Refund Policy

1. All sales are final

1.1 Business Data and credits are digital content supplied immediately after payment. Once data is delivered, credits are added to your account or a plan period has started, the payment is final and is not returned, including where you change your mind, no longer need the data or do not use your credits.

1.2 This policy forms part of our Terms and Conditions. It does not affect your statutory rights, which are described at the end of this policy.

2. Your request for immediate supply

2.1 At checkout you ask us to supply the digital content straight away and you acknowledge that you lose your right to cancel once supply begins. You give this request and acknowledgement by ticking the box at checkout, and we confirm it in your order confirmation email.

2.2 Business customers do not have a statutory right to cancel. If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 would normally give you 14 days to cancel a contract for digital content, but under regulation 37 that right ends once supply has begun with your express consent and acknowledgement.

3. Why we think this is fair

3.1 Before you pay you can search for free and see exactly how many businesses match, which kinds of contact detail each record holds, its scores and when it was last checked. Nothing is hidden behind a sample file, so you can decide what to buy with full information.

4. Automatic credit protection

4.1 You are never charged for records you already own, records on your suppression lists, records removed at the request of the business, or businesses whose verified owner asked not to receive sales contact. These are excluded before the price is set.

4.2 If you turn on live email verification for an export, records whose email fails are credited back automatically under the rule shown on your export. Under the standard rule, a record is credited back when its email fails and it has no phone number, because the rest of the record has no other way to reach the business.

4.3 While automatic bounce credit-back is switched on, an email address you exported from us that bounces with a certain “user unknown” result, reported through your connected mailbox or a campaign sent from your Account within the period shown on our trust centre, is credited back automatically, once for each record and up to the monthly limit per Account shown there. Full mailboxes, blocks, spam filters and temporary failures do not count. This is a process we run, not a promise that any address will deliver. We may change its limits or switch it off for future bounces; that does not affect credits already given or your other rights under this policy.

5. Faulty data and how we put it right

5.1 If a delivered file is corrupt, materially inaccurate or does not match your order, tell us with examples, such as the business pages concerned and any bounce messages. We investigate and, where we are at fault, we deliver the data again or add credits to your account for the affected records.

5.2 Each business record is more than its email address: it carries phone numbers, websites, social profile links, technology and the rest of the record. So where part of a record is wrong, we usually put it right with credits for that record rather than money. This does not affect any statutory right you have, as described below.

5.3 These remedies are for the data you bought. The tools that come with your account, such as outreach, CRM sync, AI features and Opportunity Spotter, are included features without a separate charge, as our Terms and Conditions explain. A problem with a tool does not by itself make the data faulty, but if a fault on our side used credits without the tool doing what was shown, we add those credits back.

6. Free credits

6.1 Our team can add credits from any support conversation for a data quality problem, bounced emails, goodwill or to resolve a complaint, and you see them straight away under Plans and Credits. Free credits have no cash value, cannot be transferred or exchanged, and can only be used on our platform.

7. How to report a problem

7.1 Open a conversation from Help and support in your dashboard or email [email protected]. Please tell us as soon as you can, and preferably within 14 days of delivery, so we can check the records while the evidence is fresh. This does not shorten any time limit the law gives you. We aim to reply within one working day and to resolve every case within 14 days.

8. Plans and cancellation

8.1 You can cancel a plan at any time from Billing. Cancelling stops future renewals; your plan, its features and credits stay available until the end of the period you have paid for. Payments for periods that have already started are not returned.

8.2 Pay as you go orders are complete when the records are delivered. Verification packs and verification top-ups are added to your verification balance when you buy them and are final in the same way; the balance expires as explained in our Terms and Conditions.

8.3 Features that run on your own AI key, such as Vela Novum, the AI site finder in the browser extension and the desktop app, are charged by your AI provider, not by us. We cannot refund or credit those charges, and the provider’s own terms decide whether it will. The browser extension and the desktop app are free of charge, so there is nothing to refund for them.

9. If we cannot supply your order

9.1 If we cannot supply an order at all because of a fault on our side, we supply it as soon as the fault is fixed. If we cannot supply it within a reasonable time, or if we decline an order, the payment for the part not supplied is returned to you through the payment method used.

10. Payment disputes and chargebacks

10.1 Please talk to us before opening a payment dispute; most problems are solved quickly. If a payment is reversed or disputed with a payment provider, the unused credits from that order are taken back as soon as we are told, and we may restrict the account while the matter is open. We keep records of orders, confirmations, deliveries, downloads and sign-ins and may use them to respond to the dispute.

10.2 If a dispute that paused the account is decided in our favour, or is withdrawn, an administration fee of £20 is payable before the account is active again, as set out in our Terms and Conditions. No fee is payable if the dispute is decided in your favour.

10.3 Nothing in this policy prevents you from using any right you have under the rules of your payment card scheme or under consumer law.

11. Your statutory rights

11.1 Nothing in this policy affects rights you have by law that cannot be excluded. If you are a consumer, the Consumer Rights Act 2015 gives you rights where digital content is faulty or not as described: usually a repair or replacement, and if that is not possible or does not happen within a reasonable time, a price reduction, which can be up to the full price. For services not performed with reasonable care and skill, you can ask for the service to be performed again or, where that is not possible, for a price reduction.

11.2 If you are a business customer, your remedies are set out in our Terms and Conditions.