Refunds and Cancellations

1 About This Policy

This Policy applies to every payment you make to us and every amount we return to you. By adding funds, placing an order or buying a plan, you agree to it.

It is read together with the Terms and Conditions and the Privacy Policy. Where this Policy and the Terms cover the same ground, this Policy is the more specific statement and controls for refunds and cancellations; on anything else, the Terms control.

1.1 Where the money lives, and what the bot can do

Every payment into the platform, and every payment back out of it to a payment method, happens on the website at onflowads.com and nowhere else. There is one Wallet per account, the website holds it, and it is the same balance wherever you see it.

Our Telegram bot never receives, holds or pays out your money. It takes no payment, it keeps no balance of its own, and it has no way to send anything to a card, a UPI ID or a crypto address. What it does is deliver what the website arranged and run the automated checks that confirm a placement stayed delivered — and where one of those checks finds a placement was cut short, that finding is what triggers the refund or compensation this Policy provides. It applies the rules; it does not make them, and it decides nothing under them.

1.2 The figures here are current settings; the product is the authority

Nothing in this Policy limits or excludes any right you have under applicable law that cannot be excluded, including your rights as a consumer under the Consumer Protection Act 2019.

2 Definitions

These decide almost every question on this page, so they are worth three minutes. The eight that matter most are Wallet, Credited Amount, Withdrawable Balance, Locked Balance, Hold, External Refund, Internal Refund and Compensation.

Wallet

Your prepaid balance, denominated in US Dollars, which pays for everything on the platform. It is not a deposit, not e-money and not a bank balance; it earns no interest and is not held on trust or segregated.

Top-up

A payment you make to add funds to your Wallet, through a payment provider.

Credited Amount

The figure you typed on the Add funds page and that landed in your Wallet. Our deposit fee is charged on top of it, so the Credited Amount is always less than the total you were charged. The platform fee in section 9 is measured against this figure; the processing charge there is measured against what remains after it.

Amount Charged

What the payment provider actually collected from you: the Credited Amount plus our deposit fee, and any processing fee shown as its own line.

Withdrawable Balance

The part of your Wallet that can be paid out to you. In practice this is what you have earned here — principally Paid Promotions payouts, together with returned good-faith deposits. Rewards and commissions we pay you are dealt with by section 23, and are not withdrawable unless we say so when we pay them.

Locked Balance

The rest of your Wallet: your top-ups, bonuses, promotional and goodwill credit, compensation we pay you, and most refunds. Fully spendable across the platform, never withdrawable. Also called platform credit in this Policy.

Hold

An amount kept unspendable while something is pending. For a top-up refund request the money stays on your balance and is simply not spendable (section 8). For a withdrawal request, an auction bid or a marketplace order in escrow, the amount leaves your spendable balance while it is committed and comes back if the thing it was committed to does not happen. Either way it is still yours. See section 15.

Frozen Amount

The particular hold placed on the amount you asked for while a top-up refund request of yours is open — see section 8.

Boost Credit and Exchange Credits

Promotional balances with no cash value at all. Boost Credit is spendable only on Boost orders; Exchange Credits only on Subscriber Exchange placements. Neither is ever refundable in money or withdrawable, and each has its own ledger separate from your Wallet.

Rail

A payment route: the UPI-and-card rail, or the cryptocurrency rail. Each has its own limits, its own fees and its own refund destination.

Tier

Your plan level — Free, Lite, Plus, Elite, Master or Ultimate. It sets your fees, limits and allowances. A tier can be bought, earned or granted, and which it is matters (section 22.3).

Concern

The formal complaint you raise against a published placement, within 14 days. It holds the channel owner's payout while a person reviews it, and it is your only remedy once a placement has gone live (section 19.1).

Reliability score

A score we keep on your account, shown on your dashboard, reflecting cancellations, rejected concerns and delivery failures. It affects the commission you pay and your plan allowances — see section 24.

External Refund

Money paid back out of the platform, to a payment method. It exists for one thing only: a recent, wholly unspent top-up (sections 6–12).

Internal Refund

Money returned to your Wallet. This is how every service refund on the platform works (sections 13–22).

Compensation

Money or credit we pay you that is not the unwinding of a charge — an insurance make-good, a forfeited counterparty stake, a reward. It is not a refund and has its own rules: section 23.

