Frequently asked questionsContact support
- 1. What is a subscription
- 2. When do my credits expire?
- 3. Can I get a refund?
- 4. How do I cancel my subscription?
- 5. Where can I get help?
- 6. Can I share my username and password with friends or colleagues?
- 7. Can I use my account from more than one computer?
- 8. Can you set up a site licence for my company?
- 9. How does the free trial work?
- 10. How many credits does a search cost?
- 11. If a search returns no results, will it still use up my credits?
What is a subscription?
Every user of this website has an account that he or she accesses by inputting a username and password. All users also have credits in their accounts that are used to p urchase search results (1 credit per result). There are two methods for adding credits to an account:
Users who sign up for monthly subscriptions are automatically charged the value of their subscription each month by our payment processor, PayPal. When the payment has cleared, credits are added to the user's account.
As you can see, monthly subscriptions cost substantially less per credit than one-off credit purchases. However, users should be aware that credits from subscriptions do not carry over into the next month. This means that, if you don't use all the credits in one month, you will not be able to use these credits in the next month.
One-off purchases – Non-expiring credits
Users who do not use the service enoguh to justify a monthly subscription can create an account and add credits whenever they need them – and these credits do not expire. If you've run out o fc redits, you'll be prompted to purchase more when you run a search.
Credits purchased in this manner cost a bit more, but they never expire. This means that you can buy 10 credits today, use 20 of them for a search and come back in a year's time to use some more.
When do my credits expire?
If you're signed up for a subscription, your credits will only last for one month. Your credits will expire on the same day of the month on which your subscription was activated. For example, if you sign up on 5 January, your credits will expire (and if your subscription is still active, new ones added) on 5 February.
If you've added credits to your account by one-off purchases, your credits never expire.
See the previous question for more information.
Can I get a refund?
We do not offer change-of-mind refunds, nor will we refund cash for unused credits. We are, of course, more than happy to provide a refund if we've not delivered what we promised.
How do I cancel my subscription?
You can cancel your subscription aat any time. To do this, log into this website and click on your name in the top-right corner of the page. This will bring up a list of actions you can take on your account.
If you have an active subscription, it will be listed as the first item in this list. Click on this item to be taken to a page showing information about your subscriptions. This page will also contain an unsubscribe button. All you need to do is click Unsubscribe and confirm that you actually want to unsubscribe and your subscription will be cancelled.
You can also cancel your subscription through the PayPal website.
Where can I get help
We do not offer phone support, but you can contact us by email.
Can I share my username and password with friends or colleagues?
Unless you are signed up to a corporate unlimited subscription, you are free to share your login details with anyone. Be aware that this means they can access and use your credits. You are responsible for the safe-keeping of your login details as we will not offer any refund on the basis of lost or stolen credentials.
Can you set up a site licence for my company?
Of course we can. Many of our clients are corporations that require unlimited subscriptions, site licences or entire suburb or state databases. We're happy to work with you on any project and can export our data in a wide variety of formats.
How does the free trial work?
You can sign up for a free trial which gives you 50 free credits. These credits last for one month from when your free trial starts.
You will never be billed unless you sign up for a paid subscription plan.
Your free trial is created automatically and is available for use instantly.
How many credits does a search cost?
The number of credits a search costs is equal to the number of results returned. For example, a search returning 5 results will cost you 5 credits.
If a search returns no results, will it still use up my credits?
If a search returns no results, no credits will be subtracted from your account.