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Refund & Delivery

Version 1.0 (draft) · Last updated TODO — [EFFECTIVE DATE]

This policy explains how we deliver the lists you buy from CompanyLists, your cancellation rights, and when you can get a refund. Please read it together with our Terms of Sale & Licence, our Acceptable Use Policy, our Privacy Policy and our Database Privacy Notice.

In this policy:

  • "we", "us", "our", "CompanyLists" means Team Dimensions Ltd, a company registered in England and Wales with company number 08348964, registered office Walden House, Foxcombe Road, Oxford, OX1 5DL. You can reach us at [email protected].
  • "you", "the buyer" means the person or organisation that places an order on https://companylists.co.uk.
  • "list" or "CSV" means the dataset you license from us, delivered as a comma-separated-values file.
  • "Consumer" means an individual buying wholly or mainly outside their trade, business, craft or profession. "Business Customer" means anyone who is not a Consumer. If you buy in the course of, or for the purposes of, your trade, business, craft or profession (including as a sole trader or as a partnership), you are a Business Customer and the Consumer-only protections in sections 3 and 4.2 do not apply to you. Most CompanyLists buyers are Business Customers, but where a buyer is a Consumer the additional protections in sections 3 and 4 apply.

1. Placement and status

This standalone Refund & Delivery page exists for transparency, so you can find our refund and delivery terms easily before you buy, and so they are clear and accessible to Consumers as well as Business Customers.

This page forms part of our Terms of Sale & Licence. It is not a separate contract. The operative, legally binding terms are those set out in the Terms of Sale & Licence — specifically the "Delivery" and "Cancellation, refunds and remedies" clauses — and this page restates those same terms in plain language. We keep this page and those clauses substantively identical and cross-linked. If there were ever any conflict between this page and the Terms of Sale & Licence, the Terms of Sale & Licence prevail.

Like our Acceptable Use Policy, this Refund & Delivery policy is published both as operative clauses inside the Terms of Sale & Licence and as this short standalone page, so it is findable on its own while the binding contract stays in one place.

2. Delivery of the CSV

2.1 What you receive and how

Everything we sell is digital content. There is no physical product, no postage and no delivery charge. After your payment is successfully completed through Stripe Checkout, we deliver your list as a downloadable CSV file, by one or both of:

  • an email containing a secure download link sent to the email address you provided at checkout; and/or
  • a download from the optional account that we may offer you after payment (creating an account is optional — your purchase and delivery work with no login).

2.2 When you will receive it

We aim to deliver your list as quickly as possible. Please note that, particularly in our early operation, initial orders may be fulfilled manually rather than literally instantly. Our target is to deliver your CSV within one business day of your payment clearing, and it is often much sooner. Business days are Monday to Friday, excluding public holidays in England and Wales.

Immediately after payment, Stripe sends you a payment confirmation, and we send you an order confirmation email. That confirmation email is your confirmation of the contract on a durable medium and records what you bought, the price paid, and your cancellation position (see section 3). Please keep it.

If you have not received your list within the target time above, please contact [email protected] with your order or Stripe session reference and we will resolve it promptly.

2.3 Prices

All prices shown on the site are in pounds sterling (GBP). The price you pay is the total price shown at checkout; there are no separate delivery charges. Where a refund is due under this policy, we refund the full amount you actually paid.

2.4 Pro all-access tier — 12 months of updates

The Pro · all-access tier (as shown on the relevant list page) is a 12-month licence purchased as a single one-off payment — it is not a subscription, and we will never automatically renew or re-charge you. As well as immediate access to every list on the site, it includes 12 months of updates and weekly refreshes. These are delivered the same way as any other list — by download link and/or your optional account — and refreshed data is made available to you on a rolling basis during your licence term. Your access to lists and updates under the Pro tier ends 12 months after the date of purchase (the date your payment cleared), unless you choose to buy again. After your 12-month term ends, any data you downloaded during the term remains licensed to you for your own internal B2B use under the Terms of Sale & Licence in force at download (this licence is perpetual), but you will no longer receive new lists or refreshes. You remain responsible, as an independent controller, for keeping any personal data you continue to use accurate and up to date and for ceasing to use data that is no longer accurate.

Because the Pro tier includes an ongoing supply of updates over 12 months, additional Consumer cancellation rules apply to it — see section 3.4.

2.5 Your responsibilities

To receive and use your list you must:

  • provide a correct, working email address at checkout (we deliver to the address you give Stripe — if it is wrong or mistyped, delivery may fail; tell us and we will re-send to the correct address); and
  • have software able to open a CSV file (for example Microsoft Excel, Google Sheets, Apple Numbers, or any spreadsheet or database tool). CSV is a universal, plain-text format; we are not responsible for third-party software you choose to use.

