Refund Policy
This policy explains how Vorn Media handles credits, refunds and disputed deliveries. It applies to every pilot program, prepaid balance and ongoing engagement unless your written Order says otherwise.
Last updated: 12 October 2026
01. Our approach
We charge for performance, not for promises. There are no retainers or setup fees, so what you pay for is delivered leads and qualified inbound calls. When a delivery does not meet the agreed criteria, we correct it — normally by credit, and by refund where a credit is not appropriate.
02. What qualifies for a credit or refund
You may request a credit or refund for a delivered lead or call that is: — a duplicate of a lead or call already delivered within the previous thirty days; — outside the states, age bands, product lines or other targeting criteria in your Order; — technically unusable, for example a dropped, silent or unintelligible call, or a record with invalid contact details; — a wrong number, a test call, a robocall, or a caller who did not consent to contact; — a caller with no interest in the advertised product; — billed in error, or billed twice.
03. What does not qualify
Leads and calls that meet the agreed criteria but do not convert are not refundable. A qualified opportunity is what we sell; closing it is the work of your sales team. We also cannot credit deliveries where the caller was not reached because your line was unstaffed, busy or unanswered, where your licensing or plan availability prevented a sale, where the prospect chose a competitor, or where your own scripts, offers or routing caused the loss.
04. How to submit a request
Email alex@vorn.media, or use the contact form on this website, within five business days of delivery. Include your account name, the call or lead reference and timestamp, the reason for the dispute, and any supporting notes, disposition or recording reference. Requests received after five business days may be declined because verification data expires.
05. How we review
We acknowledge every request within two business days and complete our review within five business days. We check the call recording or lead record, the verification and enrichment data, and the targeting criteria in your Order. If we need more detail from you, the clock pauses until you reply. We will always tell you the outcome and the reason in writing.
06. Credits and refunds
Approved requests are applied as an account credit against your next invoice or prepaid balance by default, because that is fastest. If your engagement has ended, or credit is not practical, we refund to the original payment method instead. Approved refunds are issued within ten business days of the decision; the time for funds to appear depends on your bank or card issuer.
07. Pilot programs
Pilot volumes are prepaid and are covered by exactly the same criteria as ongoing delivery. If a pilot is cancelled before delivery begins, the full prepaid amount is refunded. If it is cancelled part way through, we refund the undelivered portion and bill only the volume already delivered.
08. Prepaid balances and cancellation
You may pause or cancel with seven days' written notice. On cancellation we stop delivery, reconcile the account, and refund any unused prepaid balance after deducting volume already delivered and any approved credits. Unused balances do not expire while your account is active, and are never forfeited on cancellation.
09. Chargebacks
Please contact us before raising a chargeback — nearly every issue is resolved faster directly. We may suspend delivery while a chargeback is open, and we may recover any associated bank fees where a chargeback is later found to be unjustified.
10. Changes to this policy
We may update this policy from time to time. The version published on this page at the time of your delivery is the version that applies to it, and material changes affecting an active engagement are emailed to your account contact.
11. Contact
For any refund or credit question, contact Vorn Media at alex@vorn.media or use the contact form on this website.