Refund Policy

Last updated: 30 September 2026

This policy applies to purchases from DemoPool (demopoolbase.com), operated by FloyaraMusic OÜ (registry code 16341789), Männimäe/1, Pudisoo küla, Kuusalu vald, Harju maakond, 74626, Estonia ("DemoPool", "we", "us"). It forms part of our Terms of Service.

1. Digital goods: the short version

Our contact lists are digital files (CSV and XLSX) that are available to download immediately after payment. Once a file has been downloaded, it cannot be "returned", so we do not offer refunds for change of mind after download. Instead, we fix real problems: files that never arrived, duplicate charges, and data that bounces above our guarantee threshold.

2. When we will refund or replace

File not delivered. If you paid but did not receive a working download link, and we cannot deliver the file within 3 business days of your request, we refund the order in full.
Undownloaded order. If you have not downloaded any file from an order, you may cancel it within 14 days of purchase for a full refund.
Duplicate or mistaken charge. If you were charged twice for the same order, or charged in error, we refund the extra charge in full.
Bounce guarantee. If more than 3% of the email addresses in a newly delivered file hard-bounce (permanent 5.x.x errors) on your first send within 30 days of delivery, we replace every hard-bounced contact 1:1 with freshly verified contacts from the same list. If we cannot supply enough replacements from that list, we issue store credit for the difference, calculated pro rata to the price you paid. To claim, send us the bounce report exported from your email service showing the hard-bounced addresses and the send date. Soft bounces, blocks by spam filters, full mailboxes and addresses you edited are not counted.
Faulty file. If a file is corrupted or materially different from its product description (for example the wrong segment or far fewer rows than stated), we replace it or, if we cannot, refund the order.

3. What we do not refund

Downloaded files, except as set out in section 2.
Low reply rates, unanswered pitches or campaign results. We sell verified contact data, not responses.
Contacts who have changed role or ask you not to contact them. People move on; our verification date in each row shows when an address was last checked.
Orders whose licence we end because of a breach of our Terms of Service or Acceptable Use Policy.

4. Subscriptions (Monthly Refresh)

You can cancel your subscription at any time from your account or by emailing us. Cancellation stops future renewals.
Your current paid month continues until the end of its billing period, and you keep access to files delivered during that period.
We do not give partial-month or pro-rata refunds for the unused part of a billing period.
If a monthly refresh delivers no new contacts for your list, we refund that month's charge automatically.
If a renewal was charged after you cancelled, we refund that renewal in full.

5. EU and UK consumers: right of withdrawal

If you buy as a consumer (for purposes outside your trade, business or profession) and live in the European Union or the United Kingdom, you normally have a 14-day right to withdraw from a distance contract. For digital content that is not supplied on a physical medium, that right ends once supply has started, if before purchase you gave your express consent to immediate supply and acknowledged that you would lose your right of withdrawal.

At checkout we ask for that consent and acknowledgement, and we confirm them in your order confirmation email. If you gave them, your right of withdrawal ends when your download becomes available. If you did not, you may withdraw within 14 days of purchase by telling us clearly by email, and we will refund you within 14 days of receiving your notice. For subscriptions, the same consent applies to each monthly delivery.

Business buyers do not have a statutory right of withdrawal. Nothing in this policy limits any other rights you have under mandatory consumer law, including remedies for digital content that does not conform to the contract.

6. How to request a refund or replacement

Email support@demopoolbase.com from the address used at checkout.
Include your order number (for example #1001), what went wrong and, for bounce claims, your email service's bounce report.
Send your request within 14 days of the problem arising (for bounce claims, within 30 days of delivery).

We reply within 3 business days. Approved refunds go back to the original payment method, usually within 5 to 10 business days depending on your bank or payment provider. Replacement contacts and store credit are issued within 7 days of approval.

7. Contact

FloyaraMusic OÜ, trading as DemoPool, Männimäe/1, Pudisoo küla, Kuusalu vald, Harju maakond, 74626, Estonia. Email: support@demopoolbase.com.