Refund & Cancellation Policy

This policy explains when and how you can get your money or your credits back when you use viabandwidth (the “Service”), operated by Steven Higashi, a sole trader registered in France (SIREN 842 245 599), 8 Rue Masson, 69001 Lyon. It forms part of, and should be read with, our Terms of Service. We want the rule to be simple and fair: you can get back anything you bought but have not used.

1. How credits work

• Credits are prepaid and are bought in packs. Searching and filtering the directory is free and never costs a credit.
• A credit is consumed only when you unlock a paid intelligence product on a specific operator, facility or network.
• Credits do not expire while your account is open and in good standing. We do not use a monthly reset, so a credit you buy today is still there next year.
• Credits have no cash value except as set out in this policy, are not a deposit, and cannot be transferred to another account.

2. Spent credits are final

Once you spend a credit to unlock a record, that unlock is delivered immediately and the credit is used. A delivered unlock is not refundable. Re-opening the same record later never costs an additional credit.

3. Refunds on unused credits

You can request a refund of any unused credits within thirty days of the purchase that bought them. Email [email protected] from the address on your account and tell us which purchase you mean. We refund the unused portion of that purchase to your original payment method. After thirty days, unused credits remain fully usable on your account but are no longer refundable for cash.

4. Cancelling and closing your account

You can stop using the Service or close your account at any time from your account page or by emailing us. If you close your account while you still hold credits, any credits you bought within the previous thirty days can be refunded to you on request, as set out above. Credits older than thirty days stay usable right up until you close the account, but they have no cash value at closure and are not refunded, since you were free to use them at any time while the account stayed open. Any in-window refund request you have already made is still honoured. After closure, the retention rules in our Privacy Policy apply.

5. How and when refunds are paid

Approved refunds are issued to the original payment method through our payment processor, Stripe. Once approved, they normally reach your account within five to ten business days, depending on your bank or card issuer. We do not pay refunds in cash or to a different account, and we never store your full card details.

6. Duplicate, erroneous, or unauthorised charges

If you were charged twice, charged the wrong amount, or see a charge you did not make, contact us straight away at [email protected]. We will investigate promptly and refund any duplicate or incorrect charge in full.

7. Chargebacks

If something looks wrong, please contact us first. We can almost always resolve a billing problem faster than a card dispute, and opening a chargeback before contacting us can lead to your account being suspended while the dispute is open. We reserve the right to contest chargebacks that we believe are made in bad faith, for example after an unlock was delivered in full.

8. Your statutory rights

Nothing in this policy removes any right you have under mandatory consumer-protection law in your place of residence. Where the law gives you a withdrawal or cooling-off right, that right applies on top of this policy. Because an unlock is a digital service that is delivered the moment you ask for it, you agree that, where you are acting as a consumer, performance begins immediately with your consent and a delivered unlock cannot then be withdrawn. Unused credits remain refundable as set out above.

9. The Network Evidence Report

The Network Evidence Report is a paid analyst service rather than a credit unlock, so a few specific rules apply to it. You can cancel and receive a full refund at any point before we begin preparing your report. Once our analyst work has started the report is non-refundable, because you asked us to begin a bespoke service straight away and you waived your fourteen-day right of withdrawal for that work when you ordered. If we cannot prepare or deliver a report you paid for we refund it in full. The same applies when a finished report fails to reach you.

10. Contact

Refund requests and any billing question can be sent to [email protected]. The operator is Steven Higashi.

See also our Terms of Service and Acceptable Use Policy.