What you can get refunded, how to cancel, and what to do if a charge looks wrong.
If you are not satisfied, we refund any credits that are still unused from a purchase made in the last 30 days. For a pack, such as the 3-search Compare pack, we refund the unused credits in proportion to the price you paid.
A credit is used when a full search result is unlocked. Each search is performed and delivered at that moment, so used credits are not refundable. This applies whether the result was a match or 'no record found', since both are the result of a completed search.
After 30 days, unused credits are not refundable, except where the law requires it. They stay usable until they expire, 365 days after purchase.
You can ask for a full refund within 3 days of your first payment, or within 3 days of an annual renewal for that renewal's charge. We then end the service.
Cancel at any time from your Premium Tracking dashboard or by emailing [email protected]. Cancelling stops the next renewal and does not refund the current year, and your monitoring keeps running until the paid year ends.
Purchases of the earlier one-time Premium Tracking can be refunded within 3 days of purchase. After that they are not refundable, except where the law requires it.
If you were charged twice for the same purchase, or you paid and did not receive your credits or service, we refund the extra or undelivered charge in full. Alternatively, we deliver what you paid for, if you prefer.
If someone used your card on StolenWatch without your permission, tell us. We refund the charge in full and close the account that was created with it. You don't have to open a bank dispute to get your money back.
Email [email protected] from (or mentioning) the email address you used at checkout. Include the date and amount of the charge, and the payment ID from your receipt if you have it.
We reply within 2 business days. Approved refunds go back to your original payment method through Dodo Payments and usually appear within 5 to 10 business days, depending on your bank.
When a purchase is refunded, the credits or Premium Tracking it paid for are removed from your account.
Most problems are solved faster by email than by a bank dispute, which can take weeks. Contacting us does not affect your right to dispute a charge with your bank.
If a purchase is disputed, we give your card issuer the records of that purchase and its use. These include when the account was created, sign-ins, searches run, results unlocked and service activity. If the payment is reversed, the credits or service it paid for are removed from your account.
We may close accounts that dispute purchases they made and used, and refuse further purchases from them.
Consumers in the EU, EEA and UK normally have 14 days to withdraw from an online purchase. Our credits and Premium Tracking are digital services that start as soon as you pay. At checkout you ask us to start immediately and acknowledge that you lose the right of withdrawal once the service has begun, so the refunds described above apply instead.
This policy does not limit any rights you have under consumer protection law where you live, including rights if a service is faulty or not as described.