This Refund Policy applies to paid Top Prospect monitoring seats and credit packs and forms part of our Terms of Service. The Service is offered to business customers, not consumers acting for personal, family, or household purposes. Mandatory rights that cannot legally be excluded remain unaffected.
1. Free Trial
The seven-day free trial involves no payment and is not subject to this policy. If Customer does not purchase a seat, monitoring pauses at the end of the trial while existing results remain available subject to the current data-retention and deletion terms.
2. First Seat Purchase
Customer may request a refund of its first monitoring-seat purchase within seven days after payment if less than 10% of the granted credits issued for that purchase have been used. This evaluation refund is available once per Customer and does not apply to a later purchase or renewal.
Outside that evaluation window, a seat refund is available only where required under Section 6, required by mandatory law, or otherwise approved by us. A discretionary refund for a prepaid term is limited to complete, unused months remaining in that term. A started or partial month and granted credits are not separately refundable.
3. Expiry and Manual Renewal
Monitoring seats do not renew or charge automatically. Customer stops future seat charges by not placing a renewal order. Service remains available through the current paid period and then expires. The source binding is retained for 30 days, during which Customer may purchase a new term and reconnect it.
4. Credit Packs
A purchased credit pack may be refunded within seven days only if none of its credits have been used. The amount returned may be reduced by a non-recoverable blockchain network fee. Once any credit from the pack has been consumed, the purchase is not refundable. Unused purchased credits do not expire and remain in the account after monitoring seats end.
5. USDT Payment Exceptions
Customer must verify the network displayed at checkout, wallet address, asset, and exact amount before sending a payment. A transfer made using the wrong network, address, or asset may be unrecoverable. If recovery is technically possible, we may return the recoverable asset less network fees, but we do not guarantee recovery.
An underpaid order does not activate until the balance is completed or another resolution is agreed. An overpayment or duplicate payment may be converted into purchased credits at the rate recorded for the order to avoid another network fee.
6. Service Exceptions
We will consider a pro-rated refund where:
- the Service was unavailable for a continuous period exceeding 72 hours due to a cause within our control and Customer notifies us within 30 days after the outage; or
- a refund is required by applicable mandatory law.
7. How to Request a Refund
Send a request to [email protected] from the account email address and include the order identifier, transaction reference, reason, and the network and return address where relevant. Do not include a private key or seed phrase. We aim to respond within five business days; blockchain settlement time is outside our control.
8. Payment Disputes
Please contact us first so we can investigate a billing concern before initiating a dispute or reversal with a bank, exchange, wallet provider, or payment service. A fraudulent or abusive dispute may result in temporary account suspension while it is investigated. Nothing in this Section prevents a Customer from exercising a right that cannot legally be waived.
9. Changes to This Policy
The effective date and last-updated date appear at the top of this page. A change applies prospectively and does not reduce a refund right that had already arisen under the version in effect when the relevant payment was made.