Refund & Fulfilment Policy
THIS IS A B2B SERVICE.
DRAFT — pending review. Effective date: [REVIEW: set effective date on approval].
1. Scope
This Refund & Fulfilment Policy explains how deliverables are provided and when fees for prepaid Credits/Tokens may be refunded. It forms part of, and must be read together with, our Terms of Service (in particular §5, "Credits/Tokens, Billing, VAT"). Capitalised terms have the meaning given in the Terms. Where this Policy and the Terms conflict, the Terms govern.
LeadFlow is a business-to-business (B2B) service. Payments for Credits/Tokens are processed by our third-party payment provider, Stripe.
2. What You Are Buying (Fulfilment)
2.1. LeadFlow sells prepaid Credits/Tokens — usage units that are exchanged for on-demand B2B lead research and enrichment Services and their Deliverables (for example, lead lists delivered to Google Sheets or as a PDF).
2.2. Fulfilment is digital and on demand: Credits/Tokens are consumed when you place an Order or use a feature that generates a Deliverable, and the corresponding Deliverable is produced and made available to you within the Service.
2.3. Because Deliverables are digital and generated on request, a Credit/Token is treated as consumed once the associated Order has been processed and the Deliverable has been generated, whether or not you subsequently download or use it.
3. Refund Eligibility
3.1. Credits/Tokens are prepaid and are generally non-refundable, except (a) where a refund is required by applicable law, or (b) where we fail to provide Deliverables substantially as described in the relevant Order. This mirrors Terms §5.2.
3.2. Non-refundable by default: Credits/Tokens that have already been consumed, and Deliverables that have already been generated substantially as described, are not refundable.
3.3. Unused Credits/Tokens: [REVIEW: decide whether unused, unconsumed purchased Credits/Tokens can be refunded — the Terms only state credits are "generally non-refundable"; confirm if a goodwill refund of unused balance is offered, and within what window (e.g. 14 days of purchase).]
4. Failed or Defective Deliverables
4.1. If an Order fails to produce a Deliverable, or a Deliverable is not substantially as described in the Order, contact us (§7) and we will investigate.
4.2. Remedy: [REVIEW: confirm the remedy order of preference — e.g. re-run the Order, re-credit the consumed Credits/Tokens, or refund the fees paid — and whether the choice of remedy is ours or the Client's. The Terms do not specify a remedy mechanism beyond the §5.2 exception.]
4.3. Deliverables are provided on a best-efforts basis and reflect data available at the time of processing. A Deliverable is not defective merely because a subset of leads is later found to be outdated, unreachable, or unsuitable for your purpose; you are responsible for determining fitness for your intended use (see Terms §6).
5. How to Request a Refund
5.1. Email [email protected] from the email address on your account, including your account email, the Order reference or approximate date/time, and a description of the issue. 5.2. We aim to acknowledge refund requests within [REVIEW: response window, e.g. 3–5 business days] and to resolve them within [REVIEW: resolution window, e.g. 10 business days]. These windows are not stated in the Terms.
6. Refund Method & Timing
6.1. Approved refunds are issued to the original payment method via Stripe. We do not issue cash refunds or refunds to a different payment method.
6.2. After a refund is approved and initiated, the time for funds to appear depends on your bank or card issuer and is outside our control (typically several business days).
6.3. VAT: refunds are net of any irrecoverable transaction or currency costs only where permitted by law. VAT treatment follows Terms §5.4. [REVIEW: confirm whether payment-processor fees are deducted from goodwill refunds.]
7. Promotional & Free Credits
7.1. Promotional, bonus, or free Credits/Tokens have no cash value and are never refundable. [REVIEW: confirm expiry terms for promotional credits — the Service runs a scheduled promo-credit expiry job, so state the expiry window that applies.]
8. Statutory Rights
8.1. Nothing in this Policy limits any refund or other right that applicable law grants and that cannot be excluded.
8.2. LeadFlow is provided for professional B2B use. Statutory consumer rights, including the EU consumer right of withdrawal, generally do not apply to business customers. [REVIEW: confirm the Service does not sell to consumers; if it can, add the 14-day withdrawal right and the digital-content waiver wording.]
9. Chargebacks
[REVIEW: decide whether to include a chargeback clause — e.g. asking Clients to contact support before initiating a card dispute, and reserving the right to suspend accounts with unwarranted chargebacks. Not covered by the current Terms.]
10. Changes to This Policy
We may update this Policy from time to time. Changes apply prospectively and will be communicated through the Service or by email, consistent with Terms §5.3.
11. Contact / Operator
The Service is operated by:
KSTUDIO SIA
Skolas iela 36-5, Jūrmala, LV-2016, Latvia
Registration No.: 40203140189
VAT: LV40203140189
Email: [email protected]
