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1. Scope and document hierarchy
1.1. This Refund, Warranty and Product Verification Policy (the “Policy”) governs verification of digital Products, claims, corrections, additional delivery, replacements and refunds on the Datamoll Platform.
1.2. Capitalized terms have the meanings given in the Datamoll Terms of Sale and Use (the “Terms”). This Policy is one of the three public legal documents identified in clause 1.5 of the Terms.
1.3. The Terms govern the contract and general liability, this Policy governs the claim procedure and remedies, and the Privacy Policy governs personal-data processing. The Product Card supplements these documents with product-specific characteristics and any longer commercial warranty.
1.4. A Product Card may extend the warranty or add product-specific verification instructions, but it may not reduce the minimum warranty in clause 2.2 or any mandatory right.
1.5. If a mandatory law gives the Buyer stronger protection, that law prevails to the extent required.
2. Warranty period
2.1. The Buyer must inspect the Product without undue delay after delivery.
2.2. If the Product Card does not state a longer warranty period, Datamoll provides a 24-hour commercial initial-conformity warranty for a digital account, calculated from its delivery.
2.3. The commercial warranty covers incorrect credentials, inability to make the first login, an initial block, missing quantity and a material mismatch with the description where the relevant issue existed at delivery and the claim is submitted within the applicable warranty period.
2.4. The Product Card may provide a warranty period longer than 24 hours. The period stated before the Order is confirmed forms part of that Order.
2.5. The warranty starts when delivery occurs under clause 7.3 of the Terms. Expiry does not remove mandatory rights or prevent review of a proven latent defect that existed on delivery where applicable law requires review.
2.6. For partial or staggered delivery, the warranty starts separately for each item at its recorded delivery time. A missing item is not treated as delivered merely because another part of the Order was delivered.
2.7. A replacement Product or newly issued credentials receive the full applicable warranty from their new delivery time. A correction that does not replace or reissue the Product does not shorten the remaining original warranty.
3. Initial verification
3.1. The Buyer must first compare the Product with the description, region, language, quantity, delivery format and special instructions in the Product Card.
3.2. For an account or other credential-based Product, the Buyer is encouraged, where reasonably possible, to start a continuous screen recording before revealing the credentials and capture the process from opening the Order through the result of the first login attempt. Absence of a recording is not by itself a ground for automatic refusal, but may limit the ability to establish circumstances that cannot be verified by other means.
3.3. A verification video should, where reasonably possible, show the Order identifier, date and time, sequence of actions and exact result. Secret credentials and unrelated personal data must be masked when evidence is sent through Support.
3.4. The first attempt should use a stable device, connection and IP location suitable for the Product and must follow any instructions disclosed before purchase.
3.5. The Buyer should preserve the attempt time, IP country and provider, device or browser information, exact error text and relevant screenshots or video.
3.6. Until the initial check is complete, the Buyer should not transfer the Product, disclose it to another person, automate repeated login attempts or change credentials or security settings unless the instructions require that change.
3.7. If continuing may lock or alter the Product, the Buyer should stop and contact Support without making further attempts.
3.8. After a successful first login, the Buyer must without undue delay change the password, contact details, recovery methods and two-factor authentication settings where permitted by the Product Card and third-party platform rules. The Buyer must not provide the new secrets to Datamoll.
4. Problems eligible for a remedy
4.1. A remedy may be available where the Product was not delivered or the Order remained incomplete after performance became impossible.
4.2. A remedy may be available for incorrect credentials, an initial block, impossible first login or another defect that existed when the Product was delivered.
4.3. A material mismatch with the description, region, language, age, configuration or other characteristic shown before purchase may qualify.
4.4. Missing quantity, duplicate items or delivery of a different Product may qualify in full or for the affected part of the Order.
4.5. Undisclosed prior access by another person, prior compromise or another latent condition existing at delivery may qualify when supported by the available evidence.
4.6. The Buyer must describe the requested remedy, but Datamoll may apply a different lawful and proportionate remedy under section 9.
5. Circumstances that are not automatically defects
5.1. A change of mind, an erroneous choice of Product or quantity, or inability to use a conforming Product for the Buyer’s intended purpose is not by itself a defect after secret data has been disclosed.
