Refunds & replacements

What this policy addresses

This policy covers digital audience orders from RivoCEO. It distinguishes a problem with the delivered file from the results of a marketing campaign. Response rates, conversions, spam placement, and recipient interest are not promised outcomes.

For confirmed invalid records, the available remedy is replacement data or a proportional money refund for the affected portion. The review is not limited to orders exceeding an invalidity threshold.

Preparing a useful report

Keep the order reference, delivery date, affected record identifiers, and a short explanation of the problem. For email validity, provide a dated validation result or permanent delivery-failure diagnostic that identifies the address and reason. For an incorrect company or role, explain the mismatch and provide relevant supporting evidence.

Share only the records needed to investigate. Do not submit passwords, card details, unrelated customer information, or an unrestricted copy of the whole purchased dataset. If an attachment requires a secure exchange, arrange that through the confirmed support channel.

How a claim is evaluated

The review compares the reported problem with the audience ordered, the file delivered, and the available verification evidence. Additional information may be needed where a report does not identify the reason for failure.

A nonexistent mailbox or invalid domain is different from a temporary delivery failure, full mailbox, catch-all result, sender block, or unanswered message. Those latter outcomes do not by themselves establish that an address is invalid. Other factual errors are assessed on their own evidence.

Raise issues promptly so the evidence can be compared with the delivery state. This policy does not shorten a mandatory statutory claim period.

Replacement or money refund

State your preferred resolution when making a claim. Replacement records must fit the agreed audience and be checked before release; availability can limit whether a replacement is possible. An approved refund does not require a new minimum purchase.

For an email-priced file, a proportional refund uses the amount paid for the list multiplied by the confirmed invalid unique emails, divided by the unique emails purchased. An address shared by multiple records is counted once. Required tax adjustments are handled separately.

The same issue is not compensated twice, and a proportional remedy does not exceed the amount paid for the affected portion. Approved money refunds are returned through the original payment route where supported; posting time depends on the provider. Mandatory remedies remain available.

Cancellation, non-delivery, and wrong orders

Request cancellation as soon as you decide not to proceed. Where fulfillment has not begun, the order can be cancelled and refunded. After custom preparation or delivery, a change of mind alone is not a refund basis unless applicable law provides otherwise.

A duplicate charge, wrong file, inaccessible delivery, or missed agreed delivery period should be investigated for correction or an appropriate refund. There is no physical product to return. Keep the confirmation and payment reference so the transaction can be located.

Review outcome and existing rights

The outcome should explain the issue accepted or rejected, any missing evidence, and the proposed resolution. If you disagree, request a further review with the relevant facts.

Later wording changes do not reduce the protections attached to an accepted order. This policy does not prevent a good-faith payment dispute or exclude rights that the law does not allow a business to remove.