3 The Two Kinds of Refund

There are exactly two, they behave nothing alike, and knowing which one you are dealing with answers most of the questions people write to us about.

4 What Binds Us, and What Does Not

People act on things they were told. This section says exactly which of those things are promises and which are not, so nobody has to guess after the fact.

4.1 The English text on this page is the Policy

This Policy is written in English, and the English text at onflowads.com/refunds is the only authoritative version. Translations, summaries, help articles, FAQs, in-product explanations, marketing pages and our documentation site exist to help you understand it and are not the Policy. Where any of them and this page differ, this page governs — with the single exception in section 1.2, where a figure shown to you in the product at the moment you act beats a figure printed here.

4.2 No conversation varies this Policy

The only ways this Policy changes are an update to this page and an Additional Refund Term published under section 35.

4.3 Which version applies, and where it lives

The version of this Policy in force when you made a payment or placed an order governs that transaction, and section 34 fixes onto each transaction the figures you were shown. For everything else, the live page is the authoritative copy. A screenshot, a cached page, a search-engine snapshot, a printout or an archived version is a historical record, not a term you can hold us to for a new transaction. If you want to know which version applied to a specific transaction, ask us and quote that transaction's ID (section 37).

4.4 A concession once is not a rule forever

If we do something for you that this Policy does not require — refund something outside a window, waive a fee, pay a goodwill credit — that is a one-off act of goodwill for that situation. It does not amend this Policy, does not create a practice, does not entitle you or anyone else to the same treatment again, and is not an admission that anything was owed. Not enforcing a term on one occasion does not waive it.

5 What You Are Charged, and What We Do Not Charge

5.1 Top-up pricing is additive

You enter the amount you want credited. Our deposit fee is added on top of it, and the payment provider is asked for that exact total. Nothing is skimmed off your credit: the number you typed is the number that lands in your Wallet, and the "total to pay" shown before you confirm is the whole charge.

• the deposit fee is a percentage set by your plan — currently 9% on Free, 7.5% on Lite, 6% on Plus, 5% on Elite and 4% on Master and Ultimate — subject to a minimum fee per method. On a small top-up that minimum dominates, so the effective rate can be materially higher than the headline percentage — the exact minimum for your payment method is included in the total shown on the Add funds page before you confirm;
• if your tier was earned or granted rather than purchased, the deposit fee is the Free rate (section 22.3);
• each rail has its own minimum and maximum credit per top-up: $20 to $5,000 on the cryptocurrency rail, and ₹1,000 to ₹25,000 on the UPI and card rail. Because fees are added on top, the amount actually charged sits above these figures; and
• UPI and card payments are billed in Indian Rupees. The exchange rate is locked onto your order when the payment is created and stored against it, so a market move while you are at the checkout cannot change the credit you were promised.

5.2 Deposit bonuses

Where a deposit promotion is running, a bonus is extra credit added on top of your deposit — you are never charged for it, and neither kind is cashable: a bonus is spendable on the platform and is never withdrawable. Only the single highest matching threshold applies and thresholds never combine. The thresholds and percentages are set by us and shown in the Add funds flow when an offer is running.

• a Wallet bonus is fixed when your order is created, so a promotion that changes or ends while your payment is in flight does not change what you were promised. It lands as Locked Balance — spendable anywhere on the platform, never withdrawable (section 2); and
• a deposit may also earn a Boost Credit bonus. That one is determined when your payment settles, under the promotion then in force, and is credited as Boost Credit — which has no cash value (section 2). It can be changed or withdrawn at any time before settlement, and it is taken back off your Boost Credit balance if the deposit is later refunded (section 9.3).

A bonus is consideration for the deposit that earned it. If that top-up is later refunded, reversed or charged back, the bonus goes with it — see section 9.3.

5.3 We do not charge tax

We do not calculate, add, collect or itemise any tax — including GST — on a top-up or on a refund. No tax amount is included in, or excluded from, the amount credited to your Wallet or the amount returned to you, and the receipts we issue are not tax invoices. Any tax arising on your own earnings and activity is yours to declare and pay, as Terms section 12.7 sets out. Where the law requires us to withhold an amount against a payment we make to you, we will do so, and the amount you receive will be net of it.

