CloneICP operates on a credits-based system. Credits are purchased in bundles and never expire. This policy explains how refunds work for credit purchases.
1. Credit Purchases
When you purchase credits:
- Credits are added to your account immediately
- Credits never expire - use them at your own pace
- Each search costs 10 credits
- Profile enrichment costs 3 credits per lookup
2. Refund Eligibility
We offer refunds under the following conditions:
2.1 Within 7 Days - Unused Credits
If you purchased credits and have not used any of them, you may request a full refund within 7 days of purchase.
2.2 Within 7 Days - Partially Used Credits
If you purchased credits and have used some of them, you may request a refund for the unused portion within 7 days of purchase. The refund will be calculated based on the per-credit rate you paid.
2.3 Technical Issues
If you experience persistent technical issues that prevent you from using the Service and we are unable to resolve them, you may be eligible for a refund of credits lost due to those issues.
2.4 Duplicate Charges
If you are accidentally charged twice for the same credit purchase, we will refund the duplicate charge immediately.
3. How to Request a Refund
To request a refund:
- Email us at support@cloneicp.com
- Include your account email address
- Include the date of purchase
- Explain the reason for your refund request
We will review your request and respond within 2 business days.
4. Processing Time
Once approved, refunds are processed as follows:
- Credit card refunds: 5-7 business days to appear on your statement
- Processing time: Refunds are initiated within 3 business days of approval
The exact timing depends on your bank or credit card company. If you don't see the refund after 10 business days, please contact us.
5. Exceptions
Refunds are not available in the following cases:
- Credits already used: We cannot refund credits that have already been spent on searches or enrichment
- After 7 days: Credit purchases older than 7 days are not eligible for refund (credits never expire, so you can use them anytime)
- Account abuse: Accounts suspended or terminated for violating our Terms of Service
- Chargebacks: If you initiate a chargeback with your bank instead of contacting us, we cannot process a refund and may terminate your account
- Promotional pricing: Credits purchased at promotional rates may have different refund terms as stated at the time of purchase
6. Free Credits
Credits received as part of your signup bonus or promotional offers are not eligible for refund. These credits are provided at no cost and do not have monetary value.
7. Contact Us
If you have questions about refunds or need assistance, please contact us:
Email: support@cloneicp.com
We typically respond within 24 hours on business days.