3. Cancellation right and its loss (Consumers)

This section applies if you are a Consumer. It restates your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013"). (If you are a Business Customer, the statutory 14-day cancellation right does not apply to you; your position is governed by the Terms of Sale & Licence.)

3.1 The 14-day right — and why it is lost on download

As a Consumer buying online, you normally have 14 days to cancel a purchase of digital content and receive a refund. However, that cancellation right is lost once we begin supplying the digital content to you — that is, once download or supply of your list begins — where you have given your express consent to immediate supply and acknowledged that you will lose your cancellation right.

Because our lists are delivered immediately or very quickly, at checkout you must tick a mandatory, non-pre-ticked checkbox confirming both:

"I want CompanyLists to start supplying my list immediately, and I understand that I will lose my right to cancel and to a refund once the download begins."

The checkbox is mandatory and is not pre-ticked; you cannot complete checkout, and no download link is released, until you have ticked it, and supply does not begin until you have given that consent. You give that express consent and acknowledgement before the download link is released, and we keep a timestamped record of it, confirmed back to you in your order confirmation email (a durable medium). Once you have given that consent and we have begun supply, you no longer have a right to cancel for change of mind, in line with regulation 37 of the CCR 2013.

3.2 If that consent was not captured

If, for any reason, that express consent and acknowledgement were not properly captured at your checkout, then your 14-day cancellation right and your right to a refund survive, and you may cancel within 14 days of the day after your purchase and receive a full refund. We will not rely on the waiver against you where it was not validly obtained.

3.3 Cancelling before delivery

If you change your mind before your list has been delivered or its supply has begun, you may still cancel and receive a full refund. To cancel, simply email [email protected] quoting your order or Stripe session reference, or use the model cancellation form below. You do not have to use this form, but it is the quickest route.

3.4 The Pro all-access tier (ongoing updates) — special Consumer rules

The Pro all-access tier includes a service element: 12 months of updates and refreshes supplied over time. For this ongoing element, the instant-download waiver in section 3.1 does not, by itself, remove your 14-day cancellation right. So that we can start your updates and access straight away, at checkout for the Pro tier you also expressly request that we begin supplying the ongoing updates and access during the 14-day cancellation period, and you acknowledge that if you cancel within those 14 days you will be charged for what has already been supplied.

If you are a Consumer and you cancel the Pro contract within 14 days of purchase, you are entitled to a refund of the price you paid, less a proportionate (pro-rata) amount reflecting the access and updates already supplied up to the point you told us you were cancelling, in line with regulation 36 of the CCR 2013. After the 14-day period, the change-of-mind cancellation right no longer applies (your statutory rights if the service or content is faulty or not as described are unaffected — see section 4.2).

3.5 Model cancellation form

Model cancellation form

To: CompanyLists, Team Dimensions Ltd, [email protected]

I hereby give notice that I cancel my contract for the supply of the following digital content / service:

  • Ordered on / received on: __________
  • Order / Stripe session reference: __________
  • Your name: __________
  • Your email (used at checkout): __________
  • Date: __________

4. Refunds — what is and isn't refundable

4.1 No general change-of-mind refund after download

Because lists are digital content delivered immediately, once your file has been downloaded (or its supply has begun) we do not offer refunds for change of mind. For Consumers this reflects the cancellation waiver described in section 3 (and, for the Pro tier, is subject to the pro-rata rules in section 3.4); for Business Customers there is no statutory cancellation right in any event. Please use the 15 free sample rows shown before purchase to check the list is right for you before you buy.

4.2 Your statutory rights if the data is faulty (Consumers)

Nothing in this policy or in our Terms affects your statutory rights as a Consumer under the Consumer Rights Act 2015. If you are a Consumer and the list we supply is faulty, not as described, or not of satisfactory quality, you are entitled to the statutory remedies for digital content — which may include a repair or replacement (for example, a corrected or re-supplied file) and, where that is not possible or not done within a reasonable time, a price reduction or refund. We will work with you in good faith to put things right.

4.3 What does NOT count as a defect or refund trigger

So expectations are clear and consistent with how the data is described before you buy, the following are inherent characteristics of compiled, public-source contact data and are not faults, defects, or grounds for a refund:

  • Bounced or undeliverable emails. Email and phone details are drawn from public and published sources and change constantly. We do not warrant that every email or phone number is current or reachable.
  • Spam-filter, blocklist or deliverability issues. If your messages are filtered, throttled or blocked by recipients' spam filters, blocklists or mail providers, that relates to your own sending setup and reputation, not to a defect in the data.
  • Records without an email or phone. Not every record includes a contact email or phone. As we state before purchase, approximately 75% of records include an email and approximately 67% include a phone. A record lacking one of these fields is expected and is not a defect.

