Refund & replacement policy

1. After contact delivery

Once any supplier contact from your order has been delivered by email or made available in your account, no voluntary change-of-mind refund is offered for that order. This also applies to the All Suppliers Bundle. Delivery does not, by itself, remove statutory withdrawal rights or remedies for defective content.

2. Replacement for a failed contact

If a supplied contact is incorrect, disconnected, unreachable or no longer serves the category described in your pack, report it for verification. If the issue is confirmed, we will provide a working replacement in the same supplier category at no extra charge, within a reasonable time and without significant inconvenience. For a bundle, we replace the affected contact rather than the unaffected contacts.

3. Reporting a problem

• Keep your order reference, the email used to purchase and the affected pack name.
• Identify the failed contact and describe what happened.
• Include relevant screenshots or evidence of failed contact attempts, with unrelated personal information removed.

A verified support email is still awaiting publication; the website's existing placeholder contact details must not be relied on to submit a claim. Do not send full card details or account passwords. No additional claim deadline in this policy limits statutory rights.

4. What is not automatically a contact failure

A supplier's prices, minimum order quantities, temporary lack of stock, your profit margin or a change of mind do not alone establish that a contact is defective. A delayed reply alone is not conclusive; repeated unsuccessful attempts can be reviewed. These examples do not excuse a contact that fails to match what was advertised or otherwise does not conform to the contract.

5. Non-delivery and payment errors

If contacts were not supplied, the promised access cannot be restored, or you were charged twice in error, the no-voluntary-refund rule does not prevent correction or a legally required refund. We will investigate and provide the remedy required by applicable law. Transactions you make directly with a supplier are separate from your pack purchase.

6. Mandatory rights take priority

Replacement is our first remedy, not your only legal remedy. Where required by law, you may be entitled to a price reduction or to terminate the contract and obtain a refund, including if conformity cannot be restored, the problem persists, or the defect is sufficiently serious. A blanket “no refunds” rule cannot override those rights.

Applicable statutory withdrawal rights also remain unless the lawful digital-content exception has been properly established through express consent, acknowledgement and durable confirmation. This policy is not a waiver of those rights.

7. Approved refunds

When a refund is legally due, it will be returned using the original payment method unless another lawful arrangement is agreed, within the applicable legal time limit and without a refund fee. Your bank or payment provider may take additional processing time. Access to refunded content may be removed without affecting other valid purchases.

8. Consumer law references

Relevant protections include EU Directive 2011/83/EU on withdrawal and EU Directive 2019/770 on digital-content conformity, as implemented in applicable national law.