Contact Kit stands behind every list we deliver. This policy explains our accuracy guarantee, how we handle replacement requests, when refunds apply, and how to exercise your rights under this policy. It applies to all custom list orders, enrichment projects, data cleaning projects, and verification services purchased through Contact Kit.

Our 95% Accuracy Guarantee

Contact Kit guarantees at least 95% accuracy on every delivered list. "Accuracy" means that the contact is currently employed at the company we listed, holds the title we provided, and the email address passes independent SMTP verification at time of delivery. Phone numbers are guaranteed to be dialable and routed to the intended line type (direct, mobile, or switchboard) as specified in your order.

If We Fall Short

If your list falls below the 95% accuracy threshold within 30 days of delivery, we offer three remedies at your choice:

Free replacement contacts matching your original ICP, delivered within 3 business days
Pro-rated credit toward a future Contact Kit order, valid for 12 months
Pro-rated refund to the original payment method, processed within 5 business days

How to Request a Refund or Replacement

Email support@contactkit.io within 30 days of list delivery with the subject line "Refund Request - [Order ID]." Include bounce reports from your email service provider (SendGrid, Mailgun, Outreach, Apollo, SalesLoft, or similar) or phone dial logs showing invalid numbers. We ask for this evidence to protect both parties and to continuously improve our verification pipeline. Our team will investigate within 5 business days and confirm the outcome in writing.

What Is Not Covered

Our guarantee does not cover situations outside our control: contacts who leave their job after delivery, companies that are acquired, dissolve, or rebrand after delivery, catch-all email domains that accept all addresses regardless of mailbox validity (we flag these in your CSV), or deliverability affected by your own sender reputation, spam triggers, or IP warmup status. We also do not refund orders where the provided ICP was materially different from what was ultimately used to evaluate accuracy.

Cancellation Before Delivery

You can cancel an order before research begins for a full refund, typically within 2 hours of order confirmation. Once our research team has begun sourcing, cancellations are pro-rated based on the percentage of work completed, with a minimum 25% cancellation fee to cover researcher time. We always confirm the pro-ration before processing.

Contact Us

Questions about a specific order? Email support@contactkit.io with your order ID. Questions about this policy? Email hello@contactkit.io. We respond to every refund inquiry within one business day and we never hide behind fine print.