If we drop the ball, we pay for it.

The promise, in one sentence.

Miss a cycle you set up correctly, and that month is refunded. Tell us which cycle. We check the audit log ourselves.

The rest of this page is the detail behind that sentence: who it covers, what has to be true, how a claim is decided, and what you get. The wording that governs is clause 6 of the Terms, reprinted in full at the bottom.

Who it covers.

The Automated and Done for you plans. Those are the plans where DropDue holds a DROP key and runs the cycle on its own clock, so a missed cycle can be our failure.

Self-serve does not carry the guarantee. On Self-serve you trigger the match, you generate the status file, and you upload it, so the timing is yours and the miss cannot be ours. Free has no subscription fee, so there is nothing to refund.

What counts as a missed cycle.

A cycle is due 45 days after your last DROP download, and that clock runs continuously. A cycle is missed when its due date passes with no status file accepted by DROP for it.

Late is not the same as missed. If the file lands before the due date, the cycle is not missed no matter how close to the deadline it went.

What you have to have done.

A valid, unrevoked DROP key on file for the whole cycle. A key you rotated, revoked, or let expire without telling us breaks the automation, and that break is not ours.

Accurate company and list type settings, so the cycle is running against the right registration in the first place.

Your confirmations made inside the window. Automated puts the worklist in front of you and holds at the confirm gate until you approve it. Nothing is submitted to DROP until you do. A worklist that sat unconfirmed past the deadline is a miss on your side, and the escalation emails at day 35, 40 and 43 are the record that we asked.

What it does not cover.

Data you supplied that was inaccurate, incomplete, or late. Outages, rate limiting, or errors coming from the CPPA DROP platform itself, which is not a system we control. Keys revoked or expired without notice to us.

Any statutory fine, penalty, or third party claim brought against you. You are the data broker of record and that exposure stays with you. The refund is a refund of what you paid us, and it is not a payment against anything a regulator does.

The remedy is a refund of one month.

One month of the subscription fee for the plan the account was on when the cycle was missed. It goes back to the card that paid, through Stripe, against the most recent paid invoice on the subscription. Where that invoice was smaller than a full month, the refund is the amount actually paid.

That refund is the whole remedy. There is no service credit stacked on top, no uptime credit, and no second remedy for the same cycle.

How to file, and by when.

In the app, go to Billing and use the Report a missed cycle panel. Pick the cycle from the list and say what happened in a couple of sentences. That writes a claim we work from, not an email into a queue.

File within 30 days of that cycle's due date. Past 30 days the audit trail is still there, but the claim window has closed.

If you cannot reach the app, write to the address at the bottom of this page and name the cycle. We will open the claim from our side.

How we decide it.

A person at DropDue reads the claim against your audit log. The log is hash chained, each entry locked to the one before it, so the timestamps we are reading are the same ones you can export. We are looking for one thing: did our systems fail, or did the cycle stall waiting on a confirmation, a key, or data from you.

The decision is upheld or denied, once. An upheld claim triggers the Stripe refund and records the refund reference. A denied claim records the reason, in writing, on the claim. Either way the decision is appended to your audit log as its own event, so the record of how we handled it survives alongside the record of the cycle.

If we deny it and you disagree, reply and say why. A denial is not a final ruling on anything except our refund, and it does not affect any other right you have.

The wording that governs.

Everything above is a plain reading of clause 6 of the Terms of Service. Where the two differ, the clause below is the one that applies.

The Missed Cycle Guarantee applies only where (a) your account was correctly configured per the onboarding requirements, meaning a valid unrevoked DROP key on file for the Automated and Done for you tiers plus accurate company and list type settings; (b) the missed cycle resulted from a failure of DropDue's systems or processes, not from your action or inaction; and (c) you report the missed cycle within 30 days of that cycle's due date. The refund is limited to one month's subscription fee for the affected tier and is your sole and exclusive remedy for a missed cycle. It does not cover (i) inaccurate, incomplete, or late data you supplied; (ii) your failure to review, confirm, or act on alerts, worklists, or the confirm deletions gate inside the stated window; (iii) outages, rate limiting, or errors originating from the CPPA DROP platform itself; (iv) DROP keys revoked, rotated, or expired by you or by the CPPA without notice to us; or (v) any statutory fine, penalty, or third party claim against you, which remains yours alone as the data broker of record.