5.2. A later change to a third-party platform, its rules, functions or access is not by itself a defect if the Product conformed on delivery and no longer warranty was promised.
5.3. A block or loss of access after breach of disclosed instructions, third-party rules, transfer to another person or Buyer changes may justify refusal only where a causal link is established.
5.4. An incompatibility or regional limitation clearly disclosed before purchase is not a defect merely because the Buyer did not check it.
5.5. A failed attempt from an unsuitable IP, device or environment is relevant evidence but does not by itself determine the claim; Datamoll considers whether it caused or materially contributed to the problem.
5.6. Expiry of the commercial warranty is relevant but does not automatically exclude a mandatory remedy or a proven latent defect where applicable law requires otherwise.
5.7. The commercial warranty does not cover loss of access arising after the Buyer changes access or recovery details, transfers the Product to another person or takes another action, where the available evidence establishes a causal link between that action and the reported issue.
6. Submitting a claim
6.1. A claim must be sent through the official Support ticket form as soon as reasonably possible and within the applicable warranty where clause 2.3 applies.
6.2. The claim must identify the Buyer and include the Order or payment identifier, affected Product and quantity, problem description, time discovered and requested outcome.
6.3. The Buyer must provide the evidence already available and answer proportionate follow-up questions needed to determine the Product’s state and cause of the problem.
6.4. A claim is complete when Datamoll has enough information to identify the transaction, understand the alleged problem and begin a substantive review.
6.5. If the claim concerns payment credited incorrectly or not credited, the Buyer should provide the provider transaction identifier, amount, currency or network, time and a receipt with unnecessary payment details masked.
6.6. Sending a claim does not authorize publication of Product credentials or other persons’ data. Evidence must be sent only through an official channel requested by Support.
6.7. If the Support ticket form is unavailable or the Buyer cannot access the account, the Buyer may send the claim to admin@datamoll.com. A message sent before the deadline is timely if it identifies the Buyer, Order or payment and the substance of the problem sufficiently to preserve the claim.
6.8. A documented Platform or Support outage does not defeat a claim that could not reasonably be submitted during the outage and is submitted without undue delay after access is restored.
7. Evidence and technical review
7.1. Datamoll assesses all available evidence, including delivery and Order records, relevant Platform security logs, the Buyer’s explanation, screenshots or video, and information from a supplier or third-party platform where available.
7.2. The review may consider whether there was a login before delivery, the first known login after delivery, IP country or network, device, timestamp, credential changes and later access, but only to the extent those facts can be reliably established.
7.3. A continuous first-check video may be particularly useful where a later reproduction is impossible, but the absence of video does not automatically defeat a claim.
7.4. No single IP address, screenshot, supplier statement, video or log entry is automatically conclusive. Reliability, timing, consistency and the complete factual context are considered together.
7.5. Datamoll may request a repeat check only where it is reasonably safe, relevant and unlikely to destroy evidence or worsen the Product’s state.
7.6. Failure to provide reasonably requested evidence may be considered where the missing evidence is necessary and is under the Buyer’s control, but refusal must remain proportionate.
7.7. Datamoll will not request a full payment-card number, card security code or an account password through an ordinary Support message. Identity or source-of-funds material is requested only when necessary and through an appropriate channel.
7.8. Evidence supplied for a claim is processed under the Privacy Policy and retained only as necessary for the claim, security, accounting and legal obligations.
7.9. A successful login after delivery, opening the Order data and a later change of password, contact details, recovery methods or two-factor authentication are evidence that the Buyer obtained control of the Product, but do not create an irrebuttable presumption. A claim that the original credentials were incorrect may be rejected where it conflicts with reliable technical logs and the Buyer provides no persuasive contrary evidence, unless mandatory law requires otherwise.
7.10. The review may consider delivery and credential-opening logs, the time and result of the first login attempt, IP country or network and device, available third-party platform security events, supplier information, communications, screenshots and video. No item of evidence is automatically conclusive.
8. Review and decision periods
8.1. Datamoll records the claim, preserves relevant information reasonably available to it and identifies whether additional information is required.
