What this policy covers
This policy applies to business data orders delivered as Excel spreadsheets or another agreed digital format. Before payment, the written quote or order confirmation should state the audience criteria, required fields, record quantity, quality checks, delivery date, price, and permitted use. Website-development projects have separate project terms. This policy applies to new orders accepted after it is provided to the customer; it does not change existing agreements retroactively.
Review your delivery within 14 days
Please check your file promptly and report issues within 14 calendar days after delivery. Include your order or invoice reference, the affected record IDs, and a short explanation or relevant validation results. This is our standard business-order review window, not a limit on any rights or longer period required by applicable law. Hidden defects should be reported promptly after discovery.
When we will put things right
Contact us if the file cannot be opened, promised fields or records are missing, records materially fall outside the agreed criteria, or delivery fails an expressly agreed quality standard. We will review the issue and offer a corrected file or replacement for affected records at no additional charge. We aim to acknowledge requests within two business days and resolve confirmed issues within ten business days, or agree a practical resolution date with you.
When a refund applies
If we cannot correct a confirmed material issue within a reasonable period, we will refund the amount attributable to the affected portion of the order. A full refund applies when the entire delivery is materially unusable for its agreed purpose and cannot reasonably be corrected. Duplicate or excess payments will be refunded after verification. If we miss the agreed delivery date, you may request a revised date or cancellation and a refund for the undelivered portion. We will not require store credit instead of a refund that is due.
Cancellation before delivery
If you cancel before research or preparation begins, we will refund the full payment. Once agreed custom work has begun, we may deduct the reasonable cost of work already completed only where those cancellation charges were disclosed and accepted before payment. We will explain any deduction and refund the remaining amount. These deductions do not apply to cancellation caused by our failure to deliver as agreed.
What does not by itself qualify
After a delivery meets the agreed specification, a change of mind, a new target audience, or a change in your campaign plans does not by itself qualify for a refund. We do not guarantee sales, replies, conversion rates, or inbox placement unless a specific commitment is included in the written order. A campaign outcome alone does not establish a data defect. These exclusions never excuse non-delivery, a misdescribed file, or failure to meet an agreed quality standard.
How refunds are issued
Approved refunds are initiated within seven business days using the original payment method where possible. Your bank or payment provider may take additional time to post the credit. We will confirm the amount and processing date by email. For refunded records, stop using and distributing the affected data and delete working copies, except information that must be retained by law or as evidence of the dispute.
Your legal rights remain
Nothing in this policy excludes mandatory consumer protections, cancellation rights, remedies for faulty digital content, or other rights that cannot legally be waived. Where these rights apply, they take priority over this policy, including its review window and cancellation terms. Digital delivery alone does not automatically remove a statutory cancellation right.
Contact support
Email support@digitizeeagency.com for support, cancellation, or refund requests. You can also call +1 (818) 278-5503. This number does not currently accept WhatsApp messages. Do not include payment-card details or passwords in your request.