Refund Policy

This Refund Policy explains how refunds and credit reviews work for Faculty Atlas. It should be read with our Terms of Service. If applicable law gives you rights beyond this policy, those rights still apply.

Credit purchases

Faculty Atlas sells credits in one-time, pay-as-you-go purchases. There is no recurring subscription or automatic renewal. Purchased credits do not expire while your account remains open. Free samples and promotional credits have no cash value and are not refundable.

You may preview a filtered list before using credits to unlock and download its contact details. Credits are consumed only for unlocked records that have an email address. Downloading or using an unlocked list does not restore the credits spent on it, except as described under Verified hard bounces below.

Refunds of unused purchased credits

Submit a request within 30 days of the credit purchase. If you request a refund within 7 days of purchase and have not used any credits from that purchase, you may receive a full refund of that purchase.

Otherwise, an eligible refund covers only the unused paid credits attributable to that purchase. We calculate the refundable portion from the amount paid for that purchase and the number of its paid credits that remain unused. Any fixed-percentage transaction fee applies only if that percentage was disclosed before you purchased the credits. We will show you the proposed refund amount and any fee before processing the refund. We do not deduct an undisclosed transaction fee.

Used credits are generally not refundable for cash. A balance made up of promotional or free credits is not refundable. Purchased credits that you keep do not expire when the 30-day refund window ends.

Verified hard bounces

If an unlocked email address hard bounces because the address itself is incorrect, you may request a review within 30 days of the credit purchase used to unlock that record. Include the affected record or list identifier, the email address, the purchase or credit transaction, and evidence of the failed delivery. A screenshot of the bounce notice showing the recipient, date, and error reason is useful; you may redact unrelated personal information.

We will review the evidence and, when it confirms an incorrect address caused a hard bounce, restore the credit used for that address to your account. A recipient's lack of response, absence, refusal, spam filtering, temporary delivery failure, or a problem with the sender's system does not by itself qualify. This review restores credits; it is not a cash refund of an unlocked list.

Incorrect charges and account closure

Contact us if you were charged twice, charged the wrong amount, or paid for credits that were not delivered. We will investigate and correct a confirmed error. This process is separate from the 30-day unused-credit request window.

If you ask to close your account, you may first use your remaining purchased credits or request any refund available under this policy. Account closure does not itself make purchased credits expire. If we terminate your account for a reason other than your breach or fraud, you may request a refund of unused purchased credits as described in the Terms of Service.

How to request a refund or review

Open a request through the support portal. Include your account email, purchase or transaction ID, the credits or records involved, and a short explanation. For a hard-bounce review, attach the delivery-failure evidence described above. If you cannot access your account, use the contact channel on the website.

We may ask for information needed to verify the purchase or bounce. We will explain our decision and, for an approved unused-credit refund, confirm the amount before processing it. Cash refunds are returned to the original payment method when available; the payment provider or bank controls when the funds appear. Approved hard-bounce restorations appear in your credit balance.

You may also raise a billing dispute with your payment provider or bank. Nothing in this policy limits any refund, cancellation, withdrawal, or dispute right that applicable law does not allow us to exclude.