Refund and Replacement Policy

1. Business customers only

Our databases are custom business-to-business (B2B) research and digital data services intended solely for customers purchasing for business or professional purposes. By placing an order, the customer confirms that the purchase is made wholly or mainly for its trade, business, craft or profession.

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded. Where mandatory consumer protection law applies despite the business-use nature of the service, that law will prevail to the extent required.

2. Custom nature of the service

Every order is prepared specifically for the customer using the selected package, target audience, search filters and project requirements.

Because research, licensed data sourcing, verification, enrichment, cleaning and quality assurance involve immediate time, labour and third-party costs, cancellation and refund rights are limited once fulfilment has begun.

3. When fulfilment begins

For the purposes of this policy, fulfilment is considered to have started once we begin any work relating to the order, including, for example:

• reviewing project requirements;
• validating or refining the requested audience;
• sourcing or researching data;
• accessing licensed data providers;
• verifying or cleaning records;
• enriching or organising data; or
• performing any other preparation necessary to deliver the requested service.

4. Cancellation before fulfilment begins

A customer may request cancellation before fulfilment has started.

If we confirm that no fulfilment work has begun, we will issue a full refund, less any non-refundable payment processing fees actually charged to us where permitted by applicable law.

5. Cancellation after fulfilment begins

Once fulfilment has started, payments are generally non-refundable for change-of-mind cancellations.

Where appropriate, and entirely at our discretion, we may issue a partial refund for the undelivered portion of the service after deducting:

• work already completed;
• supplier or verification credits already used;
• non-recoverable third-party costs;
• payment processing charges; and
• other reasonable fulfilment expenses.

6. After delivery

After a database has been delivered, refunds are not provided solely because:

• the customer changes its mind;
• the customer decides not to run the campaign;
• the campaign does not achieve a particular reply rate, open rate, meeting rate, conversion rate, revenue or commercial outcome;
• emails are filtered, blocked or rejected because of sender reputation, domain reputation, authentication, spam filtering, sending volume, email content or technical configuration;
• professional information changes after delivery;
• the selected audience or filters were too narrow, inaccurate or unsuitable;
• the customer cannot use the delivered file because of software or systems not supplied by Prazzmë, provided the agreed file format was correctly delivered.

Professional information naturally changes over time as individuals change employers, job titles, companies or business contact details. Accordingly, data accuracy is assessed at the time of delivery rather than indefinitely afterwards.

7. Email replacement guarantee

Replacement records are the primary remedy. Individual invalid records do not automatically entitle the customer to a cash refund.

A qualifying invalid email generally means a permanent hard bounce indicating that the mailbox or domain did not exist at the time of delivery.

The following normally do not qualify:

• temporary server errors;
• soft bounces;
• full mailboxes;
• rate limiting;
• catch-all or accept-all domains;
• spam filtering;
• sender reputation issues;
• authentication failures;
• campaign content;
• customer sending practices;
• emails that became inactive after delivery.

Customers requesting replacements should provide:

• the original delivered file;
• identification of the affected rows;
• reasonable supporting evidence such as SMTP hard bounce responses or reports from a recognised email verification service.

Prazzmë may independently verify submitted claims before approving replacements. Where suitable replacement records are unavailable, we may provide an alternative remedy that is reasonable under the circumstances.

8. Duplicates, formatting and quality issues

If the delivered file contains confirmed duplicate records, material formatting errors or inaccuracies in agreed fields caused by Prazzmë, we will correct the file or replace the affected records within a reasonable period.

Minor differences in abbreviations, punctuation, company naming conventions or publicly available spelling variations do not automatically constitute a defect unless they materially prevent reasonable use.

9. “Up to” quantities and unavailable matches

Package quantities represent maximum deliverable contacts. The final number may be lower where fewer suitable contacts exist for the requested criteria.

If we cannot supply the full quantity, we may recommend broader or alternative search criteria. If the customer declines a reasonable alternative and the remaining quantity cannot be supplied, we will refund the portion of the purchase price corresponding to the undelivered records.

No refund is due for records already delivered and accepted.

10. Failure to deliver

If Prazzmë is unable to deliver the agreed service and no reasonable alternative can be agreed, we will refund the amount paid for the undelivered portion.

This does not apply where delivery is prevented by:

• incorrect customer information;
• lack of customer cooperation;
• unlawful instructions;
• sanctions;
• payment disputes;
• fraud prevention measures; or
• any breach of the agreement by the customer.

11. Customer responsibilities

Customers are solely responsible for ensuring that any use of delivered data complies with all applicable laws, regulations and industry standards, including those relating to email marketing, privacy, anti-spam requirements and business communications.

Prazzmë does not guarantee that any particular outreach campaign is lawful in every jurisdiction or that recipients have consented to receive marketing communications.

12. Licence to use delivered data

Upon full payment, Prazzmë grants the customer a non-exclusive, non-transferable licence to use the delivered database for its own lawful internal business development, sales and marketing activities.

Unless expressly agreed in writing, customers may not:

• resell;
• redistribute;
• sublicense;
• publish;
• commercially exploit; or
• incorporate the delivered database into another product or database offered to third parties.

Ownership of Prazzmë's research methods, workflows, selection criteria, templates and intellectual property remains with Prazzmë.

13. Refund request procedure

To request a cancellation, correction, replacement or refund, please contact info@prazzme.com.

Please include:

• customer name;
• order or invoice number;
• delivery date;
• description of the issue;
• affected rows (where applicable); and
• supporting evidence such as bounce reports or screenshots.

14. Refund method and timing

Approved refunds will normally be issued to the original payment method. We aim to initiate approved refunds within 10 business days, although payment providers and financial institutions may require additional processing time. Currency conversion differences, bank fees and payment processor charges outside our control are not refundable unless required by law.

15. Chargebacks

Customers should contact Prazzmë before initiating a payment dispute or chargeback. Submitting a chargeback does not create any additional refund entitlement. When responding to payment disputes, we may provide the payment provider with relevant documentation including:

• the order;
• communications;
• delivery records;
• evidence of fulfilment; and
• this Refund and Replacement Policy.

16. Events beyond our control

Prazzmë is not responsible for delays or failure to perform caused by events beyond our reasonable control, including interruptions affecting third-party suppliers, internet services, payment providers, infrastructure providers, government action or other force majeure events. Where reasonably possible, we will communicate delays and work with customers to complete the service.

17. Changes to this policy

We may update this policy for future orders. The version accepted at the time an order is placed will apply to that order unless a change is required by law or agreed in writing. This policy forms part of our Terms of Service.

18. Contact

Company

Prazzmë

Support email

info@prazzme.com

Website

prazzme.com