8.2. Datamoll acknowledges a complete claim no later than 2 working days after receipt.
8.3. If necessary information is missing, Datamoll requests it without undue delay and explains why it is relevant. The substantive decision period begins when the necessary information is received.
8.4. Datamoll issues a decision no later than 10 working days after receiving the necessary information.
8.5. If an external provider, supplier or platform review is required, Datamoll notifies the Buyer within the first 10 working days. The total review period will not exceed 20 working days unless a longer period is mandatory.
8.6. The decision states whether the claim is accepted in full, accepted in part or refused, gives the principal reasons and identifies any remedy.
8.7. The Buyer may request reconsideration with material new evidence. This does not restrict a lawful payment dispute or any non-excludable right.
8.8. Only a request for information that is reasonably necessary to decide the claim may pause the decision period. Repeated, immaterial or belated requests do not restart the period, and delay caused by Datamoll is not attributed to the Buyer.
9. Available remedies
9.1. Depending on the problem, Datamoll may correct data, complete missing delivery, replace the affected Product, or provide a full or proportionate refund.
9.2. Where only part of an Order is affected and the remainder conforms and remains usable, the remedy may be limited to the affected part.
9.3. A replacement must be equivalent in the material characteristics purchased. A materially different substitute is provided only with the Buyer’s agreement.
9.4. If correction, additional delivery or equivalent replacement is unavailable, disproportionate or unsuccessful, Datamoll provides the applicable refund.
9.5. The price of a Product paid from Balance is ordinarily returned to Balance. A refund of an unused own-funds top-up follows section 10.
9.6. An approved remedy is carried out without undue delay. Timing outside Datamoll’s systems may depend on the payment provider, network or bank, and the available estimate will be communicated.
9.7. Nothing in this section limits a remedy that cannot be excluded under applicable law.
10. Balance and payment refunds
10.1. The unused part of Balance originating from the User’s own top-ups may be refunded on request, subject to verification of identity, payment source, open disputes and outstanding obligations.
10.2. The refund is made to the original payment method where supported. If that method is unavailable, Datamoll may use another method permitted by law and the provider after necessary verification.
10.3. Bonuses, gifts, referral rewards and amounts spent on completed Orders are not unused own-funds top-ups and are not refundable as such.
10.4. Network, bank or provider fees and exchange-rate differences are refunded only where required by law, provider rules or a confirmed Datamoll error, and any permitted deduction must have been disclosed.
10.5. Underpayments, overpayments, duplicate transfers, wrong networks, missing identifiers and mismatched details may require manual review and may be recoverable only to the extent technically and legally possible.
10.6. Where a chargeback or external payment dispute is open, an internal refund for the same amount may be paused to prevent double reimbursement. Any duplicate reimbursement may be corrected with an accounting explanation.
11. Abuse and account safeguards
11.1. Fabricated evidence, deliberate concealment of material actions, duplicate recovery and systematic bad-faith claims are prohibited.
11.2. A good-faith complaint, negative review, unsuccessful claim or lawful chargeback is not by itself abuse.
11.3. A restriction based on suspected abuse must follow a review and, where reasonably possible, be limited to the affected claim, operation, API key or funds.
11.4. Datamoll may preserve relevant claim and security evidence to investigate repeated abuse, defend legal rights and comply with law under the Privacy Policy.
11.5. Account restriction does not authorize Datamoll to retain unrelated funds without a legal or contractual basis.
12. Changes, language and contacts
12.1. The current version, publication date and effective date are shown on this page. The version in force when an Order was placed governs that Order, except for mandatory law or a later change favorable to the Buyer.
12.2. Material changes apply to future Orders after reasonable notice unless an immediate change is required by law or security.
12.3. The English version is controlling. Russian, Chinese and Vietnamese versions are translations, subject to any mandatory rule requiring another language or consumer-favorable interpretation.
12.4. If a provision is invalid, the remaining provisions continue to apply and a lawful provision closest to the original purpose is used.
12.5. Claims should be submitted through the Support ticket form. Legally significant messages may also be sent to admin@datamoll.com.
12.6. Questions not governed by this Policy are governed by the Terms and applicable mandatory law.
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