Purpose

This policy explains Prime Data’s delivery standards, replacement protection and refund or account-credit process for Prime Enhanced, Prime Intelligence, Prime Bespoke and agreed Proof Batch orders.

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1. Delivery

Prime Data delivers clean, structured and deduplicated datasets in Google Sheets, Excel or CSV, ready for sales, marketing and CRM use. Supporting source URL(s) and a verification date are retained at record level.

 

Standard turnaround is:
• 250-record Proof Batch: 2 business days
• Up to 1,000 records: 3 business days
• Up to 5,000 records: 5 business days
• Up to 10,000 records: 7 business days
• 10,000+ records: confirmed based on volume, targeting criteria and research requirements
• Prime Bespoke: agreed before fulfilment based on scope

 

Turnaround begins once the buyer brief and all required inputs are confirmed. Orders requiring mobile or direct-dial enrichment may require additional fulfilment time; the delivery date is confirmed before fulfilment begins.

 

2. Delivery and quality standard

Every delivered record must match the agreed buyer brief and meet the verification standard for the product ordered. Prime Data applies a minimum 97% data accuracy standard against the agreed delivery criteria. Verified individual business emails are supplied to a 98% deliverability standard.

 

Prime Intelligence records include the agreed intelligence fields. Prime Bespoke records include the agreed custom research fields, subject to the fallback rules agreed before fulfilment.

 

3. 30-day replacement protection

Qualifying issues may be reported within 30 calendar days of delivery. The buyer should identify the affected record and the issue so Prime Data can review the record against the agreed brief and retained verification evidence.

 

A record qualifies for a free one-for-one replacement where, at the point of delivery, it:
• fails an agreed mandatory targeting criterion;
• contains a materially incorrect guaranteed field;
• contains a verified individual business email that is invalid at delivery;
• contains Prime Intelligence or Prime Bespoke information that cannot be substantiated; or
• otherwise fails the agreed product-level verification standard.

 

Business information can change after the verification date. Replacement protection applies to qualifying issues that meet the standards above and are reported within the 30-day window.

 

4. Replacement process

Replacement is the first remedy for a qualifying issue.

Once an issue is accepted, Prime Data will provide a free one-for-one replacement that matches the original agreed criteria as closely as reasonably possible. Qualifying replacements are supplied within 5 business days of the issue being accepted.

 

5. Batch re-check

If more than 5% of a delivered batch contains qualifying issues, Prime Data will re-check the full batch at no charge before completing the required replacements.

 

6. Refunds and account credits

If Prime Data accepts a qualifying issue but cannot provide a suitable replacement within 5 business days, the buyer will receive a proportional refund or account credit for the affected record or records. Refunds or credits apply to the affected records and are not a general money-back guarantee for an otherwise compliant order.

 

7. Prime Bespoke fallback

Where agreed before fulfilment, a Prime Bespoke record may be delivered at Prime Intelligence level and billed at the Prime Intelligence rate if an agreed Bespoke field is unavailable. Where a Bespoke field has been agreed as mandatory for every record, an unsubstantiated or unavailable mandatory field means the record is removed and replaced rather than downgraded.

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8. Mobile and direct-dial enrichment

Mobile and direct-dial data is supplied where included in the agreed order and where available from the licensed data sources used by Prime Data. A missing mobile or direct dial does not fail a standard record unless the field was agreed as mandatory in the buyer brief.

 

Prime Signal Group Limited

Company number: 17181178

ICO registration: ZC134554

Website: https://www.primesignal.co.uk/

Contact: info@primesignal.co.uk