Refund Policy

Effective Date: February 8, 2026

Last Updated: February 8, 2026

Sullivan Intelligence stands behind the quality of our lead data. This Refund Policy explains when and how you can request a refund or replacement leads.

30-Day Money-Back Guarantee

We offer a 30-day, no-questions-asked money-back guarantee on all purchases.

• If you're not satisfied with your leads for any reason, request a refund within 30 days

• No explanation required

• Full refund - 100% of your purchase price back

To Request:

Email: support@sullivanintelligence.com

Subject: "Refund Request - Order #[Your Order Number]"

Response Time: Within 24 hours

Data Quality Guarantee

We guarantee 90%+ validation accuracy for phone numbers and email addresses.

Quality Thresholds:

• Phone Validation: 90%+ should connect when called

• Email Validation: 90%+ should be deliverable (not bounce)

• Duplicate-Free: No duplicate records in same purchase

If Quality Falls Below 85%:

You are entitled to:

1. Free replacement leads (equal to invalid records), OR

2. Partial refund (proportional to invalid records), OR

3. Full refund

How to Report Quality Issues:

1. Test the leads (call numbers, verify emails)

2. Document issues (note which records are invalid)

3. Email us within 30 days with:

• Order number

• List of invalid records

• Issue type (disconnected phone, bounced email, duplicate)

Email: support@sullivanintelligence.com

Subject: "Data Quality Issue - Order #[Your Order Number]"

Our Response:

• Investigation within 24 hours

• Verification of invalid records

• Replacement leads or refund within 48 hours

Invalid Lead Replacement

What Qualifies as Invalid:

• Disconnected phone numbers (no longer in service)

• Wrong numbers (belongs to someone else)

• Bounced emails (hard bounces, mailbox doesn't exist)

• Duplicate records (same person listed multiple times)

• Incorrect data (name/business mismatch)

What Does NOT Qualify:

• No answer (phone rings but nobody picks up - valid number)

• Voicemail (reaching voicemail is normal)

• Soft bounces (email temporarily unavailable)

• Opt-outs (person asks not to be contacted)

• Changed jobs (person left company since data collected)

Refund Process

Timeline:

• Request received: Within 24 hours, we confirm receipt

• Investigation (if needed): 24-48 hours

• Refund issued: 1-3 business days after approval

• Refund appears: 5-7 business days (depends on bank)

Total time: Typically 7-10 business days from request to money in your account

Refund Method:

• Refunds issued to original payment method

• Refunds cannot be issued as credit or gift cards

Partial Refunds:

If only part of your purchase has quality issues:

• Example: 1,000 leads, 100 invalid (10%)

• Refund: 10% of purchase price

• Alternative: Replace the 100 invalid leads

Special Circumstances

Accidental Purchases:

• Contact us within 1 hour for cancellation and refund

• After delivery, standard refund policy applies

Technical Issues:

• Broken download link or corrupted file: immediate re-send

• If unresolvable: full refund

Billing Errors:

• Double-charged or wrong amount: corrections within 24 hours

Non-Refundable Situations

We cannot issue refunds if:

1. Data Was Used

• You contacted leads and received responses

• You imported data into CRM and began outreach

• Exception: If data quality below 85%, refund still applies

2. Beyond 30 Days

• Refund requests must be made within 30 days

• Exception: Billing errors or severe quality issues

3. Policy Violations

• Violated Terms of Service

• Resold data or used for illegal purposes

• Fraudulent refund abuse

4. Subjective Reasons (After 30 Days)

• "Leads didn't convert" - We guarantee data quality, not sales results

• "Didn't have time to use them" - Must request within 30 days

• "Changed my mind" - Must request within 30 days

How to Request a Refund

Step 1: Email Us

To: support@sullivanintelligence.com

Subject: Refund Request - Order #[Your Order Number]

Include:

• Your name

• Order number

• Purchase date

• Reason for refund (optional)

Step 2: We Confirm

• Confirmation within 24 hours

• May ask follow-up questions for quality issues

Step 3: Refund Processed

• Processed within 1-3 business days

• Email confirmation when issued

Step 4: Money Returned

• Appears in account within 5-7 business days

Replacement Leads (Alternative to Refunds)

Instead of a refund, you may prefer replacement leads:

Benefits:

• Get working leads instead of money back

• Same quality guarantee applies

• No additional cost

Process:

1. Report invalid leads with details

2. We verify and confirm

3. We pull replacement leads

4. New CSV file sent within 48 hours

Chargebacks

Please do not file a chargeback before contacting us.

• We have a generous refund policy - just email us

• Chargebacks hurt small businesses (we incur fees)

• Chargebacks take months; refunds take days

If you file a chargeback:

• We will contest if claim is invalid

• We will provide evidence of delivery and quality

• If you win, account permanently banned

Please give us a chance to make it right first.

Email: support@sullivanintelligence.com

For refund requests or questions:

Sullivan Intelligence

Email: support@sullivanintelligence.com

Response Time: Within 24 hours

Our Commitment

We stand behind our data quality. If you're not satisfied:

• Free replacement leads

• Partial or full refunds

• Fast processing (24-48 hours)

• No hassle or arguments

Your satisfaction is our priority.

Last Updated: February 8, 2026

Questions? Email: support@sullivanintelligence.com