Refund & Cancellation Policy
Last updated: April 14, 2026
This policy describes the terms for refunds and subscription cancellation for the CleanData service, provided by DLV Digital S.A.
1. Free Tier
The free tier requires no payment and includes processing up to 10,000 rows. Limit: 5 uploads per hour. The free tier may be modified or discontinued without prior notice.
2. Paid Features
Paid features (AI normalization of cities, names, addresses) are charged according to the pricing page. Payments are processed through a secure payment gateway.
3. Right of Withdrawal (Cooling-Off Period)
In accordance with the EU Consumer Rights Directive, you have the right to withdraw from a digital service within 14 days of payment without giving a reason — provided that paid features have not been used. If you use AI features before the 14-day period expires, the right of withdrawal is waived, and you acknowledge this upon activating paid features.
4. Refund Conditions
Refunds are available if: (a) paid features have not been used and no more than 14 days have passed since payment; (b) the service was unavailable for more than 24 consecutive hours due to our fault; (c) a technical error resulted in double billing. Refunds are issued using the same payment method within 10 business days.
5. Subscription Cancellation
You may cancel your subscription at any time through your account dashboard. Upon cancellation: access to paid features remains until the end of the billing period; automatic renewal is stopped; no refund is issued for the unused portion of the period.
6. How to Request a Refund
To request a refund, email DLV_support@proton.me with: your account email address, payment date and amount, reason for the request. We will review your request within 5 business days.
7. Disputes
If you disagree with a refund decision, you may contact your payment provider's support or reach out to us at DLV_support@proton.me for reconsideration.