This Refund Policy describes the exclusive circumstances in which Melissa offers refunds. It supplements the Melissa Terms and Conditions applicable to your purchase; except as expressly provided in this Policy, the applicable Service Level Agreement, or as required by law, all fees are non-refundable as provided in the Terms and Conditions. The version of this Policy in effect on the date of your Purchase Agreement applies to that purchase.
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Pay-As-You-Go Credits
• Full Refund: Melissa Credits purchased and not used are fully refundable for 60 days from purchase. Refund requests must be submitted in writing using the Refund Request form within the 60-day period and state the reason for the request.
• Diminishing Refunds: After 60 days, the refund amount for unused credits decreases by 10% each month, reaching 0% at the end of the credit Service Period.
• Credit Expiration: Credits expire at the end of the Service Period as provided in the Terms and Conditions and have no cash value after expiration.
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Web Service (Cloud) Subscriptions
• Initial Purchase: a first-time Product Subscription canceled in writing within 60 days of the initial purchase is refundable as to unused transactions; used transactions are non-refundable and are deducted. This applies to the initial Purchase Agreement only, not to renewal terms.
• Renewals: Renewal terms are not refundable; to avoid renewal, submit a written cancellation request at least 60 days before the end of the current service period, as provided in the Terms and Conditions.
• Service Levels: Where a Service Level Agreement applies, the remedies for availability and performance are the service credits provided in that SLA, applied against future invoices as the SLA provides.
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Reference Data and List Products
• Full Refund: A one-time data product purchase may be refunded in full within 14 days of purchase for satisfactory cause, as reasonably determined by Melissa; requests must be in writing with the reason stated.
• Partial Refund: Melissa Address Table data is eligible for a 50% refund within 14 days of purchase.
• Third-Party Royalties: Royalties owed to third-party data providers are deducted from any data product refund.
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Service Bureau
• Full Refund: A Service Bureau job may be refunded in full within fourteen (14) days of delivery of the results, for satisfactory cause as reasonably determined by Melissa. Refund requests must be submitted in writing and detail the reason for the request.
• Processing Errors: If you believe a job was processed incorrectly, notify us in writing within ten (10) business days of delivery, describing the issue; qualifying processing errors are re-run at no additional charge in accordance with the Service Bureau Terms and Conditions, which govern deliverable review and remedies.
• Third-Party Royalties: Royalties and fees owed to third-party data providers, including postal authorities, in connection with a job are deducted from any Service Bureau refund.
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General
• Processing Time: Refunds may take up to 21 business days to process.
• Finality: After the applicable refund period ends, no refunds will be issued.
• Processing Fee: A fee of 3% or $10 (whichever is greater) may be charged for processing refund requests.
• Form: All refund requests must use Melissa's Refund Request form.
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Service Period Definitions
• Pay-As-You-Go Credits: The Service Period runs one year from the date of purchase.
• Subscriptions: The Service Period runs one year from the date of purchase unless canceled earlier, or three years for 36-month product subscriptions.
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