Refund Policy

Datatrent stands behind the quality of every record we deliver. This Refund Policy describes when refunds are available, how to request one, and how we process them. This policy is part of our Terms of Service.

1. Free samples

Sample data is provided at no charge for evaluation. Because no payment is involved, samples are not subject to refund.

2. Verified Records — quality guarantee

Verified Records are delivered to Customer immediately upon successful payment. Because each record becomes accessible at the moment of delivery, Verified Record purchases are generally final.

However, we provide a data quality guarantee:

• If, within thirty (30) days of delivery, Customer demonstrates that more than 25% of business phone numbers in a purchased batch are disconnected, invalid, or otherwise non-functional (e.g., "number not in service" recording, persistent failed-call indicators), Customer may request either a pro-rated refund or replacement records of equivalent value.
• If a Customer demonstrates a comparable email deliverability failure rate (more than 25% hard-bounce on the email addresses in a batch), the same option applies.

"Demonstrably" means Customer is able to provide reasonable evidence such as a call log summary, bounce-back reports, or comparable documentation upon request.

3. Confirmed Intent (Premium) records — full refund terms

Premium records are built to order: typical turnaround is approximately three (3) business days, up to a maximum of seven (7) business days, depending on business contact availability for the recorded call. Because Premium records require a recorded telephone call with the business, there are scenarios in which a record cannot be successfully fulfilled (business unreachable after multiple attempts, business contact declines to participate, language barrier, etc.).

Pre-delivery cancellation: if Datatrent is unable to complete the recorded call within seven (7) business days of order, Customer may cancel the affected record and receive a full refund for that record.

Post-delivery refund: if a Premium record was delivered but the call recording is unavailable, inaudible, or does not contain the documented intent represented in the record metadata, Customer may request a full refund within thirty (30) days of delivery.

4. Custom data feeds and subscriptions

Custom data subscriptions (recurring deliveries, multi-vertical packages, enterprise feeds) are governed by the specific written terms agreed in the order or master subscription agreement. Where the order does not specify, our standard refund terms above apply on a pro-rated basis.

Active subscriptions may generally be canceled with thirty (30) days' notice; charges for the current billing period are not refundable except as expressly stated.

5. How to request a refund

Email info@datatrent.com with:

• Subject: "Refund request"
• Order or invoice ID
• Records affected (if applicable — please reference the specific records or batch)
• Reason for the refund request
• Supporting documentation, where applicable (e.g., bounce reports, call log summary)

We acknowledge refund requests within two (2) business days and respond with a decision within ten (10) business days.

6. Refund processing

Approved refunds are issued to the original payment method within five (5) to ten (10) business days of approval. Depending on Customer's bank or card issuer, the credit may take additional days to appear.

Refunds in foreign currencies may be subject to exchange rate fluctuations between the original payment and the refund.

7. Non-refundable items

The following are generally non-refundable:

• Setup fees, onboarding fees, or implementation services
• Custom development work, consulting hours, or bespoke data work delivered in good faith
• Records that have been resold, redistributed, or used in violation of these Terms or the Acceptable Use Policy
• Records purchased more than thirty (30) days prior to the refund request

8. Chargebacks

Customer agrees to contact Datatrent first to attempt to resolve any issue before initiating a chargeback or payment dispute with its card issuer or bank. Filing a chargeback without first attempting to work through this Refund Policy may result in suspension or termination of access and is a material breach of these Terms.

9. Disputes

If we deny a refund request and Customer disagrees, Customer may escalate by writing to info@datatrent.com. Unresolved disputes are subject to the dispute resolution provisions of our Terms of Service.