Refund Policy
This policy primarily covers the current lead offer: HotSnag's D-U-N-S fast-track service. It is written to make the strongest guarantee obvious, while also defining when refunds are full, partial, or unavailable.
When full refunds apply
You receive a full refund if you cancel before processing begins.
You also receive a full refund if the delivered D-U-N-S Number cannot be verified through the official D&B lookup path under the promised verification condition.
For verification-related refund requests, HotSnag may ask you to confirm the business details used during lookup so we can evaluate the claim against the same delivered record.
When refunds are partial or unavailable
Once manual review, preparation, data cleanup, submission assistance, or follow-up work has started, refunds are partial or unavailable depending on the work already completed.
If HotSnag has already committed meaningful handling time to your order, the refundable portion may be reduced to reflect work performed before the refund request was received.
What does not automatically qualify for a full refund
Delays caused by missing documents, inconsistent company records, slow customer replies, external review queues, or third-party platform decisions do not automatically create a right to a full refund.
A platform rejecting your business, asking for more documents, or taking longer than expected does not by itself mean the service failed under this policy.
How to request a refund
Send the request to support@hotsnag.com from the same email address used during checkout.
Include your order details, the reason for the refund request, and any relevant screenshots or lookup notes if you are claiming that the delivered number cannot be found.
If the request is based on D&B lookup verification, you must use the official lookup path and the business details associated with the delivered result.
Review timing and communication
HotSnag reviews refund requests in the order they are received and aims to respond within 1 to 3 business days.
If more information is needed to verify the request, the review timeline may extend until the required details are provided.
Customer responsibilities
You are responsible for providing accurate, current, and lawful business information.
If the information submitted at checkout or during follow-up is incomplete, inconsistent, or outdated, that may delay the service and reduce refund eligibility after work has started.
Support contact
For refund questions, order issues, or verification disputes, contact support@hotsnag.com.
Using the same checkout email helps us locate your order faster and resolve the request with less back-and-forth.