Refund Policy — plain-language summary
This page explains how cancellations and refunds work on Onflow Ads — for wallet top-ups, Boost Metrics orders and paid ad placements — and walks you through requesting one.
This is a summary, not the policy itself. The full Refunds and Cancellations Policy is at onflowads.com/refunds. If this summary and the full policy ever differ, the full policy controls. The legal page shows its "Last updated" date at the top.
How paying works on Onflow Ads
Onflow Ads uses a prepaid wallet. You add funds to your wallet, then spend that balance on platform services. That means two different things can be refunded, under completely different rules:
- Top-ups — money you added to your wallet through a payment provider. Refunding one takes money out of the platform, so extra conditions apply.
- Purchases — services you bought by spending wallet balance. Refunding one puts the balance back in your wallet, ready to spend again.
Wallet balances are held in US Dollars (USD). UPI and card payments are processed in Indian Rupees (INR) — the USD amount is converted at the prevailing exchange rate and the exact INR total is always shown on the secure checkout before you confirm. Cryptocurrency is also supported. Each payment method has its own minimum and maximum per top-up, shown on the Add funds page before you pay.
A withdrawal moves your own earned balance out of the platform on request, under the wallet's own rules and fees. A refund unwinds a specific payment or purchase. If you simply want your balance out, you want a withdrawal — see your wallet.
Refund rules at a glance
| Service | Refund rule |
|---|---|
| Wallet top-up | A refund request is possible only within 12 hours of the top-up being credited, and only if none of it has been spent. Requesting one freezes that amount until the team decides. Reviewed manually; not guaranteed. Paid to your external destination, net of fees. |
| Boost Metrics order | If the order cannot start or is rejected: full automatic refund to your wallet. Cancelled or partly delivered: the unfulfilled portion is automatically refunded to your wallet. Fully delivered: not refundable. |
| Paid ad placement | Cancellable for a full wallet refund before the owner accepts it. Cancellable after acceptance but before it goes live, subject to a late-cancellation fee — currently 15% of the charge, paid to the channel owner — and a reliability penalty. Once live: not cancellable — except for non-delivery or a fault on Onflow Ads' side, where a re-run, credit or refund is worked out in good faith. |
| Cross-promotion swap | Free — nothing to refund. Opt out of a swap before it is scheduled. |
| Promotional or bonus credit | No cash value; never refundable or withdrawable. |
Top-up refunds
A top-up refund is different from a service refund: it takes money out of the platform, so six conditions apply.
- 12-hour window. You may request the refund only within 12 hours of the top-up being credited. After that, the top-up is final.
- Nothing spent. The refund is only considered if none of the topped-up amount has been spent on anything.
- A request is not a guarantee. Every request is reviewed manually and may be declined.
- Paid externally, net of fees. An approved refund goes to your external destination, not back to your wallet, and the fees in the table below come off it first. You receive the resulting net amount, and the exact breakdown is shown before you submit.
- Refunds go back to source. A UPI or card refund returns to the same UPI ID, card or account you paid from, in INR. It cannot be redirected to a different account.
- Crypto needs a fresh address. If you topped up with cryptocurrency you must provide a fresh USDT BEP-20 (BSC) wallet address with your request. Crypto transfers cannot be reversed, so double-check the address — it is your responsibility.
What comes off an approved top-up refund
| Deduction | Amount |
|---|---|
| Platform fee | A flat 18%, deducted first |
| Gateway fee — UPI and card | An assumed 2% |
| Gateway fee — cryptocurrency | The OxaPay processing fee plus the live Binance BEP-20 (BSC) USDT network withdrawal fee — or 3% of the post-platform-fee amount, whichever is greater |
Wallet refunds on purchases have none of this: they put the balance straight back where it came from.
Requesting a top-up refund, step by step
- Sign in and open your wallet at onflowads.com/telegram/dashboard/wallet.
- Select the Refunds tab. The page header reads Refund a top-up, with the policy restated above the list.
- Find the eligible top-up in the list. Each eligible entry shows when it was credited and a line reading "you would receive" followed by the net amount "after fees", along with where it would be sent — your original payment method, or a USDT BEP-20 address for a crypto top-up.
- Click Request refund.
- A dialog opens showing the full breakdown — the top-up amount, the platform fee, the gateway fees and the net You receive total. For a crypto top-up, enter your fresh USDT BEP-20 (BSC) address here.
- Submit the request.
Tracking your request
Your request appears in the same tab under Your refund requests, with one of these statuses:
| Status | Meaning |
|---|---|
| Under review | The team is reviewing your request — up to 5 business days. The requested amount is frozen while it is open |
| Approved | Approved and being paid out — allow 7 to 14 business days from the approval date |
| Refunded | The net amount has been sent to your destination, with the net amount and reference shown |
| Declined | The request was declined; a decision note always explains why, and the freeze is lifted |
A declined request does not stop you re-requesting, as long as the top-up is still inside the 12-hour window and still unspent.
If the tab reads "You have no top-ups eligible for a refund right now. Refunds can be requested within 12 hours of a top-up, and only if none of it has been spent", then none of your recent top-ups meet both conditions.
