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Written, not discretionary

Replacement policy

Some share of any data file will be bad. Anyone who tells you otherwise is selling. What separates vendors is whether the remedy is written down before you order, or decided by how the phone call goes afterwards.

If a record does not meet the standard, we replace it — free of charge, no argument, no restocking fee, no quibbling over the count.

That is the commitment, and it is not conditional on how big your order was or how long you have been a customer. What it is not is an open tap: a request for additional records with no defect behind it is a new order, not a claim. Holding that line is precisely what lets us honour the policy properly for the buyers who have a real one.

Replaced free of charge

  • The phone number is disconnected, unassigned or not in service.
  • The number reaches a person or business with no connection to the record.
  • The business is confirmed permanently closed.
  • The record duplicates another record in the same order.
  • Key fields you paid for are empty or plainly wrong — the wrong business, the wrong state, a mismatched owner.
  • The record appears on the federal do-not-call registry and was supplied in a scrubbed product.

Not a replacement claim

  • The merchant is not interested, does not pick up, or ends the call. That is selling, not a data defect.
  • The merchant does not fit your funder’s box. We supply contact data, not approvals.
  • A voicemail that is never returned. The standard is a working, correctly-attributed line — not a conversation.
  • The estimated revenue band turned out to be different. Bands are estimates and are labelled as such.
  • The campaign underperformed. We will happily look at the file with you, but performance is not a defect.
  • A request for extra records with no defect behind it. Topping up an order is a new order, not a claim.

How to raise a claim

Call the desk or reply to your delivery email with the affected records and the disposition your dialer gave them. A disposition export is ideal; a list of row numbers with a one-word reason is fine. We do not require a written explanation per record, and we do not ask you to prove a negative.

Raise it while the file is still current. The older a record gets after delivery, the harder it is for either of us to tell a data defect from ordinary churn — a business that closed six weeks after you bought the record was trading when we sold it.

How replacements are supplied

Like for like, from the same product and the same filters as the original order, at no cost. If the equivalent stock is not available we will tell you rather than substituting something weaker and hoping you do not notice.

Refunds

Delivered data is replaced rather than refunded. Once a file is in your hands it cannot be returned or un-seen, which is why every serious data vendor works this way. The replacement commitment above is the remedy, and we would rather make it generous than argue about it.

In short

Bad data is on us. A slow week is not bad data. We will always take the call.

Got a file that is not performing? Call before you write it off — we will look at it with you.

(646) 932-4082