These points reflect the "as is" basis on which data is provided to Business Customers under the Terms, and do not limit a Consumer's non-excludable statutory rights in section 4.2.

Nothing in this policy limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded. Our limitation and exclusion of liability in full is set out in the Terms of Sale & Licence.

4.4 Discretionary goodwill remedy

Separately from, and without limiting, your statutory rights, we may at our discretion offer a goodwill remedy — a re-supply or a refund — in cases such as:

  • a genuine duplicate purchase (for example, you accidentally bought the same list or tier twice); or
  • a corrupt or unreadable file that, for some reason, cannot be re-supplied to you in working form.

Where a corrupt file simply needs re-sending, we will normally re-supply it rather than refund.

For the Pro all-access tier (a single one-off 12-month licence, not a subscription), the updates-and-ongoing-access element — the 12 months of refreshes and continued access — is non-refundable for change of mind once the licence is activated (that is, once you have downloaded any list or otherwise begun using the all-access entitlement). This is subject to your statutory rights as a Consumer if the content or service is faulty or not as described, and subject to a Consumer's 14-day pro-rata cancellation right in section 3.4.

5. How to claim and timeframes

5.1 How to contact us

To cancel (where you still can), to raise a fault, or to request a refund or re-supply, email [email protected]. Please include:

  • your order or Stripe session reference (it's in your confirmation email);
  • the email address you used at checkout;
  • the list / tier you bought; and
  • a short description of the problem (for a data fault, a couple of examples help us investigate quickly).

5.2 Our response and resolution times

We aim to acknowledge your message within one business day and to resolve refund and re-supply requests within 2 business days. If something needs more investigation, we will tell you what to expect and keep you updated.

5.3 How refunds are paid

Where a refund is due, we make it to the original payment method via Stripe, normally within 14 days of the day we agree the refund (and, for valid Consumer cancellations under section 3, within 14 days of accepting the cancellation). We refund the full amount you actually paid (less any pro-rata deduction that applies under section 3.4). We do not charge a fee to process a refund. Your bank or card provider may take a few extra days to show the refund on your statement.

5.4 Complaints, disputes and governing law

If you are unhappy with how we have handled a delivery or refund, please tell us at [email protected] and we will try to resolve it. Our full complaints and dispute-resolution process and our governing law clause are set out in the Terms of Sale & Licence. This policy, and any dispute or claim arising out of it, are governed by the law of England and Wales. For Business Customers, the courts of England and Wales have exclusive jurisdiction. If you are a Consumer, you benefit from the mandatory consumer-protection provisions of, and may bring or defend proceedings in, the part of the United Kingdom in which you live.

If your complaint concerns how we handle personal data (including the personal data contained in our lists), you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113 — though we'd appreciate the chance to resolve it first.

About the data you buy

The lists we supply are licensed, not sold, to your organisation for its own B2B marketing and prospecting, and may not be resold or redistributed. Once you receive a list, you are an independent data controller and are responsible for your own UK GDPR and PECR compliance (including TPS/CTPS screening before making marketing calls, providing Article 14 privacy information to individuals, honouring objections to direct marketing, and not emailing individual subscribers — sole traders, partnerships or personal addresses — without consent or a valid soft opt-in). Our data is compiled from publicly accessible sources — the Companies House register, filed statutory accounts, PSC/ownership records, and published website/contact data — and we do not redistribute FCA Register data. The lawful basis for our processing of officers' personal data is legitimate interests, and individuals have an absolute right to object to direct marketing.

How we obtain, use, retain and share this personal data, the full rights of the individuals named in our lists (including access, objection, rectification and erasure), our retention periods, the recipients of the data and any international transfers, and how to complain to the ICO, are all set out in our Database Privacy Notice and Privacy Policy.

Contains public sector information licensed under the Open Government Licence v3.0. The Open Government Licence does not license personal data, so UK GDPR and PECR apply independently to the personal data in our lists.

Full details are in our Terms of Sale & Licence, our Acceptable Use Policy and the Database Privacy Notice.

CompanyLists is a trading name / website of Team Dimensions Ltd, registered in England and Wales, company number 08348964, registered office Walden House, Foxcombe Road, Oxford, OX1 5DL. Contact: [email protected].