1. General principle
A paid and credited request package is a service delivered at the moment of crediting. A refund is considered individually and processed by hand.
2. When a refund is possible
- The package was paid for but not credited because of a technical failure on the Provider’s side.
- Payment was made against an invoice that had expired, and the Customer declines to have the package credited.
- Overpayment: an amount larger than the invoice arrived — the difference is refundable.
- The search service was unavailable for more than [N] hours in a row and the Customer’s requests could not be executed.
3. When a refund is not made
- The package has been credited and at least one completed request has been charged from it.
- The package expired and the remainder was voided under the terms of the offer.
- Access was suspended or terminated because the Customer breached the terms of service.
- The Customer is unhappy with the search result: the service is the execution of the search, not a guarantee that data exists.
4. Underpayment and overpayment
If less than the invoiced amount arrives, the package is not credited automatically. The Customer is offered either to pay the difference within [N] days or to have the received amount refunded less the network fee.
In case of overpayment the Customer chooses: credit the difference towards the next package, or take a refund.
5. How to file a request
The request is sent from the account email address to billing@example.com and must contain the payment identifier, the date, the amount and the address for the refund.
6. Timing and method
A decision is taken within 5 business days. The refund is made in the same cryptocurrency to the address given by the Customer; the network fee is deducted from the refunded amount. The rate is determined at the moment the refund is executed.