Our products are digital files delivered immediately. Once a file has been downloaded, it cannot be returned, so a downloaded file is not refunded.
What we do instead
- Wrong product. If you bought the wrong country or the wrong level of detail and you tell us quickly, we exchange it. The amount already paid is deducted from the right product, and you only pay the difference.
- Not what you expected. Tell us what you were expecting. Every purchase comes with one free refresh within 30 days: in most cases we rebuild the file with the missing data rather than cancel the order. See the article on how updates work.
- A problem on our side. An empty file, a failed delivery or data that does not match what the product page announced: we fix it, and where we cannot, we refund.
Order not downloaded yet
If you have not downloaded anything, contact us right away with your order number. A cancellation before download is examined case by case.
Avoiding the problem
Every country page offers a free sample of each file. Downloading it before paying takes one minute and tells you exactly what the paid file contains.
Before opening a dispute with your bank
Contact us first. A chargeback freezes the file for weeks, whereas a resend or an exchange is usually handled within a few hours.
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