Refund Policy

01Start with the free sample

Every new customer can request up to 100 leads free before placing an order. Please use the sample to check that the roles, companies, markets and fields suit your campaign. Once you approve the sample, we build the full list to the same criteria.

02When we rebuild or refund

You can choose a free rebuild or a refund if a delivered list does not match the criteria we agreed in writing, for example:

• rows with job titles, seniority, industries, company sizes or locations outside the agreed brief
• companies or contacts you asked us to exclude
• duplicate rows
• fewer rows than you paid for
• a file that is corrupt, unreadable or missing agreed columns

For affected rows, we either replace them with rows that match, or refund their share of the order price. If more than 20% of a list does not match the brief, you can choose a full refund of that order instead.

03Bounced emails

If a business email we marked as verified hard-bounces the first time you send to it, and you send within 14 days of delivery, send us the bounce report and we will replace those rows free. Soft bounces, full inboxes, auto-replies and addresses blocked by your own sending setup are not covered.

04What is not covered

• A change of mind after you approved the sample and we delivered the list to the agreed brief
• Rows without a mobile number: mobiles are included only where publicly available, typically for around 50–60% of rows
• Campaign results, such as open rates, replies, meetings or sales
• Changes that happen after delivery, such as someone changing jobs
• Criteria that were not part of the agreed brief
• Free samples

05How to ask

1. Email hello@cleanrows.com or message us on WhatsApp within 7 days of delivery (14 days for bounced emails).
2. Include your order details, the rows that do not match and what is wrong with them, or your bounce report.
3. Tell us whether you prefer a rebuild or a refund.

We reply within 2 business days. Rebuilt rows are usually delivered within 3 business days.

06How refunds are paid

We refund to the original payment method (bank transfer, PayPal, Wise or Remitly) within 10 business days of approving the refund. We refund the full amount we received for the affected rows or order. We cannot refund fees your own bank or payment provider charged you.

07Recurring orders

You can cancel monthly deliveries at any time before the next delivery starts, with no notice period and no fee. Each delivered month is covered by this policy in the same way as a one-off order.

08Your legal rights

This policy does not affect any rights you have under the law that cannot be excluded.