Refunds and guarantee

Effective 2026-10-04. This page sets out when you pay, when we refund and how to claim. It is part of our terms of sale and use.

You pay only when your file is delivered

We place a hold on your card at checkout and charge it only when your file is delivered. If we don't deliver within 24 hours (48 hours for a list's nationwide file), we cancel the hold and you pay nothing. Your bank may show the hold as pending for a few days before it disappears.

Bounce refund

If more than 5% of the emails we mark valid hard-bounce within 30 days, we refund that share of your order.

How the refund is worked out

Refund = order total × (valid emails that hard-bounced ÷ valid emails in your file)

Example: your file has 3,000 emails marked valid and cost $89. You send to all of them and 210 hard-bounce. That is 7%, which is above 5%, so we refund 7% of $89, which is $6.23.

If 5% or fewer hard-bounce, no bounce refund is due.

What counts

• Only emails we marked valid. Emails marked catch-all or unknown are listed separately in your file and don't count, in either the bounced number or the total. The catch-all guide explains why.
• Only hard bounces. A hard bounce is a permanent failure because the address doesn't exist or the mailbox is disabled. It usually carries an SMTP code starting with 5.1 (for example 5.1.1 "user unknown").
• Not counted:
  • soft bounces (a full mailbox, a server that is down, a temporary deferral);
  • blocks caused by your sending reputation, content or blocklisting, for example a 5.7.x policy rejection;
  • addresses you changed;
  • addresses from rows we sent you a removal notice for.
• The 30 days start when we email your file. Emails sent after day 30 don't count.

How to claim

1. Send your bounce report to info@nodilist.com within 45 days of delivery. Include your order number.
2. The report should be an export from your sending tool that shows, for each bounced address, the address, the date sent and the bounce code or reason. A CSV is fine.
3. We check it against your file and reply within 5 business days.
4. We refund to the card you paid with. Your bank usually takes 5 to 10 business days to show it.

One bounce claim per order. The refund can't be more than you paid for the order.

Other refunds

• The file doesn't match the page. If your file is missing the selection you ordered or has the wrong columns, tell us within 30 days. We fix it or refund you in full.
• Duplicate order. If you ordered the same selection twice by mistake, tell us within 30 days and we refund the second order.
• Change of mind. A delivered file can't be returned, so we don't refund a delivered file because you changed your mind. You can look at a free 25-row sample of every list before you buy.

Questions

Email info@nodilist.com with your order number.