Service policy
Our Service Policy and Guarantees
What you can expect from every ExtractHelp project, in plain language. These commitments apply to every order, and they're part of our Terms and Conditions.
Our six commitments
Every project starts with a written spec: the source, the fields, the volume, the file format, the delivery date and the price. Everything below is measured against that spec.
Free sample first
Before you pay, we build a small sample to your exact fields and format, so you can check the data yourself.
Fixed price, agreed upfront
You get a written quote before any work starts. If the scope changes, we quote the change before we do it. No setup fees.
An agreed delivery date
We confirm the delivery date before we start and tell you straight away if anything could delay it.
Checked by a person
A team member reviews every delivery against the agreed spec (fields, format, volume and duplicates) before it reaches you.
Fix first, then refund
If a delivery doesn't match the spec, we fix it free. If we still can't meet it, we refund the part we couldn't deliver.
Confidential by default
Your files and results are shared only with the people working on your project. We sign an NDA on request and never resell client data.
How refunds work
Most problems are fixed quickly, so we always fix first. A refund is for the part we can't put right.
- Tell us within 7 days of delivery. Email info@extracthelp.com or message us on WhatsApp with your order details and what doesn't match the agreed spec.
- We fix it free. We correct, re-extract or re-deliver at no cost, usually within the original delivery time.
- If we still can't meet the spec, we refund the part we couldn't deliver. If we can't deliver anything usable, you get a full refund. Refunds go back to your original payment method within 5–10 business days.
If a source becomes unavailable after you order but before we start, you choose: a full refund, a different source, or a change of scope.
What's covered and what isn't
Covered
- Missing or wrong fields compared with the agreed spec
- Fewer records than agreed, where the source has them
- The wrong file format or column structure
- Duplicates or formatting errors our checks should have caught
- Scripts or automations that don't work as specified at delivery
Not covered
- New requirements added after the spec was agreed (we'll quote them)
- Information that changes at the source after delivery, such as prices, listings or contact details
- Results of how the data is used, such as reply rates or sales
- Rush fees once the rush work has been delivered
- Issues reported more than 7 days after delivery
- Monthly cycles that have already been delivered (problems with them are still fixed free)
Revisions
Fixes for anything that doesn't match the agreed spec are free within 7 days of delivery, and there's no limit on how many it takes.
New fields, new sources or a bigger volume are new work. We quote them before starting, and many clients simply move up to the next package.
Replies and project updates
We reply within 1 business day (Monday to Saturday, Pakistan time), often the same day, on WhatsApp or email.
During a project you get a short update when work starts, when quality checks are done and when your file is ready.
How we handle your data
- We only collect publicly available data. How we collect data explains what we will and won't do.
- Your files and deliveries are deleted 30 days after final delivery, unless you ask us to keep them longer or delete them sooner.
- Invoices and payment records are kept for as long as tax law requires.
- How we handle personal information is set out in our Privacy Policy.
Monthly and recurring work
Monthly retainers and recurring deliveries can be cancelled at any time with 7 days' written notice before the next billing cycle. Monthly retainers get 20% off the one-off price.
Cycles that have already been delivered aren't refundable, but any problem with a delivered cycle is fixed free under the same fix-first rule.
Payments
- Prices are in US dollars. See our price list.
- Standard orders are paid before work starts. Larger projects can be split into milestones agreed in the quote.
- We accept card payments through Stripe, plus Wise, Payoneer, Binance and bank transfer.
- We never see or store your full card details.
Questions about this policy?
Ask us before you order. We'll explain exactly how it applies to your project.