Refunds and credit returns: when credits come back to your account
Sometimes things do not go as planned. An email server stops responding. A batch is partially unreachable. When that happens, the system returns your credits automatically — no support ticket needed.
This page covers when credit refunds happen, where they land, and what to do if you think something is off.
When credits are auto-refunded
Unknown verification results
If we can't determine whether an address is valid or invalid, the result is marked Unknown. The credit is returned automatically.
Common reasons for Unknown:
- The mail server did not respond.
- The server timed out during verification.
- Anti-verification measures blocked the check.
Refund: 1 credit per Unknown result. If you upload 1,000 emails and 50 come back Unknown, you get 50 credits back.
Unprocessed emails in a bulk job
Sometimes individual rows in a bulk upload cannot be processed at all — server unreachable, network hiccup, file-processing error.
Refund: credits returned for every unprocessed row.
API errors
If an API verification request fails because of a system error on our side, the credit is returned. Refund: 1 credit per failed API request.
What is not refunded
Credits are spent (not refunded) on every definitive verification result — good news or bad. The verification ran, so the credit is used as intended.
| Result | Why no refund |
|---|---|
| Safe | Successful verification |
| Invalid | Successful verification (mailbox doesn't exist) |
| Disposable | Successful verification (throwaway address detected) |
| Catch-All | Successful verification (server accepts everything) |
| Role | Successful verification (team address detected) |
| Spam Trap | Successful verification (honeypot detected) |
| Disabled | Successful verification (account deactivated) |
| Inbox Full | Successful verification (mailbox at capacity) |
Any definitive answer means verification worked — even if the answer is unwelcome. Refunds only kick in when verification could not complete.
Duplicates are never charged
When you upload a bulk list with duplicate addresses:
- The system finds duplicates before verification begins.
- They are stripped from the job.
- You're charged only for unique addresses.
This happens automatically when Remove Duplicates is on (it is enabled by default).
Where refunded credits land
All refunds go to the PAYG bucket. Always. Even if the original deduction came from your Monthly bucket, the refund lands in PAYG.
The reason: PAYG credits never expire. If a refund went back to your Monthly bucket, it would be wiped at the next renewal — meaning a refund timed unluckily would effectively disappear. Routing every refund to PAYG keeps it yours forever.
When refunds appear
Refunds are instant. The moment a verification job completes, the refunded credits appear in your balance and a refund row appears in your credits history.
| Type | Change | Details |
|---|---|---|
| Refund | +500 | Refund: 500 emails could not be processed |
Viewing all your refunds
- Open Credits History in the sidebar.
- Open the filter dropdown.
- Pick Refund.
That gives you a clean list of just the refund transactions.
Cash refunds
On credit purchases
Purchased credits are generally non-refundable in cash. PAYG credits never expire, so they remain usable indefinitely — that is the substitute for a cash refund on most purchases.
On subscriptions
You can cancel any time. After cancellation:
- You keep access until the end of the current billing period.
- Remaining credits stay available through the renewal date.
- No partial cash refunds for unused time within the period.
Exceptions: when a cash refund is on the table
We handle these case-by-case. Reach out if any of these apply:
- Unauthorized charges.
- Duplicate billing errors.
- An extended service outage.
- Technical issues that prevented you from using credits you paid for.
Getting help
If you think a refund is owed and the automated system did not catch it:
refunds@validemailchecker.com
Include your account email, transaction date and amount, and a short description of the issue.
Contact form
Use the contact us page to file a request.
Live chat
Click the chat icon in the bottom-right of the dashboard for immediate help.
Common questions
Why did I get a partial refund on my bulk upload?
Some addresses in the list could not be processed (server unreachable, timed out, etc.). You were refunded for exactly those rows. Download the Unprocessed Emails file to see which ones, then retry them later — those servers might be back online.
I see Unknown results but no refund.
Refunds for Unknown results are automatic and instant. Check your credits history around the time of the job — the refund might be bundled with other unprocessed rows in one transaction.
Can I get a refund if I do not like the results?
No. If verification completed successfully — even if the answer is Invalid or Disposable — the credit was used as intended. Refunds are only for emails that could not be verified.
My credits came from a subscription. Will the refund go back to the Monthly bucket?
No. Every refund lands in PAYG regardless of where the original credit came from. This is actually better for you — PAYG credits never expire, so the refund stays usable forever.
How do I get a cash refund?
Contact support with your situation. Cash refunds are handled case-by-case for billing errors, unauthorized charges, or service issues.
Quick reference
| Situation | Refund? | Where the credit lands |
|---|---|---|
| Unknown result | Yes | PAYG bucket |
| Unprocessed emails in a bulk job | Yes | PAYG bucket |
| API error | Yes | PAYG bucket |
| Duplicates removed before verification | Not charged | N/A |
| Definitive verification result (any status) | No | N/A |
| Unused subscription credits after cancellation | No cash refund (keep credits until period ends) | N/A |
Next steps
Related questions
Still stuck? Email support