Refund Policy

This policy explains what happens to your money and to your credits: when we put credits back, when we do not, and what we do about data we sold you that turned out to be wrong. It sits alongside the Terms and Conditions, which describe credits themselves.

You are charged on delivery, not on attempt

Before anything else, the part of this that most often removes the question. Running a job places a reservation against your balance rather than a charge. You are billed only for outcomes actually delivered, and everything reserved and not used is released back to you automatically.

• If we look for a person and find nobody relevant, that costs you nothing.
• If we find the person but cannot verify an email address for them, you pay for the part we delivered and not for the part we did not.
• If you cancel a job part way through, only the outcomes already delivered settle, and the rest of the reservation is released.
• If a job is retried or resumed after a failure on our side, it cannot charge you twice for the same work.
• If a compliance rule stops us serving a request, nothing is charged.
• Once your workspace has paid for a value, looking at it or exporting it again is free, for as long as you hold the account.

Credits, and what they are not

• Prepaid. You buy credits before you spend them, either as a plan allocation or as a top-up.
• No cash value. Credits are a unit of account for using Decimio. They cannot be exchanged for money, and buying them is not a deposit with us.
• Non-transferable. They belong to one workspace and cannot be sold, given away or moved to another customer.
• They expire. Top-up credits are valid for 12 months from purchase. Plan credits roll over while the paid plan is active, up to three times the current monthly allocation, and lapse when the plan ends. Both limits can be different where local law or a written enterprise agreement requires it.
• Oldest first. When you spend, we use the credits closest to expiring first, so a balance is used before it lapses rather than after.
• Expired credits are gone. We do not reinstate them. Your account shows your balance and how much of it is expiring soon, and it does so before the date rather than after.

Quality credit back: data we sold you that is wrong

This is the real remedy in this policy, and it is a process rather than a goodwill gesture. Report it from the quality page in your account, or write to support@decimio.com.

What qualifies

A value we delivered to your workspace, charged you for, and that is demonstrably wrong. In practice this is almost always a contact detail we sold as verified that turns out not to work: an email address that hard bounces, or a number that is not the person's. Materially wrong means the value was wrong when we sold it to you, evidenced by something a person here can check.

These do not qualify, and it is fairer to say so here than at the end of a report:

• A value we labelled unverified, catch-all, stale or historical. Those labels are the warning, and the price reflects them.
• A person who has since changed job or company. Data ages; that is why every value carries the date it was true.
• An outcome you did not like: no reply, a bad fit, a list that did not convert. We sell data, not results.
• A value nothing was charged for. If it is wrong, still tell us, and we will correct it at source even though there is nothing to credit.
• A message that failed for a reason on your side, such as your own sending domain being blocked.

The window: 30 days

Report a value within 30 days of the day it was delivered to your workspace. Past that we refuse, and the reason is honest rather than administrative: after a month, a failed send says as much about the time that has passed as about the data we sold. The quality page in your account lists exactly the values still inside the window, so you are never offered something you cannot report.

The evidence

Tell us what happened in at least 20 characters. That is a low bar on purpose: a bounce message alone clears it and the word "wrong" does not. What actually helps is the message your mail server returned, the date you sent it, and what you sent. A report shorter than that is refused with an example of what would have worked, rather than being quietly filed.

You can report a given value once. A report we have decided cannot be resubmitted with better wording; if you think we got it wrong, write to support and a person will look at it.

What we do with it

We re-check the value: first against anything our store has learned since we sold it to you, then against a live source where one can answer for that kind of field. There are three possible answers and we tell you which one you got.

• Confirmed wrong. We credit back, and it counts against the source that sold it to us. Enough confirmed failures take that source out of our routing for a period, so your report improves what the next customer is sold as well as your own balance.
• The value stands. If it verifies again, the charge stands and we say so. If it is still failing for you, write to support with the bounce message and a person will look at it by hand.
• Nothing can re-check it. Where no source can answer for that kind of field, we uphold the report on your evidence. We would rather occasionally credit back a value that was fine than run a promise that quietly fails exactly where verification is hardest.

How much comes back

The portion for the field that was wrong, not the price of the package. A Complete Contact costs 8 credits and carries a name, a title, an employer, company context and a verified work email. If the email address bounces, you get back what a verified work email costs on its own. Refunding all 8 would be paying you for the parts that were right.

