Refund and Dispute Policy

1. General Policy

MessengInfo operates on a credit-based payment model where each company verification costs 1 credit ($1 USD). This Refund Policy explains our policies regarding refunds, disputes, and account credits.

General Rule: All fees for credits are generally non-refundable. However, we may provide refunds or credits in specific circumstances as outlined below.

2. When Refunds May Be Issued

2.1. Technical Failures

We may issue refunds or credits if:

• The Service experienced a technical failure preventing verification completion
• A verified system error resulted in duplicate charges
• A critical bug caused incorrect billing or data loss

Note: Refunds are only provided if the failure is on our side and verifiable through system logs.

2.2. Incomplete or Missing Data

We may issue credits (not cash refunds) if:

• A verification request returned no data due to our system error
• Critical data fields were missing due to our data provider issues
• The verification failed due to our API malfunction

Note: No refund if data is incomplete due to external source limitations or if the company simply has no public records.

2.3. Billing Errors

We will refund or correct charges if:

• You were charged an incorrect amount due to our error
• Duplicate charges occurred due to our payment processor issue
• Charges were made without proper authorization

2.4. Service Termination by Us

If we terminate your access to the Service for reasons other than Terms violations, we may provide a pro-rated refund for unused credits.

3. When Refunds Are NOT Issued

Refunds will NOT be issued for:

• Completed verifications: If a verification was successfully processed and data was returned
• Incomplete data from sources: If data is incomplete or missing due to external data source limitations
• Inaccurate data: If data is inaccurate due to source limitations (see Disclaimer)
• User error: If you entered incorrect EIN or company name
• Dissatisfaction: If you are dissatisfied with the data quality, format, or usefulness
• Unused credits: If you have unused credits but no longer want to use the Service
• Account closure: If you voluntarily close your account
• Terms violations: If your account was terminated for Terms violations
• Change of mind: If you simply changed your mind after purchase

4. Request Process

To request a refund or dispute a charge:

4.1. Submission

Submit a refund request within 30 days of the transaction date by:

• Email: support@messenginfo.com
• Subject: "Refund Request - [Transaction ID or Date]"

4.2. Required Information

Include in your request:

• Account email or user ID
• Transaction ID or timestamp
• Reason for refund request
• Description of the issue
• Any relevant logs, screenshots, or evidence

4.3. Review Process

We will review your request within 7-14 business days. We may ask for additional information or logs to verify the issue. We reserve the right to deny refunds that do not meet our policy criteria.

5. Refund Methods

If a refund is approved:

• Account Credits: Refunds may be issued as account credits (preferred for small amounts)
• Original Payment Method: Refunds over $10 may be issued to the original payment method
• Processing Time: Credits appear immediately; payment refunds take 5-10 business days

6. Credit Balance

Credits purchased remain in your account balance until used. Credits do not expire and are transferable only within the same account. If you close your account, unused credits are forfeited.

7. Chargeback Policy

If you initiate a chargeback or dispute with your payment provider:

• We will immediately suspend your account pending resolution
• We will provide evidence of Service delivery to your payment provider
• If the chargeback is resolved in our favor, your account will be permanently banned
• We encourage you to contact us first to resolve issues before initiating chargebacks

8. Beta and Testing Phase

During beta or testing phases, we may provide more lenient refund policies or compensation credits for issues. These are provided at our discretion and do not set precedent for production service.

9. Contact Information

For refund requests, disputes, or questions about this policy:

Response Time: We aim to respond to refund requests within 7-14 business days.