Refund Policy

BtoB DataBoxx ("Company", "we", "us", or "our") is committed to delivering high-quality B2B data services. This Refund Policy outlines the circumstances under which refunds or credits may be issued for our subscription plans and one-time data purchases. By purchasing any of our services, you agree to the terms set out in this policy.

This policy applies to all plans — Starter, Professional, and Enterprise — as well as any custom data orders, enrichment runs, or one-time exports purchased through our platform or sales team.

2.1 Monthly Subscriptions

Monthly subscription fees are billed in advance at the start of each billing cycle. We do not offer refunds for partial months. If you cancel a monthly subscription, your access will continue until the end of the current billing period and will not renew. No refund will be issued for the remaining days in the billing cycle.

2.2 Annual Subscriptions

Annual subscriptions are billed upfront for a full 12-month term. Refunds for annual plans are available within 14 days of the initial purchase date, provided that fewer than 5,000 contact records have been exported and no enrichment API calls have been made against the subscription. After 14 days, or once usage thresholds have been exceeded, annual subscription fees are non-refundable.

2.3 Plan Upgrades

When you upgrade from a lower-tier plan to a higher-tier plan mid-cycle, you will be charged a prorated amount for the remainder of the billing period. Upgrade charges are non-refundable once the upgraded plan has been activated and data access has been granted.

2.4 Plan Downgrades

Downgrades take effect at the start of the next billing cycle. No refund or credit is issued for the difference in plan cost during the current billing period.

3.1 Email Deliverability Guarantee

We guarantee a minimum 95% email deliverability rate on all exported contact batches. If a verified export batch falls below this threshold — as measured by a recognised email validation tool within 30 days of export — we will replace the invalid contacts with verified records of equivalent specification at no additional charge.

3.2 Replacement Process

To claim a data replacement, you must submit a written request to [email protected] within 30 days of the export date, including the export ID, the validation report, and the number of invalid records identified. Replacements are issued as additional contact credits, not as monetary refunds.

3.3 Exclusions

The accuracy guarantee does not apply to contacts that have changed roles, left their company, or updated their email address after the date of export. B2B contact data naturally decays at approximately 2–3% per month due to job changes and company closures; this natural decay is not covered by the accuracy guarantee.

4.1 Custom Data Orders

Custom data orders — including bespoke prospect lists, bulk enrichment runs, and one-time database cleansing projects — are non-refundable once the data has been delivered. If the delivered data does not meet the agreed specification (e.g. incorrect industry filters, wrong geography), we will re-process the order at no charge within 10 business days of the delivery date.

4.2 Free Data Samples

Free 100-contact data samples provided as part of a demo or trial are complimentary and are not subject to this refund policy.

Enterprise customers operating under a custom Master Service Agreement (MSA) are subject to the refund and credit terms specified in that agreement. In the event of any conflict between this Refund Policy and an executed MSA, the MSA shall take precedence.

Enterprise customers with dedicated Customer Success Managers should contact their CSM directly to discuss any billing disputes or refund requests.

6.1 Uptime SLA

We maintain published uptime SLAs of 99.5% (Starter), 99.9% (Professional), and 99.99% (Enterprise). If we fail to meet the applicable SLA in any given calendar month, eligible customers may request a service credit equal to a prorated portion of their monthly fee for the affected downtime period.

6.2 Claiming SLA Credits

SLA credit requests must be submitted in writing to [email protected] within 30 days of the end of the month in which the outage occurred. Credits are applied to the next billing cycle and are not redeemable for cash. Scheduled maintenance windows, force majeure events, and outages caused by third-party infrastructure providers are excluded from SLA calculations.

To submit a refund or credit request, please contact our billing team at [email protected] with the subject line "Refund Request — [Your Company Name]". Include your account email address, the invoice number(s) in question, and a brief description of the reason for your request.

We aim to acknowledge all refund requests within 2 business days and to resolve them within 10 business days. Approved monetary refunds are processed to the original payment method and may take 5–10 business days to appear depending on your bank or card issuer.

The following are non-refundable under all circumstances: (a) setup fees and onboarding fees; (b) fees for professional services, custom integrations, or consulting work already performed; (c) add-on purchases (e.g. additional seat licences, extra export credits) once activated; (d) fees for any plan or service where the refund window has expired; (e) charges disputed more than 60 days after the invoice date.

We reserve the right to update this Refund Policy at any time. Material changes will be communicated to active subscribers via email at least 14 days before taking effect. Continued use of our services after the effective date of any changes constitutes acceptance of the revised policy.

If you have questions about this Refund Policy or wish to submit a request, please contact us at: