14-day replacement guarantee

Report a qualifying problem within 14 calendar days of payment from the secure order page. Include the CSV row number and evidence. We review claims within 5 business days.

What qualifies

For No Website Prospects, the business had an active matching standalone website when our recorded check was performed.
For a premium pack, the main finding cannot be reproduced from the recorded evidence.
The record is a wrong business match.
The business was inactive at the recorded check date.
The supplied public contact routes are unusable.
The same business appears more than once in the purchased file.

What does not qualify

A business launches a website or closes after the recorded check date.
A prospect does not reply, declines an offer, or has already chosen another supplier.
A buyer uses the information outside the permitted licence or in breach of outreach rules.

How we fix it

A qualifying row receives a one-for-one replacement from the same product and city. Premium replacements append a new delivery revision and preserve historical order evidence. If no unused checked replacement is immediately available, the claim remains open while we research one. A replacement refreshes the secure CSV download window for seven days.

Refunds

Because the product is digital research supplied immediately, a change of mind does not automatically create a refund where the law permits. If a paid order cannot be fulfilled, we provide a full refund to the original payment route where possible. If the product is faulty and we cannot repair it, replace qualifying records, or provide the purchased quantity within a reasonable period, we provide the remedy required by applicable law. Mandatory statutory rights and mandatory consumer rights are not affected.

City directories

A city directory is supplied as listed in dated open map data and is not individually rechecked, so some rows will be out of date. Within 14 calendar days of payment, email the affected rows with your licence reference: a dead number, a closed business, or a business outside the named city each qualify. We replace qualifying rows one for one from that city's private reserve; the city's page states how many records it holds. If the reserve cannot cover the rows you report, we refund those rows in proportion to the price paid. If more than a fifth of the rows qualify, you may choose a full refund instead.

Researched packs released by city

A researched pack released as a dated edition, such as Website Upgrade Opportunities for a named city, is delivered from the same secure order page as a directory. Within 14 calendar days of payment, email the affected rows with your licence reference. A row qualifies if you cannot reproduce its main finding from the evidence in the file, if it is a wrong business match, if the number is dead, if the business has closed, or if the same business appears twice. A website that the business changed after the check date in the file does not qualify, and that date is on every row. We replace qualifying rows one for one from that pack's private reserve. If the reserve cannot cover the rows you report, we refund those rows in proportion to the price paid. If more than a fifth of the rows qualify, you may choose a full refund instead.

Payment disputes

Please submit the problem through the order page first so we can preserve the evidence and respond quickly. This does not restrict any right to contact the payment provider or a regulator.