Refund Policy

1. Summary

We want you to be confident that our service works for you before you commit. This policy explains when a refund is possible on ByeBouncer credit purchases.

• EU consumers: full refund of unused credits within 14 days of purchase, no questions asked (per EU Consumer Rights Directive 2011/83/EU).
• Everyone else: refund considered case-by-case within 14 days of purchase, at our discretion, with priority to billing errors and technical issues.
• Beyond 14 days: credits are non-refundable except where required by mandatory local consumer law.

2. EU consumers — 14-day right of withdrawal

If you are a consumer resident in the European Union, you have 14 calendar days from the date of purchase to withdraw and request a full refund of any credit pack you bought, without giving a reason.

Exception: consumers waive the right of withdrawal to the extent they have already consumed credits during the 14-day period. If you bought a 25,000-credit pack and used 8,000 credits, we will refund the equivalent of the 17,000 unused credits.

To exercise the right of withdrawal, email hello@byebouncer.com from the address associated with your account, referencing the Paddle transaction ID shown in your Paddle receipt. We will process the refund through Paddle within 5 business days.

3. Refunds outside the EU

Outside the EU we are not legally required to offer withdrawal, but we generally approve refund requests made within 14 days of purchase for:

• Billing errors — duplicate charges, wrong pack purchased due to a UI issue, chargeable amounts that don't match the pack you selected.
• Technical failures — the API returned excessive unknown verdicts due to an outage on our side that prevented normal service delivery. Verifications degraded by third-party unavailability outside our control (e.g., a recipient mailserver refusing all SMTP handshakes) are not eligible. The same applies to phone lookups and live line status queries affected by an outage on our side.
• Fraudulent charges — purchases you did not authorize; please report immediately.

Refunds granted at our discretion are prorated to unused credits, on the same principle as EU withdrawals.

4. Credits that are not charged or are returned automatically

Some queries are never charged, or their credits are returned automatically. These are not refunds and need no request:

• Cached results, and IP addresses that are not publicly routable.
• Phone numbers with an invalid format, numbers on your own blacklist, and phone lookups that fail because a provider is unavailable.
• Live line status: invalid numbers, fixed or VoIP lines, numbers on your blacklist, results served from our short cache, and any query where the mobile network could not be reached or did not return a conclusive answer.
• Bulk entries that were not processed when a job is cancelled or completes: the credits reserved for them are returned.

If you believe you were charged for a query that should have been free under the Terms of Service, email us with the approximate time and the prefix of the API key, and we will return the credits.

5. Not refundable

• Credits already consumed by verifications, including verifications with an unknown verdict caused by legitimate factors outside our infrastructure (recipient greylisting, catch-all domains, temporary DNS failures on the recipient side).
• Credits consumed by phone validations and live line status queries that returned a conclusive result, including live results such as absent (device off or out of coverage) or unknown: a third-party provider bills us for each of those queries.
• Purchases older than 14 days, unless mandatory local consumer law provides otherwise.
• Accounts terminated for violation of our Terms of Service (acceptable use, non-payment of chargebacks, illegal activity).
• Starter credits granted for free — they were never charged.

6. Chargebacks

If you have any dispute about a charge, please email us first at hello@byebouncer.com. Most issues are resolved within a day.

Filing a chargeback with your card issuer without first contacting us — especially for reasons other than fraud — may result in your account being suspended pending resolution. Card networks charge us a non-refundable fee on every chargeback regardless of the outcome; frivolous chargebacks may be treated as a breach of the Terms.

7. How we process refunds

• Refunds are issued through Paddle to the original payment method.
• The corresponding unused credits are removed from your ByeBouncer balance as part of the refund process.
• Processing typically takes 5–10 business days to appear on your statement, depending on your card issuer.
• We do not deduct any processing fee from your refund. Paddle's payment processing fees are borne by us.

8. Contact

Refund requests and billing questions: hello@byebouncer.com. Include your Paddle transaction ID and a brief description of the issue.