Refund Policy
Last updated: September 2026
The short version
If a prospect you've purchased doesn't meet the criteria described below, you can choose a replacement prospect or a full refund for that specific prospect, whichever works best for you. This applies per prospect, not just to a whole batch. Separately, unused credits can be refunded or retargeted, see "Unspent credits" below.
What's covered
A prospect is eligible for a replacement or refund if, at the time it was delivered to you:
- The business wasn't actually a live, registered UK Ltd or LLP verified against Companies House, as stated on the report; or
- The specific technical finding described in the report (for example, a consent mechanism missing, or a tracking pixel firing before consent) wasn't genuinely present or verifiable from the evidence we captured; or
- The prospect doesn't match the location, niche, or website builder criteria you specified when ordering, and no substitute meeting your criteria was offered instead.
What's not covered
A prospect reflects what we directly observed during a single automated visit to that business's website. Since websites change, the following aren't grounds for a refund on their own:
- The business has since fixed the issue, or changed their website, after the prospect was delivered to you.
- The business didn't respond to your outreach, or wasn't interested in what you were offering. We verify the technical finding and the company; we can't guarantee how a specific business responds to contact.
How long you have to ask
Requests about a specific delivered prospect must be made within 14 days of that prospect's delivery. This gives enough time to review and act on it while keeping our records of what was actually delivered, and when, reliable. This is separate from the unspent-credit window below, which runs from your purchase date, not from any individual delivery.
How to request one
Email hello@trackwatch.info with the reference ID shown on the prospect's PDF and a short description of the issue. We aim to respond within 2 business days, and will confirm a replacement or process a refund once we've checked it against our own records.
Unspent credits
Credits never expire, full stop, they'll continue to be used against your standing criteria for as long as it takes to find matching prospects. Genuinely narrow criteria (a specific niche in a small town, for example) can take longer to fulfil than broad criteria, since delivery depends on what our scans actually find, not a fixed schedule.
If you'd rather not wait, you have two options, available at any time:
- Broaden your criteria, for example widening your location or setting a field to "Any", to make your remaining balance easier to fulfil. This is free and doesn't affect your existing balance.
- Request a cash refund of your unspent balance, within 90 days of your most recent purchase. Outside that window, your balance remains fully valid and will continue to be used against your standing criteria, but the cash-refund option is no longer available, broadening your criteria remains available regardless.
To do either, email hello@trackwatch.info.