Refund Policy

1. The short version

We stand behind our data. Because every order is digital and delivered the moment you pay, all sales are final. Once you have the file, there’s nothing to return. But if something is wrong on our end, we make it right: a corrected file at no charge, and we reverse any charge that was billed in error.

2. Why most sales are final

Each order delivers a downloadable CSV of licensed-contractor records to your inbox within minutes of payment. Once that file has been delivered, the data is in your hands and can’t be returned. For that reason we don’t offer refunds for a change of mind, a duplicate purchase you made by choice, or because you found similar data elsewhere after buying.

3. When we’ll make it right

If your order has a problem we caused, email us within 7 days of delivery and we’ll put it right at no extra cost. That covers:

• You paid but never received your file: we send you the file you bought.
• The file covered the wrong state, area, or trade than the one you ordered: we send a corrected file.
• The file arrived empty, corrupted, or unreadable: we send a corrected file.
• You were charged more than once for the same order, or billed in error: we reverse the erroneous charge.

We’d much rather fix your order than leave you stuck, so reach out before writing it off.

4. What isn’t covered

License records come from official state boards; contact details (phone, email, website, ratings) are enriched from public sources and are present for the large majority of records but not every one. Some records will be missing a field, and some details change after we compile them. That normal variability is inherent to public-data enrichment and isn’t, on its own, a defect we correct (section 4a explains where each field comes from and why one can be missing). We describe it plainly before you buy and in our Terms of Service. Change-of-mind purchases, duplicate orders you placed on purpose, and data you later find elsewhere are also not grounds for a refund.

4a. Why a record can be missing an email or website

Every record starts as an official registry entry. State license boards and federal registries publish the business name, license or registration number, status, and usually an address. Most publish no phone, no email, and no website.

We fill those fields by matching each business against public sources: its own website, public business listings, and the handful of registries that do publish contact details natively. That works for the large majority of records, but not all of them, for a simple reason: some businesses have nothing to find. A sole proprietor with no website has no website for us to list. A crew that runs entirely on a cell number may publish no email anywhere. Phone numbers turn up far more often than emails, and emails more often than websites — that ordering reflects how small businesses present themselves online, not how hard we looked.

Two honest consequences. First, a missing field usually means the public record genuinely lacks it — not that we skipped the work. Second, you can buy around it: the list builder lets you require a phone, an email, or both — every record in your file then carries the fields you required, and each record is priced by the contact data it actually carries, so you never pay full price for a thinner record.

5. Bulk, custom, and enterprise orders

Large data licenses, whole-state or whole-database purchases, and custom deliveries follow the same principle: final once delivered, with the same make-it-right guarantee for anything wrong on our end. Because these orders are larger and often prepared to order, the specific terms (delivery timeline, how corrections are handled) are confirmed in writing with you before fulfillment.

6. API access and prepaid credits

Roster Engine API balances are prepaid and charged per record delivered. Funds you add are non-refundable, but they never expire and stay available for future calls. If records are billed because of a verified error on our side, we credit your balance back for those records.

6a. Homeowner project leads

Leads sold to contractors and service businesses are exclusive and priced per lead. A lead being unresponsive or choosing another bidder is not refundable — that is the nature of leads. A lead that is fraudulent, a duplicate, or has dead-on-arrival contact information is different: report it within 7 days and we’ll review it and credit or refund a genuinely bad lead.

7. How to request a correction

Email [email protected] within 7 days of delivery with your order email and a short description of the problem. We investigate every request and respond quickly. If we reverse a charge billed in error, it returns to your original payment method via Stripe, typically within 5–10 business days.

8. Questions

Anything unclear about this policy? Email [email protected] and we’ll walk you through it.