DSViewer datasets are delivered electronically, which means the refund process looks a little different from a typical online store. Before you add a dataset to your cart, it helps to know exactly when a refund is - and isn't - available.
Datasets are final once delivered
Because a downloaded dataset can be copied and retained, DSViewer generally treats a purchase as final once the dataset has been successfully delivered and downloaded. This is standard practice for digital products across most platforms, not just DSViewer.
When you can request a refund
- The dataset is corrupted or won't open in the supported version of DSViewer.
- You received a dataset that's materially different from what was described on the product page.
- You were charged more than once for the same order.
- Payment went through but the dataset never delivered because of a technical problem on our side.
Before you buy
Double-check the trading date, instrument, contracts, timeframe, file format, and supported DSViewer version listed on the product page. Most refund requests we can't approve come down to a dataset that simply wasn't the right fit for what the buyer needed - and that's exactly the information the product page is there to confirm in advance.
How to request one
Reach out within 7 days of purchase with your Order ID, the email used for the purchase, and a short description of the issue. We'll usually try a replacement dataset or technical fix first, and issue a refund if that doesn't resolve it.