This policy explains when you can cancel a paid CompoundList service and get money back. It applies to supplier memberships, lead credit packs, TopRank positions, advertising and audits bought on compoundlist.com. It forms part of our terms of use. Nothing in it limits any rights you have under the law that applies to you.
Summary
- Memberships are yearly only and are paid in advance for twelve months.
- Your first membership purchase can be cancelled within 7 days for a full refund.
- After that, we do not refund the unused part of a membership year, except in the cases listed in section 3.
- Upgrades are pro rated: the unused value of your current plan is credited against the new plan.
- Downgrades take effect at your next renewal.
- Renewals are never charged automatically. Automatic renewal sends reminders with a one-click renewal link, and you can turn it off at any time.
1. Seven day cooling off period for your first membership
If you buy a yearly membership (Verified, Gold or Platinum) for the first time, you can cancel it within 7 days of payment and receive a full refund. Write to billing@compoundlist.com from your account email with your invoice number, or use the cancel option in your billing page.
The cooling off period applies once per company, to the first paid membership only. It does not apply to renewals, to upgrades or to a company that has previously held a paid plan.
If you used lead credits included in the plan during those 7 days, we deduct their value at the standard credit pack rate from the refund. The membership and its benefits, including badges, end when the refund is processed.
2. Upgrades and downgrades
Upgrades. You can move to a higher plan at any time. We credit the unused value of your current plan, calculated by the number of unused days in your current yearly term, against the price of the new plan, and you pay the difference. The new plan starts a fresh twelve month term on the day of the upgrade.
Downgrades. You can choose a lower plan at any time. The change takes effect at your next renewal date, and you keep your current plan's benefits until then. We do not refund the difference for the rest of the current year. Listings above the new plan's limit are hidden, not deleted, and you choose which stay visible.
3. Refunds after the cooling off period
After the first 7 days, membership fees are not refundable for the remaining months, except in these cases:
- We close your account without cause. If we end your membership for reasons that are not a breach of our terms by you, we refund the unused full months of your current year, pro rata.
- Verification fails through no fault of yours. If your plan depends on verification and we cannot complete it within 30 days of purchase, despite you providing the requested information, you can ask for a full refund.
- Serious service failure. If a material part of the service you paid for is unavailable for a long period because of a fault on our side, we will offer a pro rata refund or an extension of your term, at your choice.
- Duplicate or mistaken charges. We refund any duplicate payment or amount charged in error in full.
No refund is due if we suspend or close an account because of a breach of our terms, such as listing prohibited products, fraud or abuse of other users.
4. Auto renewal
Memberships are paid one year at a time and we never charge a stored card. While automatic renewal is switched on, we email you renewal reminders 30, 7 and 1 days before the end date with the amount and a one-click renewal link, so your listings and badges are not interrupted. You can turn automatic renewal off at any time in your billing page, and your plan stays active until the end of the paid year. If a membership is not renewed by its end date, it stays active for a grace period of 7 days and then moves to the Free plan.
If you paid for a renewal you did not intend, write to billing@compoundlist.com within 7 days of the charge. If no paid feature has been used since the renewal, such as unlocking a buy lead, we refund the renewal in full and move your account to the Free plan.
5. Lead credit packs
Unused credit packs can be refunded in full within 7 days of purchase. Once any credit from a pack has been used, the pack is not refundable. Credits from a pack stay valid for 12 months from the purchase date. Monthly buy lead unlocks included in a membership are part of the plan and are not refunded separately.
If a buy lead you unlocked turns out to be clearly fake, such as a non existent company or a spam request, report it within 14 days and we will return the credit after review.
6. TopRank and advertising
TopRank positions and advertising campaigns can be cancelled for a full refund at any time before they start. After the start date, they are not refundable, except where we fail to deliver the booked position or placement, in which case we refund or credit the undelivered part pro rata. Campaigns rejected in review because the content breaks our rules are refunded in full before they start.
7. Audits
Audit fees are refundable in full until the audit has been scheduled with you. After scheduling, a rescheduling is free once. Fees for audits that have been carried out are not refundable, whatever the outcome.
8. How refunds are paid
Approved refunds are paid to the original payment method within 7 working days of approval. Your bank or card issuer may take longer to show the credit. For Indian customers, we issue a GST credit note for the refunded amount, including the GST charged. Customers outside India are refunded in the currency they paid, US dollars. We do not deduct our own fees from refunds, but we cannot control currency conversion charges applied by your bank.
9. Chargebacks
Please contact us before raising a chargeback with your bank, as we can usually resolve billing problems faster. If a chargeback is raised, we may pause paid features on the account until it is resolved.
10. Contact
- Billing and refunds: billing@compoundlist.com
- Memberships and advertising: sales@compoundlist.com