Cancellation and refund policy

Who provides the Service

The Service is operated by Provenance Data Research LLC, a limited liability company formed in Wyoming, United States.

Before purchase

Public aggregates, ten fixed samples, the methods note, and the data dictionary are available to review before buying. Checkout identifies whether the order is recurring paid web access or a one-time versioned CSV, the total price and taxes, the licence, and the cancellation route.

Cancelling paid web access

You can cancel at any time from your account page. Cancellation stops future charges and keeps your access until the end of the period already paid for. Cancellation does not itself delete the account or records; retention and deletion are governed by the Privacy Notice and applicable law.

The 24-hour refund window

We operate a discretionary refund window of 24 hours on paid web access, so you can confirm the data matches its description before committing to it.

First purchase. A full refund is issued when the request is made within 24 hours of the charge, no more than 5 facility records have been opened since the purchase, no complete CSV has been downloaded on the account, and no earlier refund has been issued on the account.

Renewal charges. A renewal is refunded in full when the request is made within 24 hours of the renewal charge and no facility records have been opened in the new period. This applies whether or not a refund has been issued to you before — a subscription you meant to cancel and did not use should not cost you.

Outside these automatic conditions, the request is routed to a person under the process below. If no refund is approved, the subscription is cancelled going forward rather than refunded for the past.

How a request is decided

Recorded facts — when the charge occurred, how many facility records were opened since it, whether a CSV was downloaded, and the order’s status — are applied to fixed rules. A qualifying low-value subscription refund may be approved automatically. Every other outcome is routed to a person; automation does not issue a final refusal. Your explanation is retained for that review but is never machine-scored. The recorded facts and rule outcome make each decision explainable afterwards.

Complete CSV

A complete CSV is a versioned digital data release intended for immediate delivery. Before a successful download is issued, a cancellation request is reviewed against the actual order and delivery state and the merchant-of-record rules. Once successfully downloaded, the release is not refundable merely because a delivered file cannot be returned. Two remedies are always available instead.

Delivery failure. If the file did not arrive or will not download, we re-issue the download at no charge. A fresh link can be requested from your account page while the licence and entitlement remain valid.

Technical defect. Every release publishes a SHA-256 checksum. If the checksum of your file does not match the published value, the file is damaged: we re-issue it, and refund it if we cannot deliver an intact copy. If a field does not match what the data dictionary describes, send us the facility ID and field — a substantiated misrepresentation is refunded regardless of this policy.

Your statutory rights and the payment provider’s policy

Self-service purchase is offered only for business purposes to an authorised representative of a legal entity. If a purchaser is nevertheless treated as a consumer under mandatory law, notwithstanding that business-use statement, all mandatory consumer rights and every other non-waivable protection continue to apply. Payments are processed by a Merchant of Record which is the seller of record for the purchase; its own refund policy also applies and it may issue a refund independently of this policy.

Effect of a refund, and support

A confirmed refund, successful chargeback, or other final payment reversal stops paid web access, terminates the affected licence, and prevents new download links from being issued. It cannot recover copies already downloaded and we do not claim that it can; the Data License explains the resulting stop-use and deletion duties. Support and correction requests should include the order reference, the release ID or facility ID affected, and a short description of the issue. We aim to give a first substantive reply within two business days, but this is an operating target rather than a guaranteed response time.