Refund Policy

Updated 2009-09-24 | Filed under General | PDF

Here at EQL Data, we like to keep things simple, and our refund policy is no exception.

When am I entitled to a refund?

If our product did not deliver what we promised it would, and you caught on, lucky you! You may be entitled to some money. Follow these steps:

  1. Get in touch with us and let us know that you are unhappy, and why.
  2. If we cannot resolve your problem any other way, we'll refund the last subscription payment you've made.
  3. If you would like to stay on as a customer, we will continue to bill you regularly as of the upcoming billing cycle, otherwise, we will part ways, preferably amicably.

Please note:

  1. We will issue refunds on a case-by-case basis, which means talking to an EQL representative for a refund. Due to the nature of providing ongoing services, we require a legitimate complaint for a refund, often meaning we would like you to demonstrate how our service(s) failed to deliver their promised value.
  2. We will not issue a refund to the same customer for the same issue multiple times, excepting that they have several subscribed databases affected by the issue at the time of its discovery. By requesting and receiving a refund, you acknowledge that we are aware of and are working on the problem, and that you have knowledge of the existence of the problem, and that you are using the software with no guarantee as to the date of its resolution.

How do I receive my refund?

This depends on how you paid! Here are some examples we can think of.

  • Monthly cheques. We will have your mailing address on file, and will send a cheque with the refunded amount to this address, or another one of your choosing (provided you can prove your identity).

    Alternatively, we can provide a credit on your account, and you can reduce the amount of a future payment.

  • Recurring credit card payments. We will refund to the same credit card you use to make payments with us. For security reasons, we cannot refund to any other credit card.

How long will it take to get my refund?

We endeavour to keep you as happy as possible given the circumstances, and will issue a refund within 48 hours of confirming your entitlement. If we are mailing you a cheque, please allow up to 30 days (particularly if not in North America). For credit cards, please allow up to two weeks for the refund to appear on your credit card balance. Some financial institutions may process refunds more quickly.

Can this refund policy be changed?

EQL Data Inc. reserves the right to modify this refund policy at any time, and in any manner. The revised policy (with revision date below) will be posted on EQL Data Inc.'s website on this page, and continuing to use our services will signify the user's agreement to any changes therein.

Last revision: 2009/09/09

Related Articles

Unrelated Articles