5.4 The deposit fee is never refunded

The deposit fee pays for taking your money in — a service that was performed, in full, at the moment your top-up credited. It is not part of your Wallet balance, it was never credited to you, and it does not come back if the top-up is later refunded. Section 9 shows exactly what this means for the amount you receive.

6 External Refunds: When You Can Ask

You may ask for a top-up to be paid back to you from the Refunds tab of your wallet. A request is only accepted when all of the following hold.

1. The top-up credited to your Wallet. A payment that failed, expired or was never confirmed credited nothing, so there is nothing to refund — see section 27 instead.
2. You are inside the window — currently 12 hours.
3. The top-up is completely intact — section 7, which is stricter than most people expect.
4. There is no open request for it already, and it has not already been refunded.

6.1 A request is made in the Refunds tab, nowhere else

6.2 One at a time, and a fair-use limit

One request may be open per top-up at a time. If a request is declined and the top-up still meets every condition above, you are free to ask again (section 11.2).

To keep the queue honest we limit how often requests can be submitted from one account or one connection. A submission refused for that reason has not been declined — nothing has been decided, no record is created, and you can simply submit it again shortly. Deliberately cycling requests is dealt with under section 30.

7 External Refunds: The Intactness Condition

A top-up can only be returned to you while it is completely intact. This is the condition people most often fall foul of, so we state it exactly as we apply it:

Both halves matter, and the second is the one that surprises people. Any Boost order, any booking, any placement, any plan purchase, any add-on — anything at all that debits your Wallet after the credit lands — ends eligibility for that top-up. It does not matter that the balance you spent came from somewhere else, and it does not matter that plenty of money remains.

Two things are not treated as a spend and do not disqualify you on their own: an amount held for a withdrawal request you have made, and money put back into your Wallet because a different top-up refund of yours was reversed or released.

7.1 Your balance must still cover the whole of it

For the same reason, your Wallet must still hold the whole of the Credited Amount together with any bonus that came with it, over and above anything already held for something else. If your balance no longer covers that sum, the top-up is no longer intact and the request fails — you may see this worded as the amount no longer being fully available to refund.

7.2 Whole or not at all, and checked twice

8 External Refunds: The Freeze on a Requested Amount

Submitting a refund request freezes the amount you asked for. From that moment the money cannot be spent, and it stays frozen until our team decides your request.

To be precise about what a freeze is and is not:

• the money is still yours and still in your Wallet. Your balance does not fall, nothing is deducted, and no fee is charged for the freeze itself;
• only the requested amount freezes. The rest of your balance is completely unaffected — a $50 request against a $500 balance leaves $450 fully spendable, and the platform works normally for all of it;
• anything credited with the top-up freezes too, including a deposit bonus, because approving the request unwinds those together with the deposit;
• while frozen, that amount cannot fund an order, a booking, a placement, a plan or an add-on anywhere on the platform; and
• a frozen amount is not available for withdrawal, and while a request of yours is open we may refuse, hold or defer a withdrawal (section 25).

We freeze for your protection as much as ours. Without it, spending a single rupee while your request sat in the queue would quietly destroy the very request you were waiting on — and you would find that out only when it was declined.

While an amount is frozen you are told so plainly: on your wallet page, on the request itself, and in the confirmation you receive when you submit.

9 External Refunds: What We Retain and What You Receive

An approved refund is paid net of two deductions, applied in this order. Everything here is calculated in US Dollars, the currency of your Wallet, and each deduction is computed in whole cents with fractions rounded to the nearest cent.

1. A flat 18% platform fee, retained by us. It is calculated on the Credited Amount — the figure that landed in your Wallet — and not on the total you were charged.
2. A refund processing charge, taken from the 82% that remains:
   • UPI and card — 2% of the remaining amount; and
   • Cryptocurrency — the crypto processor's fee (1% of the remaining amount) plus the USDT BEP-20 network withdrawal fee in force when we decide, subject to a minimum of 3% of the remaining amount, whichever of the two is greater.

What is left is what we send. You never have to compute this: the exact breakdown — top-up amount, platform fee, processing charge and the net you receive — is shown before you submit, and the same calculation is what we apply. On the UPI and card rail that breakdown is final. On the cryptocurrency rail it is an estimate, because the network withdrawal fee is read again when we decide (section 10).

