Refund & Cancellation Policy

Effective Date: 1 January 2025

SHM Leads (“SHM Leads”, “we”, “us”, or “our”) provides B2B and B2C lead-generation, data-research, data-processing, and related subscription services through shmleads.com. This Refund & Cancellation Policy explains when customers may cancel a subscription and when a refund may be considered.

1. Subscription Cancellation Customers may cancel their recurring SHM Leads subscription at any time through the available subscription/billing controls or by contacting SHM Leads support. When a subscription is canceled: it normally remains active until the end of the current paid billing period; it normally does not renew for the next billing period; cancellation does not automatically create a refund for the current billing period; previously paid subscription fees are generally non-refundable except where a refund is approved under this policy or required by applicable law; any remaining unused monthly allowance does not automatically convert into cash or create a refund.

2. Refund Eligibility Refunds are considered case-by-case, where there is a legitimate service-related issue, including: Non-Delivery (a purchased service wasn’t delivered within the agreed/communicated timeframe and we’re unable to reasonably resolve it); Major Service Problem (a significant technical/service problem prevents the customer receiving the purchased service and it can’t reasonably be resolved in a reasonable timeframe);

Materially Incorrect Service (the service delivered is materially different from what was purchased, and the customer can reasonably demonstrate the difference); Duplicate Payment (charged more than once for the same subscription/transaction due to a verified billing error); Unauthorized Transaction (investigated through the payment provider and SHM Leads).

3. Refund Request Deadline Submit refund requests within 7 days of the applicable purchase or subscription renewal date, including: customer name, account email, Request ID if applicable, transaction/payment information, date of purchase/renewal, reason, description of the problem, and supporting information where applicable. Requests after 7 days may be declined unless applicable law requires otherwise or we determine an exception is appropriate.

4. Lead Delivery and Refund Restrictions Our services involve substantial processing, research, scraping, verification, organization, and file preparation, much of which may be performed before a cancellation/refund request. If a customer has received at least 3 scrape files and/or 300 leads, SHM Leads will generally not issue a refund. This does not remove any mandatory rights that cannot legally be excluded under applicable law.

5. Submitted Lead Requests Submitting a request does not automatically create a refund entitlement. Once we’ve begun processing (research, data collection, source processing, filtering, organization, cleaning, CSV preparation, quality review, scraper assignment, manager review), we may decline a refund request if substantial work has already been performed.

6. Completed Lead Requests Once a request is completed and the approved CSV is made available in the dashboard, the service is generally considered delivered. Refunds are generally not issued solely because the customer didn’t download the file, changed their mind, no longer needs the leads, expected different business results, didn’t use/contact the leads, or didn’t generate sales/revenue from them.

7. Lead Quality and Business Results We make reasonable efforts to research and process data per the customer’s requirements, but do not guarantee delivered leads will purchase, respond, book an appointment, become a customer, generate revenue, or produce a particular conversion rate or ROI. A lack of

sales/responses/conversions/revenue alone is not grounds for a refund where the agreed service was delivered.

8. Data Availability External information can change or become unavailable; some records may not contain every requested field, affected by country, region, industry, source availability, public information availability, third-party restrictions, technical limitations, data freshness, geographic targeting, and requested quantity. A shortfall between requested and sourced quantity may be handled through the service process (replacement, correction, additional processing) rather than automatically triggering a full refund.

9. Customer Responsibilities Refunds may be declined where the problem is caused primarily by the customer’s own actions — failing to provide required/correct/complete information, selecting unsuitable targeting, failing to respond to clarification requests, inability to use delivered files, failing to maintain account access, not using the service, or misunderstanding the selected plan’s features. Contact support before requesting a refund so issues can be investigated first.

10. Change of Mind Refunds are generally not provided simply because a customer changed their mind, no longer wants the service, purchased the wrong plan, decided not to use it, found another provider, didn’t use their subscription, or forgot to cancel before renewal. This does not affect mandatory consumer rights under applicable law.

11. Subscription Renewal Refunds Customers are responsible for monitoring their subscription/cancellation status. A renewal payment due to not canceling before the renewal date is generally non-refundable — except promptly reported technical billing errors, duplicate charges, unauthorized transactions, or other verified billing problems, which are reviewed individually.

12. Unused Subscription Allowance Unused monthly allowance has no cash value: it does not roll over, does not automatically generate a refund, cannot normally be transferred to another account, and cancellation does not convert it into cash.

13. Annual Subscriptions Generally non-refundable after purchase except where a refund is approved under this policy, a verified billing error occurred, applicable law requires it, or we determine an

exception is appropriate. Customers who cancel an annual subscription normally retain access until the end of the paid period unless otherwise stated.

14. Refunds for Technical Problems Contact support before requesting a refund for a technical issue — we may fix the problem, restore access, reprocess a request, re-upload/replace a file, extend access, or offer another reasonable solution. A successfully resolved technical problem does not automatically qualify for a refund.

15. Refund Review Process We may review account history, subscription status, payment history, lead-request history, number of requests/leads/files delivered, CSV download history, service activity, technical records, support communications, and the stated reason. Additional information may be requested.

16. Off-Boarding Survey Where applicable, we may ask customers to complete a short off-boarding survey (reason for cancellation, service experience, lead quality, technical issues, desired improvements) before finalizing a refund request, where legally permitted.

17. Refund Decision We may: approve the refund (returned via the original payment method where possible); approve a partial refund based on service already delivered; provide an alternative resolution (reprocessing, replacement leads, corrected data, additional processing, service extension); or decline the request where it doesn’t meet the requirements above.

18. Refund Processing Approved refunds are processed through the original payment method/provider. Processing time depends on the payment provider, bank, or card issuer — we don’t control that timing once a refund is initiated.

19. Payment Provider Payments and refunds may be processed through Paddle. Payment-provider terms and procedures may also apply. Keep your payment confirmation and transaction information.

20. Chargebacks and Payment Disputes Contact us first for billing/service disputes so we can investigate. Nothing here prevents you from exercising rights available through your payment provider or applicable law.

21. Fraudulent or Abusive Refund Requests We may investigate requests involving fraud, unauthorized account activity, misrepresentation, repeated abusive requests, attempts to obtain service without payment, attempts to obtain refunds after substantial delivery, or manipulation of subscription/account systems. Involved accounts may be suspended or terminated per our Terms.

22. International Customers We serve customers internationally. Customers are responsible for understanding laws applicable to their use of lead data and marketing activities in their jurisdiction. Nothing here removes, restricts, or overrides mandatory consumer-protection or statutory refund rights — where local law is more favorable, it applies.

23. Policy Changes This policy may be updated; the current version is always published on shmleads.com with a revised effective date.

24. Contact Us SHM Leads — shmleads.com — info@shmleads.com — WhatsApp: +44 7405 695241. Please include your account email and Request ID or transaction information where available.