Legal

Refund
Policy.

Last updated: June 8, 2026

At HomeTrace (operated by BLACK SUN HOLDING LLC), customer satisfaction is our top priority. We stand behind our property history reports with a straightforward, no-hassle 30-day money-back guarantee on every purchase.

1. Our 30-Day Money-Back Guarantee

If you are not satisfied with your HomeTrace purchase for any reason, you may request a full refund within thirty (30) days of the original purchase date. This applies to all product types:

  • Single property history reports
  • Report bundles (Basic Bundle and Value Bundle)
  • Monthly membership plans

No questions asked. No fine print. No hoops to jump through.

2. Refund Eligibility by Product Type

2.1 Single Reports ($5.99)

  • Eligible for a full refund within 30 days of purchase, regardless of whether the report has been viewed or downloaded.
  • If you received a report with a factual inaccuracy attributable to our processing, you are entitled to a corrected report and a full refund — even after 30 days.

2.2 Report Bundles (Basic Bundle & Value Bundle)

  • Eligible for a full refund of the bundle purchase price within 30 days of purchase.
  • If you have used some credits from the bundle, your refund will be prorated: the refund amount equals the bundle price minus the single-report price ($5.99) for each credit used.
  • Unused bundle credits are forfeited upon refund.

2.3 Membership Plans (Starter, Pro, Premium)

  • Eligible for a full refund of the most recent monthly billing cycle within 30 days of that charge.
  • If you have used reports during the billing period being refunded, your refund will be prorated: the refund amount equals the monthly fee minus the single-report price ($5.99) for each report used in that billing period.
  • Refunding a membership payment automatically cancels your subscription. You will not be billed again unless you resubscribe.
  • Previous billing cycles (older than 30 days from date of charge) are not eligible for refund.

3. How to Request a Refund

You can request a refund through any of the following methods:

  1. Email: Send a refund request to support@hometrace.com with the subject line “Refund Request.” Include your account email address and the order or transaction ID.
  2. Phone: Call us at (619) 984-3533, Monday–Friday, 8am–8pm ET. Our support team can process your refund during the call.
  3. Account dashboard:Log in to your HomeTrace account, navigate to “Billing & Orders,” and click “Request Refund” next to the relevant order.

You will receive an email confirmation within 24 hours once your refund has been initiated.

4. Refund Processing & Timeline

  • All refunds are processed back to the original payment method used at checkout (credit card, debit card, Apple Pay, or Google Pay).
  • Refund processing typically takes 5–10 business days to appear on your statement, depending on your bank or card issuer.
  • Refunds are processed in USD. If you paid in a different currency, the refund amount may vary slightly due to exchange rate fluctuations — this is determined by your bank, not by HomeTrace.
  • You will receive an email notification from Stripe (our payment processor) once the refund has been issued.

5. Subscription Cancellations

Cancellation and refund are separate actions:

  • Cancellation without refund: You can cancel your membership at any time from your account dashboard. Cancellation takes effect at the end of the current billing period. You retain access to your remaining credits until that date. No further charges will be made.
  • Cancellation with refund: If you cancel and also want a refund for the current billing period, submit a refund request as described in Section 3. Prorated refund rules from Section 2.3 apply.

There are no cancellation fees, early termination fees, or penalties of any kind.

6. Report Accuracy Guarantee

Beyond our standard 30-day refund window, we offer an extended guarantee for report accuracy:

  • If you discover a factual inaccuracy in a Report that is attributable to our data processing (not a source-level error in the public record itself), notify us within 90 days of purchase.
  • Our research team will investigate and issue a corrected Report within 48 hours at no additional charge.
  • If we are unable to resolve the inaccuracy, you are entitled to a full refund for that Report — even if the 30-day window has passed.

7. Non-Delivery Guarantee

If you purchase a Report and do not receive it within 24 hours, you are entitled to either:

  • Immediate re-processing and expedited delivery of the Report, or
  • A full refund

Contact us at support@hometrace.com or call (619) 984-3533 and we will resolve the issue immediately.

8. Chargebacks & Disputes

We encourage you to contact us directly before initiating a chargeback or payment dispute with your bank. We process refunds quickly and can usually resolve issues faster than the chargeback process. Filing a chargeback without first contacting us may result in:

  • A delayed resolution (chargebacks typically take 30–90 days through your bank)
  • Temporary suspension of your HomeTrace account during the investigation
  • Additional fees that your bank may charge for the dispute process

We respond to all chargebacks promptly and provide full documentation to payment processors. Fraudulent chargebacks (requesting a chargeback after receiving and using the Service) may result in permanent account termination.

9. Exceptions

Refunds will not be issued in the following limited circumstances:

  • Requests made more than 30 days after purchase (except under the Accuracy Guarantee in Section 6 or Non-Delivery Guarantee in Section 7)
  • Accounts terminated due to violations of our Terms of Service, including use of Reports for FCRA-regulated purposes
  • Fraudulent purchases or suspected payment fraud

10. Changes to This Refund Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated “Last updated” date. Material changes will be communicated via email. Changes do not apply retroactively — any purchase made before a policy change is governed by the Refund Policy in effect at the time of purchase.

11. Contact Us

Questions about refunds? We're here to help:

  • Email: support@hometrace.com
  • Phone: (619) 984-3533 (Mon–Fri, 8am–8pm ET)
  • Response time: We aim to acknowledge all refund requests within 4 hours during business hours and process them within 1 business day.

Entity: BLACK SUN HOLDING LLC, doing business as HomeTrace.