Cancelling a paid placement
Cancelling is the tool for a booking that has not run yet. What happens depends on how far the booking has got.
| Stage | What happens |
|---|---|
| Pending — the owner has not accepted yet | Withdrawn and refunded in full to your wallet. No fee, no reliability effect. |
| Accepted — but not yet live | A late-cancellation fee is deducted and paid to the owner as compensation for the slot they committed and turned other bookings away for. The rest is refunded to your wallet, the owner's good-faith deposit is returned because they did nothing wrong, and any view-guarantee premium comes back. You also take an "Abandoned a deal you started" reliability penalty, which doubles on a repeat pattern. |
| Live or delivered | Refused: "This ad is already live — it can no longer be cancelled." A placement that has run cannot be un-spent. |
Steps
- Open onflowads.com/telegram/dashboard/paid-promotion/orders and expand the booking.
- Click the Cancel booking chip. If a fee applies at this stage, the chip names the percentage.
- The button arms into a Confirm label carrying the exact refund amount, and the fee alongside it where one applies. Nothing has happened yet at this point.
- Click it a second time to commit. If you do not, it disarms on its own after a few seconds.
- The refund lands in your wallet immediately.
If the placement already ran and something went wrong with it, cancelling is not available and is not what you want — raise a fraud concern instead. See Appeals and fraud concerns.
Service refunds (Boost and placements)
Refunds for Boost Metrics orders and cancelled placements are credited to your wallet immediately, ready to spend again. No request is needed — they happen automatically when the qualifying condition occurs:
- A Boost order is rejected or cannot start — full refund
- A Boost order is cancelled or partly delivered — the unfulfilled portion refunded
- A booking is cancelled in time — refunded per the table above
- A placement fails and your plan includes Verified Delivery Insurance — refunded automatically, with a goodwill service credit, without you raising anything. See Fraud and bot protection
A service refund cannot be redirected to your original payment method. Wallet refunds and top-up refunds are separate mechanisms and neither converts into the other — see onflowads.com/refunds §3.
Failed, duplicate and unauthorized charges
Every payment is verified directly with the payment provider before wallet credit is applied, and each order is credited only once. That means:
- Charged but not credited? The payment reconciles automatically once the provider confirms it. If nothing appears within a few hours, contact support with the date, amount and reference — a genuinely failed charge is traced and refunded in full.
- Charged twice for the same top-up? The duplicate is refunded in full.
- A charge you did not make? Email support@onflowads.com immediately so it can be investigated.
Contact support first. A confirmed fraudulent chargeback or payment reversal costs −2.00 reliability — the heaviest tier of penalty on the platform — and can end an account. A genuine billing problem is always resolved faster by writing in.
What is never refundable
- Services already delivered or completed as ordered
- Placements or campaigns already started or live, except for non-delivery or a fault on Onflow Ads' side
- Promotional, bonus or goodwill wallet credit, including insurance service credit — it has no cash value and cannot be withdrawn
- Non-recoverable payment-provider fees on a refunded transaction
Nothing in the policy limits rights you have under applicable law that cannot be excluded.
Asking for help with a refund
Email support@onflowads.com or use the contact form. Include:
- The order or transaction reference
- The date and the amount
- Whether you want wallet credit or a refund to your original payment method
Requests are usually acknowledged within one business day. A top-up refund request itself is reviewed within up to 5 business days.
Frequently asked questions
I topped up by mistake. Can I get the money back?
Only within 12 hours of the top-up being credited, only if none of it has been spent, and only as a manually reviewed request. Request it from the Refunds tab of your wallet.
Why is a top-up refund not the full amount?
Because it leaves the platform. A flat 18% platform fee comes off first, then the payment gateway's own fees. The exact breakdown is shown before you submit, so there are no surprises.
I spent part of the top-up. Can I refund the rest?
No. The condition is that none of it has been spent. Partial top-up refunds are not offered.
My refund request was declined. Can I try again?
Yes, as long as the top-up is still inside the 12-hour window and still unspent. The decision note on the declined request explains why it was refused.
Can I have a crypto top-up refunded to my card?
No. Refunds go back to source. A crypto top-up refunds to a USDT BEP-20 (BSC) address you supply; a UPI or card top-up refunds to the same UPI ID, card or account, in INR.
A Boost order only partly delivered. What happens?
The unfulfilled portion is refunded to your wallet automatically. You do not have to request it.
Can I cancel a paid placement after the owner accepted it?
Yes, up until it goes live — but a late-cancellation fee goes to the owner and you take a reliability penalty. The Cancel booking button names the fee before you commit.
The post went up but it was wrong. Can I get a refund?
Not through cancelling — that is closed once it is live. Raise a fraud concern from your orders page; if it is upheld you are made whole. See Appeals and fraud concerns.
How long does a refund to my bank take?
Wallet refunds are immediate. An approved top-up refund to your original payment method takes 7 to 14 business days from the date it is approved — and the review itself takes up to 5 business days before that. Business days exclude weekends, public holidays and national festivals in India.
I was charged but my wallet was not credited.
Payments reconcile automatically once the provider confirms them. If nothing appears within a few hours, contact support with the date, amount and reference.
Next: the trust side of the platform starts with Your reliability score — the number that decides what you can book, what you pay in fees, and what a late cancellation costs you.