1. Start of Order Processing

LeadSphere provides digital B2B research and analytical services prepared on the basis of the information provided by the client in the order form or onboarding form.

After payment is received and the order information is submitted, LeadSphere begins processing the order. Since the output is prepared individually according to the client’s assignment, the order cannot normally be cancelled after processing has started, nor can the client request a refund.

Before confirming the order, the client acknowledges that LeadSphere may begin processing the service immediately after payment and receipt of the required information. After processing has started, the right to cancel the order or receive a refund may be limited or excluded in accordance with applicable legal regulations.

2. Basic Principle of the Refund Policy

LeadSphere does not provide an automatic refund after processing has started or after the output has been delivered.

LeadSphere delivers a research and business support output, not a guaranteed business result.

3. When a Refund Cannot Be Requested

A refund cannot be requested solely because:

the client is not satisfied with the business result,
the contacted companies did not respond,
the client did not acquire a customer,
the client considers some companies to be less attractive,
the client changed their mind about the target segment or market after ordering the service,
the client expected a different type of output that was not part of the ordered package.

4. When a Complaint May Be Submitted

The client may submit a complaint if the output contains objectively demonstrable errors or if the output does not correspond to the ordered package.

A complaint-eligible error includes in particular:

a duplicate record,
a company outside the agreed country or region,
a company outside the agreed segment,
an incorrectly stated company name,
a non-functional or clearly incorrect company website, if the website was part of the delivery,
a non-functional or clearly incorrect e-mail contact, if the e-mail was part of the delivery,
a missing part of the output that was listed in the description of the ordered package,
delivery of a lower scope than the minimum scope stated for the ordered package, unless otherwise agreed in advance.

5. What Is Not Considered a Complaint-Eligible Error

A complaint-eligible error does not include the client’s subjective assessment that a company is not sufficiently interesting, sufficiently large, sufficiently well-known, or commercially attractive, if the company corresponds to the agreed segment and assignment.

A complaint-eligible error also does not include a situation where the client changes their business strategy, target segment, target country, or expected method of using the output after the output has been delivered.

6. Deadline for Submitting a Complaint

A complaint must be submitted within 7 calendar days from delivery of the output.

After this period expires, the output is considered accepted without reservations, unless there is a serious technical error that objectively prevents the use of the output.

7. How the Client Should Submit a Complaint

The complaint must be submitted by e-mail to the LeadSphere contact address.

In the complaint, the client must specify:

the order number or the name of the ordered package,
the specific record or part of the output being complained about,
a brief description of the error,
the reason why the client considers the given record or part of the output to be incorrect,
any evidence or note confirming the error.

General statements such as “we do not like the output”, “the companies are not suitable”, or “we expected something else” are not considered a properly submitted complaint if they do not contain specific objective errors.

8. Method of Handling a Complaint

If LeadSphere accepts the complaint as justified, it may handle it in one of the following ways:

by correcting the incorrect data,
by adding the missing part of the output,
by replacing the incorrect record with a new relevant record,
by providing an alternative contact channel,
by reasonably adjusting or supplementing the report.

The primary method of handling a complaint is the correction or replacement of the incorrect part of the output, not a refund.

9. Incorrect or Non-Functional Contacts

If an e-mail contact was part of the output and the client objectively demonstrates that the contact is non-functional or clearly incorrect, LeadSphere may provide a replacement contact or a replacement relevant record.

However, LeadSphere does not guarantee the deliverability of every individual e-mail, as deliverability may be affected by e-mail server settings, staff changes, inbox protection, accept-all domains, or other factors outside LeadSphere’s control.

10. When a Refund May Be Provided

A refund may be provided only exceptionally, in particular if:

LeadSphere does not deliver the ordered output,
the output substantially does not correspond to the ordered package,
the output contains serious errors and LeadSphere is unable to reasonably correct or replace them,
the service has not yet started being processed and the client requested cancellation of the order before processing began.

A refund is not provided in cases where the output was delivered according to the ordered package and any errors can be corrected or replaced.

11. Outputs Prepared According to an Individual Assignment

The client acknowledges that LeadSphere outputs are prepared on the basis of the client’s individual assignment, target market, segment, and available public sources.

For this reason, after processing has started, the output is not a standard pre-prepared digital product that can be easily returned or cancelled without cost.

12. Summary of the Rule

LeadSphere guarantees delivery of a professionally prepared B2B output according to the ordered package and the client’s assignment.

If the output contains objectively demonstrable errors, LeadSphere will correct, supplement, or replace them.

LeadSphere does not provide refunds for an unachieved business result, the client’s subjective dissatisfaction, or the lack of response from contacted companies.