Delivery and Refund Policy

Delivery time and format

Orders are normally prepared within an estimated five minutes to a few hours after payment, depending on verification progress. An administrator reviews the order before customer download access is released. Additional checks, missing information or technical issues can extend this estimate. Contact Us with your order reference if your order is delayed.

Delivery is digital: the approved CSV appears in My Orders in the purchasing account. There is no physical shipment or shipping charge. CSV can be opened in compatible spreadsheet software, although large files may exceed an application’s row or memory limits. A native Excel workbook is not included unless expressly agreed.

Check the availability/expiry shown for your file and save a secure copy promptly. Individual download links expire sooner than the file’s availability period; return to My Orders for a new link while the file is available. If an unresolved access problem prevents download, contact us for help.

Confirmed invalid records

We provide replacement data or a proportional refund for confirmed invalid records. Submit your order reference and the affected records through Contact Us, with any relevant delivery report or other evidence. Start with a description and a small set of examples; we can arrange an appropriate way to review larger evidence files.

Examples include an incorrectly recorded number or a number confirmed to be disconnected or not serving as a fax destination. A single busy result, no answer, temporary transmission failure, or lack of a marketing response does not alone establish that a record is invalid. We assess the evidence and explain the outcome.

We will discuss replacement records or a refund for the confirmed affected portion. Where available, replacements should match the purchased scope. If suitable replacements are unavailable, we will provide the applicable proportional refund. We will not substitute unrelated data without your agreement.

For orders priced by unique fax numbers, the affected proportion is calculated using the confirmed invalid unique fax numbers divided by the purchased unique fax count, applied to the amount paid for the list. Several contacts sharing the same invalid fax number count once for this calculation. Any associated tax adjustment is handled as applicable. Please do not count an already replaced or refunded number again.

Incorrect files, failed delivery and duplicate charges

If we supply the wrong list, a corrupt file or a file materially inconsistent with the agreed filters, contact us so we can investigate and correct or reissue it. If we cannot provide the agreed product, we will arrange an appropriate refund. Confirmed duplicate charges are refunded.

If we reject an order and do not supply the purchase, any captured payment must be returned. Order rejection and payment reversal are separate steps; a rejected status does not itself mean your bank has completed a refund.

Cancellation and digital returns

If you need to cancel, contact us promptly before release. We will check the order’s payment and preparation status and confirm whether cancellation is possible. Do not assume an order is cancelled until we confirm it.

After release, change-of-mind returns are generally unavailable because the digital file can be retained. This does not remove our invalid-record remedy or rights for failed delivery, an incorrect product or other matters protected by law. There are no recurring subscription payments to cancel for a one-time list purchase.

Receiving a refund

Use Contact Us and include the email associated with your order so we can reply. We will explain the reviewed issue, agreed remedy and refund amount. Approved refunds are returned through the original payment method where possible; your provider or bank determines when the credit appears. We will confirm when the refund has been initiated.

No campaign-sales or profit guarantee is offered. These conditions do not limit mandatory legal rights or payment-provider protections. A full refund for a delivered list requires you to stop using and delete its usable copies, except records that must be retained by law.