Refund & Data Replacement Policy

1. Our Data Quality Commitment

Contact data changes continuously. Employees change companies, businesses close, email accounts are disabled, telephone numbers change, and organizations update their systems.

LastDatabase uses its published sourcing, preparation, and verification processes to provide useful data. However, no contact database can remain permanently unchanged after delivery.

This policy provides a clear process when a customer believes a purchased dataset contains a material and verifiable quality problem.

2. Seven-Day Claim Period

A data-quality claim must be submitted within 7 calendar days of the applicable purchase or delivery.

Customers should inspect and test purchased data promptly. Waiting until after the claim period makes it difficult to determine whether a problem existed when the data was supplied or resulted from later changes.

3. How the 5% Bounce Threshold Works

The 5% threshold applies to qualifying email data that was actually purchased from LastDatabase and reasonably tested.

The percentage should be calculated from the qualifying purchased records included in the test. Records unrelated to the applicable LastDatabase purchase should not be included.

4. Hard Bounces, Soft Bounces and Delivery Failures

Not every unsuccessful email delivery proves that an email address is invalid.

A permanent invalid-address response or comparable hard-bounce result is materially different from a temporary delivery problem.

Temporary mailbox conditions, rate limits, recipient-server problems, spam filtering, sender reputation, message content, authentication, sending-domain configuration, or sending infrastructure can affect delivery even when the underlying email address exists.

LastDatabase will therefore review the bounce reason and supporting evidence rather than treating every unsuccessful delivery as an invalid record.

5. Proof Required for a Claim

Customers must provide enough information for the reported problem to be independently reviewed.

A claim should include:

• The LastDatabase order, invoice, transaction, or purchase information.
• The name of the purchased database or data package.
• The date the data was purchased or downloaded.
• The number of purchased records included in the test.
• The number of records reported as invalid or bounced.
• The calculated invalid or qualifying bounce percentage.
• A bounce report, validation report, or comparable technical report.
• Examples of the affected purchased records.
• Relevant bounce codes, error messages, or screenshots when available.
• A short explanation of how the data was tested.

LastDatabase may request additional information when reasonably necessary to verify the claim.

6. Evidence Must Match the Purchased Data

Submitted evidence must relate directly to the dataset covered by the claim.

Evidence that is incomplete, unrelated to the purchase, materially altered, fabricated, or impossible to verify may not qualify.

Customers should retain the original purchased file and the original test or bounce report until the review is complete.

7. Replacement Data or Refund

When LastDatabase verifies that a qualifying dataset exceeds the applicable 5% confirmed bounce or invalid-data threshold, we may provide replacement data or approve an eligible refund.

The appropriate remedy may depend on the type of issue, the affected records, the purchased product, the available replacement inventory, and the original transaction.

Where replacement data can reasonably resolve the verified problem, replacement may be offered. Where replacement is not appropriate or available, an eligible refund may be approved.

8. Other Material Data-Quality Problems

The 5% rule provides a clear threshold for qualifying email bounce and invalid-address claims. Customers may also report other material problems with purchased data.

Examples can include:

• Delivered data materially differing from the purchased database description.
• A significant number of materially incorrect records.
• A technical problem that makes the delivered file materially unusable.
• Materially incorrect data fields that can be demonstrated with reasonable evidence.

These claims are reviewed according to the nature of the problem and the evidence supplied.

9. Phone, WhatsApp and Telegram Data Claims

Email bounce percentages do not apply directly to phone-number datasets. Claims involving phone, WhatsApp-related, Telegram-related, or other non-email data should include evidence appropriate to the reported issue.

Examples may include affected records, validation results, technical reports, screenshots, or other information that allows LastDatabase to investigate the claimed data-quality problem.

10. What the Refund Policy Does Not Cover

A claim may not qualify when the reported problem primarily results from:

• Sender-domain or IP reputation.
• Missing or incorrect SPF, DKIM, DMARC, or other email configuration.
• Spam filtering or recipient-server policies.
• Email content or sending behavior.
• Temporary soft bounces or mailbox conditions.
• Customer software, import, CRM, or system configuration problems.
• A change of mind after purchasing the data.
• Using the data for a purpose different from the purchased audience.
• A claim submitted outside the applicable claim period.
• A claim without reasonable supporting evidence.

11. How We Review a Claim

1. The customer submits the claim and supporting proof.
2. LastDatabase identifies the applicable purchase and dataset.
3. We review the reported records and technical evidence.
4. We may request additional information when necessary.
5. We determine whether the claim qualifies under this policy.
6. If validated, we determine the appropriate replacement or refund remedy.

Submitting a claim does not automatically mean that a refund has been approved. Approval follows verification of the reported problem.

12. Refund Processing

When a refund is approved, LastDatabase will use a reasonably available refund method appropriate to the original transaction.

Processing time can vary depending on the payment provider, cryptocurrency network, financial institution, or other payment infrastructure involved.

13. Fraudulent or Manipulated Claims

Customers must not submit fabricated bounce reports, altered validation results, manipulated screenshots, unrelated records, or other misleading evidence.

LastDatabase reserves the right to reject claims where there is reasonable evidence of fraud, manipulation, repeated abuse, or misuse of the refund process.

14. Data Changes After Delivery

Data quality is time-sensitive. A record that was valid when checked can change later because the person, company, mailbox, phone number, or other underlying information changed.

This is why the policy uses a defined claim period and requires evidence tied to the applicable purchase.

15. Responsible Use and Customer Obligations

A replacement or refund policy concerns data quality. It does not remove the customer's responsibility to use data lawfully and appropriately.

Customers remain responsible for consent scope, applicable communication rules, suppression requirements, opt-outs, privacy obligations, and other requirements relevant to their activity and jurisdiction.