Refund Policy
When we refund, when we re-deliver, and how to ask.
1. What this covers
This policy applies to purchases of hand-history data from HHDealer. It sits alongside our Terms of Service, and does not affect any statutory rights you have as a consumer.
The short version. If the data does not match what we quoted, we fix it or refund it. If files arrive damaged or incomplete, we re-deliver at no charge. If we cannot collect a room you paid for, you get your money back.
2. Bulk hand-history purchases
Bulk purchases are one-off deliveries of a defined scope — rooms, games, stakes and dates agreed before payment.
If you are not satisfied with the hand histories themselves, contact us. Where the data does not match the agreed scope, or its quality is materially below what a reasonable buyer would expect, we will refund the affected part of the order.
Because data cannot be returned once delivered, we encourage you to take a free sample first — across the structures and dates you care about — and check it against your own pipeline before committing to a large order.
3. Delivery problems
Missing, duplicate or malformed files are re-delivered at no charge. Tell us what is wrong and we will correct the delivery; a refund applies only if we cannot.
4. Shortfalls against a quotation
Where a quotation covers archived material, the hand counts shown are estimates until the data is extracted. We confirm the exact figures before invoicing, and you are never billed for hands we cannot deliver.
If a shortfall only comes to light after payment, we refund the difference on the same per-hand basis the order was priced at.
5. Datamining interruptions
If we become unable to datamine a poker room that forms part of what you have paid for, we will refund the affected portion in full. Where an ongoing service is affected, you are not charged for the days a room is unavailable.
Refunds under this section may be issued as credit against other hand histories, or as a discount on a future order, by agreement with you.
6. Legacy subscription plans
Note. Subscription plans are no longer sold. This section applies only to subscriptions taken out before they were withdrawn.
Full refunds are available within the first 14 days of a subscription.
Long-term discounted plans can be refunded. Where a plan is cancelled part-way through, the amount already used is calculated at the full month-to-month price rather than the discounted rate, and the balance is refunded. For example, cancelling a six-month plan after three months is settled at three months of the standard monthly price.
7. Planned downtime
We do not offer credit for planned service downtime, such as scheduled maintenance announced in advance.
8. How to request a refund
Use our contact page and include your order reference and what is wrong. Approved refunds are returned by the original payment method unless we agree otherwise with you.
9. Chargebacks
Please contact us before raising a chargeback with your bank or payment provider — in almost every case we can resolve the problem faster directly. Accounts with an unresolved chargeback may be suspended until the matter is settled.
10. Contact
Questions about this policy: please use our contact page.