1. Scope
The procedure covers orders placed and paid through the approved DataBuy checkout. Report non-delivery, an incorrect purchased option or a product that cannot be used as described. Off-platform deals are not covered by a voluntary DataBuy guarantee. This procedure is a support and dispute-review process, not an insurance product, escrow promise or unconditional reimbursement guarantee.
2. Opening a case
Use the support chat and provide the order reference, problem category, a concise description and relevant evidence. Reporting promptly helps preserve evidence. Product-specific support periods are those disclosed before purchase and do not remove applicable statutory rights. Support may request additional relevant evidence to assess the case fairly.
3. Review and outcome
Support verifies the order and delivery record, asks the identified seller or fulfilment operator for a response, and records the reasoning and available remedy. Depending on the facts and applicable rights, an outcome may be corrected instructions, restoration of access, an agreed replacement, a refund or a reasoned refusal. A customer may request reconsideration with material new evidence. Internal support does not replace a competent regulator, court or payment-provider process.
4. Fair handling and abuse prevention
Do not falsify evidence, seek multiple recovery or threaten reviews to obtain an unsupported benefit. The seller must not coerce the buyer to close a case or remove a truthful review. Support may restrict abusive or fraudulent use proportionately, while continuing to assess any legitimate underlying claim. A missed internal response deadline does not automatically extinguish mandatory rights.
