Refunds

The $2.00 search fee is not refunded for anything the search itself did — including finding nobody. The $0.10 per person is refunded automatically for anybody the message did not actually reach.

There is one exception, and it is below rather than in the fine print: if the run never happened at all because something broke on our side, the search fee comes back too. Everything else here is why, and the cases that come up.

They pay for two different things, and one policy over both would misdescribe at least one of them.

The search fee pays for the search. It runs the moment you submit it and costs the same whether it surfaces fifty people or nobody. A search that returned nothing did not fail — it answered.

The per-person fee pays for delivery to a person. If that did not happen — a bounce, a provider refusing the send — you did not get the thing the $0.10 was for, and it comes back without you asking.

• Part of a send that never went. The per-person fee for the undelivered portion returns to your balance as part of the same process that reports the run's outcome to you.
• A run that could not happen at all because something broke on our side. That one includes the search fee, because the search did not run.

Neither needs a request. Both appear as their own line in your billing history, against the run they belong to.

Stated plainly, because a refund policy that lists only what qualifies invites the argument it could have prevented.

• A search that found fewer people than you hoped, or none. The search fee covered the search. This is the case most likely to feel unfair, which is exactly why it is on the pricing page before you spend rather than here afterwards.
• A delivered message nobody replied to. You paid for it to reach a person whose own description matched. It did.
• Second thoughts after a run. Eligibility turns on whether delivery happened, not on whether you would make the same choice again.

A broadcast stopped by moderation before its search runs is not charged, so there is nothing to refund. Content that was flagged, allowed to send, and found afterwards to break the acceptable use rules is handled case by case, and that can include reversing charges as well as ending the account.

Closing an account does not forfeit an unused balance. It does destroy the record of it: the ledger is deleted with everything else, which is stated in the Terms and is worth repeating here, on the page about money. Settle a balance before you close, not after.

Every charge and every refund is one row tied to one run. If a delivery you believe failed was not refunded, quote the run from your billing history and it can be checked against what the delivery records actually say, rather than against anybody's memory.