Purchase Protection Framework
Effective Date: May 15, 2026. This policy describes how we review, remediate, and resolve refund-eligible data quality claims.
This Refund Policy applies to one-time dentist data purchases made through DentistExpand, including exported lists and configured prospector orders.
Because digital records are delivered immediately, refund decisions are based on documented validation outcomes and eligibility criteria outlined below.
Refund or remediation requests must be submitted within 14 calendar days of delivery.
Requests submitted outside the review window may be declined unless required by law.
To assess a claim, we require a representative validation report generated from a recognized verification workflow, including methodology, timestamp, and sample evidence.
Screenshots alone are not always sufficient; machine-readable evidence may be requested to complete a fair review.
If a documented review confirms an invalid-email rate above 96% for the delivered segment, the order qualifies for remediation.
Remediation may include replacement records or a proportional refund amount corresponding to the confirmed invalid portion, based on review findings and order context.
When replacement is selected, records are regenerated from current eligible sources and delivered with refreshed matching workflows.
Replacement delivery timelines depend on scope, filters, and source availability.
Where approved, refund values are calculated only against the confirmed invalid share of the paid order value, excluding successfully delivered valid portions.
Payment processor fees and taxes are handled according to processor and jurisdictional rules.
Refunds are generally not available for preference changes, campaign strategy outcomes, deliverability issues caused by sender reputation, DNS/authentication setup, or non-compliant sending practices.
Claims may be denied where evidence is incomplete, unverifiable, or inconsistent with the original purchased scope.
Customers must conduct lawful outreach and comply with applicable regulations, including CAN-SPAM and relevant privacy requirements.
Policy protections do not apply to misuse, unauthorized redistribution, or prohibited outreach activity.
Most refund or replacement reviews are completed within 5 to 10 business days after all required evidence is received.
Complex or high-volume requests may require additional review time, and status updates are provided by support.
Submit requests through our Contact Us page with subject line: Refund Review Request.
Include order ID, purchase date, segment details, and your validation evidence to help us process quickly.
We may revise this Refund Policy periodically to reflect product, legal, or operational changes. Updates become effective when published with a revised date.
