Refund and Service Credit Policy

Effective date: 2025-08-16

Who we are

UMG Holdings, LLC d.b.a. UpfrontOps.

What this policy covers

This policy applies to digital services and deliverables sold by UpfrontOps, including:

• CRM list cleanup with enrichment and 1 custom AI insight per contact.
• Net‑new lead lists that include insights or outreach scripts.
• CSV or similar digital files delivered after purchase.

Billing model

• List cleanup: billed per recovered or corrected row. You pay only on recovery.
• Net‑new lead lists: billed per delivered, verified contact.

Refunds and service credits

Because deliverables are custom digital work, refunds are limited to the cases below. In most cases we correct issues or credit at the unit level.

We will replace or credit the unit price for any item that meets one of these conditions:

1. Non delivery. You were charged but no file was delivered.
2. Duplicate charge. You were charged twice for the same order.
3. Mis count. You were charged for units not delivered, for example rows not recovered in a cleanup order or contacts not delivered in a lead list order.
4. Verification failure at delivery. A delivered contact clearly fails basic verification at the time of delivery, for example hard bounce on the provided email or unreachable phone number with clear evidence. We will replace those items or issue a unit credit at our discretion.

What is not eligible:

• Changes of mind after work has begun or after delivery.
• Subjective usefulness of an insight or script if it matches your request and the scope provided at checkout.
• Requests that depend on third party systems we do not control, for example your CRM import issues.

How to request a review

Reply to your order confirmation or receipt with:

• Order ID or payment reference.
• A short description of the issue.
• Evidence for any failed verification claims, for example bounce notice or call log.

We will review requests and respond with a fix, replacement, unit credit, or a clear reason if the request is not eligible under this policy.

Disputes

If you file a card dispute, we will provide delivery logs and evidence to the payment processor. Using the review process above is the fastest way to resolve an issue.

Changes to this policy

We may update this page. The effective date above will reflect the latest version.

Contact
Use the contact method listed on your order confirmation or the contact form on our website.

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