Refund Policy

1. What this policy covers

This policy explains refunds for corporate customers — questionnaire budgets and analytics subscriptions. Member earnings are payments we make to you, not purchases, so the concept of a refund does not apply to them (see section 4).

2. Corporate questionnaire budgets (committed budget)

2.1 When you launch a questionnaire, you fund a reward pool for participant payments (a minimum of £1 per approved response, or more if you choose), plus our platform fee and VAT at 20% — all shown to you before you confirm payment. This committed budget is collected in advance and held by us against payouts for that questionnaire, as described in our Terms of Use.

2.2 Unused reward pool is returned. Any reward-pool budget not released against approved responses — for example, if your questionnaire closes early or does not reach its response target — is refunded to your original payment method.

2.3 Approved responses. Budget released against an approved response funds that participant's earning and is not refundable, subject to the review mechanism below.

2.4 Response review window. If you believe responses were approved that do not meet the quality standard in the Terms of Use, you may raise a review request within 14 days of the responses being made available to you. Where we agree on re-review, we will credit the corresponding amount back to your committed budget or refund it.

2.5 We do not deduct payment-processing charges from refunds.

3. Analytics subscriptions

3.1 Analytics subscriptions are annual business-to-business services purchased through your Corporate account. A subscription gives you live access to user data and insights.

3.2 Cancellation stops auto-renewal. You may cancel at any time. Cancelling before your renewal date simply stops the subscription from auto-renewing; your access continues until the end of the period you have already paid for. Cancellation does not trigger a refund of the current period.

3.3 No refunds. Analytics subscription fees are non-refundable. Because a subscription gives you live access to user data as soon as it starts, there is no cooling-off period. If you experience an issue or wish to raise a complaint, please contact us and our management team will review it on a case-by-case basis.

3.4 Try before you subscribe. Demonstrations of our analytics products are available before you subscribe, so you can assess whether they meet your needs.

3.5 Nothing in this policy affects any statutory rights that apply to you, including rights in respect of services not performed with reasonable care and skill.

4. Member earnings are not purchases

Members do not buy anything on the Platform. Earnings are money we owe you for approved contributions, paid out under the withdrawal terms in the Terms of Use (£20 minimum, bank transfer, generally within 5 working days of approval and typically clearing within 24–48 hours once issued, with no fees deducted). During our Beta phase, approved earnings accumulate but are held and become payable at official launch. Refund rules do not apply to earnings or withdrawals.

5. How refunds are paid

Approved refunds are returned to the original payment method. Refunds are processed within standard bank timeframes — typically within 5 working days of approval. Where a refunded amount included VAT, the VAT element is itemised on your credit note. VAT applies only to amounts paid to us (questionnaire funding fees and subscriptions); it is never charged on participant payouts.

6. Contact

Refund requests and queries: support@xdv-datavault.com