Refund policy

• You can cancel at any time in Settings, Plan. Your team keeps full access until the end of the period you already paid for, and nothing more is charged.
• We do not refund the unused part of a monthly or yearly period, including when you cancel early, downgrade, remove team members or stop using SurplusNorth. Changes during a period are prorated by Stripe as credit toward your next invoice, not paid back to your card.
• If you cancel and the plan still renews because of an error on our side, tell us within 30 days of the charge and we refund that renewal in full.

• Lead packs are delivered as soon as they are paid for, so they are not refundable.
• If a lead did not meet our published lead rules when you received it (for example the surplus was not on the official list, or it had no property address), tell us within 7 days of the purchase. After we confirm it, we give you a replacement lead in the same state, or credit for it, instead of a refund.
• A lead that is valid but did not turn into a signed client or a paid claim is not a reason for a refund or a replacement. Leads come from public records and must be checked before you act on them.

Money added to your usage balance pays for calls, texts and phone numbers as you use them. It is not refundable and is not paid out when you cancel your plan or delete your company. It stays on your account if you come back.

A per-case payment for a managed recovery is refunded in full if you cancel before our team starts work on the case, or if we decline the case at review. Once work has started, it is not refundable. See the service terms.

Duplicate charges, charges for the wrong amount, and charges made after a cancellation we failed to process are refunded in full to the card that paid, as soon as we confirm them. Tell us within 60 days of the charge.

Write to hello@surploom.com or use Help & support in the app, with your company name, the date and amount of the charge, and what went wrong. We answer within 5 business days. Approved refunds go back to the original card through Stripe and usually arrive in 5 to 10 business days, depending on your bank.

If you dispute a charge with your bank (a chargeback) instead of contacting us, we pause your company’s account, including lead downloads, until the dispute is resolved, as our terms explain. Most billing problems are fixed faster by writing to us.

Nothing in this policy limits a refund that the law requires. If a law in your state gives you more, that law applies.