Refund policy

Our refund policy is designed around one principle: you pay for contacts that work. If they don't, you get your credits back. Cash refunds are reserved for genuine payment failures and non-delivery only.

1. Automatic credit returns — shortfalls

When an order is delivered, you are charged credits only for the number of verified contacts actually delivered. If your filters yield fewer contacts than your ordered quantity, the unused reserved credits are automatically returned to your balance — no claim required, no delay. This happens on every order, without exception.

Example: you order 5,000 contacts, 4,200 are verified and delivered. 4,200 credits are deducted; 800 credits return to your balance automatically.

2. Deliverability guarantee — credit claims

Every list ships with a 90%+ deliverability guarantee. If you measure a deliverability rate below 90% on a delivered order, you are entitled to a credit return for the bounced contacts that exceed the 10% allowance.

How to claim:

• Email hello@quarvio.io within 7 days of your delivery notification.
• Include your order ID and the bounce export from your email sending tool.
• We will review and process your credit return within 2 business days.

Credit returns for deliverability claims are calculated as: (number of bounced contacts) minus (10% of delivered quantity) = credits returned. Example: 1,000 contacts delivered, 140 bounce → 40 credits returned (140 − 100).

All quality resolutions are issued as credits. Credits issued under this guarantee do not expire for 12 months from the date of issue.

3. Cash refunds

Cash refunds are issued only in the following circumstances:

• Payment processing failure: your payment was debited but no credits were added to your account. Submit a claim with the transaction reference within 30 days.
• Complete non-delivery: an order was placed and payment was received, but no contacts were delivered and no fulfillment was attempted, within 7 days of order placement.

Cash refund requests are processed within 5–7 business days to the original payment method. Razorpay and PayPal processing times may vary.

4. What is not covered

• Change of mind after an order is placed
• Unused credits (credits are valid for 12 months — there is no reason to return them early)
• Deliverability claims submitted more than 7 days after delivery
• Bounce rates caused by sending infrastructure issues, domain blacklisting, or sending practices unrelated to email validity
• Contacts that were valid at delivery but became invalid after delivery (job changes, domain shutdowns, etc.)

5. Contact

For any refund or credit claim: hello@quarvio.io with the subject line "Refund request" or "Credit claim". Include your order ID and registered email address. We reply within one business day.

Registered office: HustlrHQ Scale LLP, Flat 4, E1/8, Rohini, New Delhi — 110085, India.