The amount is the standalone price of that field under the rate card in force, capped at what you were actually charged for the item, so a price rise between the sale and the report cannot turn a correction into a profit.

It comes back as credits, not as money, and it is added as a new line on your statement. Where possible the credits go back into the batch they came out of, keeping their original expiry; where that batch has gone or expired, we issue replacements. We never edit or delete the original charge, so the correction is visible on your statement rather than hidden in it.

The limits, and why they exist

Credit back is a correction, not a discount channel, so it is bounded. Both limits are measured over a rolling 30 days, the same length as the reporting window, so you are never held to a limit computed over a period you cannot see.

• A value limit. No more than 10 per cent of what your workspace actually spent in the last 30 days can come back as quality credit in that period, with a floor of 25 credits, whichever is the greater. Credit already returned in the period counts towards it.
• A count limit. No more than 50 reports in the same 30 days. Each report costs us a re-check, so a limit set only in money can still be flooded with cheap reports.

The 25-credit floor is there because a percentage alone would be worthless to a small account: a tenth of a single small batch rounds to nothing, and a promise that cannot pay out on your first bad address is not a promise. It is about five verified work emails: enough for an honest correction, too little to farm.

Going past a limit is not an accusation. If you do, the report is refused automatically and we tell you the numbers: what you spent, what has already come back, and what the cap is. Write to support and a person will look at the account with you. A workspace reclaiming more than a tenth of its spend is either being sold bad data systematically, which is a problem for a person to fix rather than for an automatic refund to paper over, or is working the process, and both need a human.

What is not refundable

• Credits themselves, for cash. Prepaid credits and plan fees are not refundable in money. Except where a mandatory law says otherwise, buying credits is a purchase rather than a deposit.
• Credits spent on outcomes we delivered correctly, including data you have used or exported.
• Expired credits, whether or not you meant to use them.
• A plan period you have used. If you cancel a paid plan, it runs to the end of the period you have paid for and does not renew. We do not refund part of a period.
• Change of mind, a change in your own plans, or a decision that the product is not for you after using it.
• A refusal on compliance grounds. Where we will not serve a request because of a jurisdiction or a data class, nothing was charged and there is nothing to refund.

We will always look at an exception where we have genuinely got something wrong, such as a billing error, a duplicate charge, or an account charged after you told us to close it. Write to support@decimio.com and say what happened.

Unused credits when the account ends

If you close your account, or we close it, any credits you have not spent lapse. They are not paid out in cash and they are not transferred anywhere.

We say that plainly because the alternative is finding out at the worst moment. Two things follow from it, and both are in your hands:

• If you are planning to leave, spend or export what you need first. Your account shows the balance and what is expiring soon.
• Buy top-ups against what you actually expect to use. A larger bundle is cheaper per credit and it is only cheaper if you use it.

If we terminate your account for our own convenience rather than for a breach of the Terms, we will credit back the unused portion of a plan period you have paid for. If we terminate for a breach of the acceptable use section of the Terms, we do not. Where the law of your country gives you a right to the value of an unused prepaid balance, that law applies and this section does not override it.

Chargebacks

If you think a charge is wrong, tell us before you tell your bank. We can usually fix it the same day, and a chargeback cannot.

If a chargeback is raised without contacting us first, we may suspend the workspace while the bank investigates and hold service until it is resolved. We will give the bank our ledger, which records every charge, every delivery it paid for and every credit back, and which is append-only, so a past entry cannot have been altered after the fact. If the chargeback succeeds we may remove the credits it paid for and close the account.

A genuine dispute is not abuse and we will not treat it as one. This paragraph is about a chargeback used instead of a conversation, not about a customer who has one.

How to ask, and how long we take

• A wrong value. Report it on the quality page in your account. The decision and the reason are shown immediately and are recorded against the report so you can read the same answer again later.
• Anything else. Write to support@decimio.com with the workspace name and what happened. We will acknowledge within two business days and answer within ten.
• Where a credit back is due, it lands on your balance as part of the decision rather than in a later batch.

Nothing in this policy removes any right you have under a mandatory law that applies to you.