Our refund guarantee

14-Day Money-Back Guarantee

If you are not satisfied with our service for any reason within 14 days of purchase, we will refund any undelivered portion of your order in full — no questions asked. This guarantee applies to all purchases made directly through our website.

After 14 days, the policy below applies: any undelivered leads remain refundable at any time; delivered leads are final due to their exclusive, non-recoverable nature.

We stand behind the quality of our leads. Here's exactly how our refund policy works:

Undelivered Leads — Full Refund

Any portion of your order that has not yet been delivered is eligible for a full refund at any time, for any reason. Simply email us and we'll process it immediately.

Delivered Leads — No Refunds

Once a lead has been delivered to you (via email attachment), it is permanently assigned to you and removed from our pool. Because of this exclusivity, delivered leads are non-refundable.

Invalid Contact Information — Replacement

If a delivered lead contains contact information that is undeliverable (email bounces, phone disconnected, address invalid), we will replace it with a fresh lead at no additional charge. You must notify us within 48 hours of delivery and provide evidence of the failed contact attempt (bounce message, etc.).

Quality Threshold

All delivered leads meet our minimum quality score of 80/100. If you believe a lead falls below this threshold, contact us within 48 hours with specific reasons. We will review and either replace the lead or issue a partial refund at our discretion.

Region Mismatch

If a lead is delivered outside your selected region, we will correct the assignment (replace with correct-region lead) or refund that lead's cost.

Duplicates

If the same business appears twice in a single delivery (duplicate rows), we will refund the cost of the duplicate lead(s).

What We Don't Cover

• Leads that simply don't respond to your outreach (this is a function of your sales process, not lead quality)
• Leads that are "not interested" — we guarantee data quality, not conversion rates
• Requests made after 48 hours from delivery

Process for Claims

To request a replacement or refund:

1. Email info@heraldware.com with your order number and specific lead IDs
2. Provide evidence where applicable (bounce message, duplicate screenshot, etc.)
3. We respond within 24 hours and action the claim

No Partial Refunds on Partial Cancellation

If you choose to cancel an active order before completion, undelivered leads are refunded pro-rata. Delivered leads are not refundable.

Final Word

Our goal is to make this simple: if the lead data we delivered is faulty, we fix it. If the order hasn't shipped, you get your money back. Everything else is a judgment call we're happy to discuss.