In certain circumstances, we will provide a refund to your account in respect of enquiries purchased.
Refunds will be in the form of enquiry tokens to your account with unbiased.co.uk. Refunds will not be made in cash. Enquiry tokens can be used to pay future Enquiry Fees on your account. Refund requests that do not meet the criteria outlined below will not be accepted. Any enquiry token refund requests must be made within 10 business days of accepting the enquiry.
Refund circumstances are outlined below:
a Duplicate enquiry:
If it is evident that the enquiry is from a consumer who has already contacted you via unbiased.co.uk with the same name, contact details and the same enquiry, and for which you have already paid an Enquiry Fee. When requesting a refund, please provide written proof of the previous enquiry/enquiries with all details of the enquirer, to prove that it is a duplicate enquiry.
b Enquiry with invalid phone number and email address:
If the phone number fails and the email address is also invalid, please send your refund request together with a description of what happened when you dialled the phone number (e.g. a message from the phone company, or an unobtainable tone) plus a copy of the bounced email message, to our customer services team at email@example.com.
c Enquiry from an existing client:
If the enquiry is from an existing client of your firm. You will need to provide written proof of the existing relationship between you and the enquirer.
d Non-genuine enquiry:
In cases where it can be reasonably assumed or obvious that the enquiry is spam, a test or from a fake client. Please provide a brief explanation of why you believe this to be the case.
e Debt advice:
If the enquirer is simply seeking debt advice.
We would appreciate you make all reasonable attempts to make contact with the consumer and we would do our due diligence to check authenticity of the enquiry before issuing a token refund.