9.1 Two worked examples

The network fee in the crypto column is illustrative. It is read at the moment we decide, so the real figure may be higher or lower; where the live figure cannot be read we apply our most recent reading or a standing estimate of it. Where the processor's fee and the network fee together come to less than 3% of the remaining amount, the 3% minimum applies instead.

9.2 On a small top-up the deductions can consume all of it

9.3 Bonuses come back out

Both kinds of deposit bonus come back out with the deposit. A bonus is promotional credit you were not charged for; it is not paid out to you, and it does not survive the deposit that earned it.

• a Wallet bonus is removed from your Wallet in the same step that reverses the deposit; and
• a Boost Credit bonus is taken back off your Boost Credit balance. If you have already spent some of it we take back what is still there and no more — a reversal never puts your Boost Credit below zero and never becomes a debt you owe.

More generally, any promotional credit granted for a top-up may be reduced, removed or set off if that top-up is refunded, reversed or charged back, whether or not it has already been spent (section 28).

9.4 Fees on your side of the transfer

The two deductions above are the complete list of what we take. What that list cannot cover is your side of the transfer: a fee your bank levies on an incoming refund, a card issuer's currency-conversion charge, an exchange's deposit fee on incoming USDT, or your own wallet's charges. Those are levied by parties we do not control, come out of what reaches you, and are not something we compensate. The amount we send is the amount this section arrives at; what your provider does with an incoming payment is between you and them.

9.5 Currency between your payment and your refund

Your Wallet is denominated in US Dollars, and every figure in this section is a US Dollar figure. Where a refund is paid in Indian Rupees, it is converted when we make the payment, at the rate applying then. The rupee amount you receive may therefore differ from the rupee amount you paid, in either direction, and that difference is neither charged to you nor compensated. Nobody trades on a refund: currency movement between your payment and your refund is simply not a thing either of us gains or loses by, as far as this Policy is concerned.

10 External Refunds: Where the Money Is Sent

Where an approved refund goes is decided by how you paid, and you cannot change it.

You paid by UPI or card

The refund is returned to the original payment method — the same UPI ID, card or account — in Indian Rupees. You supply nothing when you request it, and there is nothing to enter. It cannot be redirected to a different account, a different person, or a different rail.

You paid with cryptocurrency

You must supply a fresh USDT BEP-20 (BSC) address when you make the request, and the refund is sent there. It must be an address you control and can receive USDT on the BSC network. It cannot be changed after you submit.

We send these by hand. There is no automatic gateway reversal behind this: once a request is approved, a member of our team makes the transfer and records against your request whatever payment reference the rail gives us, where you can see it in your refund history.

The breakdown you were shown when you submitted is re-derived when we decide — on the crypto rail using the network fee in force at that moment — and those final figures are the ones that govern.

11 External Refunds: How We Decide

11.1 Eligible is not the same as approved

What we do commit to, and what you can hold us to:

• a person decides it. No automated system on this platform grants a refund, and none refuses one on its own initiative;
• we re-prove the conditions before any money moves, in the same step as the money movement itself, so a decision is never taken on stale information;
• if we decline, we tell you why. A decline is never recorded without a stated reason — our systems will not accept one — and you are shown that reason in full, both in the notification you receive and on the request in your refund history; and
• a decline moves nothing. The amount stays exactly where it was, the freeze is lifted, and the balance is spendable again.

11.2 Asking again

A declined request does not bar a fresh one, as long as the top-up still meets every condition in sections 6 and 7 — in practice, as long as you are still inside the window and have still spent nothing.

11.3 A decline for a mistake you can fix does not eat the window

11.4 If you think we got it wrong

There is no separate internal appeal against a declined top-up refund. If you believe a decision was wrong, write to [email protected] with the request's OFR-… ID — see section 37 — and we will look at it again. Your rights under section 36 are unaffected.

12 External Refunds: Timelines

Two periods apply, and they run back to back, not at the same time.

Review — up to 5 business days

From when you submit until we approve or decline. Your requested amount is frozen throughout (section 8).

Payout — 7 to 14 business days

From the day we approve until the money reaches you. This clock starts at approval, not on the day you asked, because nothing is sent anywhere before a person has approved it.

• Business days exclude weekends, public holidays and national festivals in India. A long festival period can therefore add a week or more of calendar time to the same number of business days;
• periods of unusual volume, and disruption at a bank, a payment provider or a blockchain network, may take longer still — and where something outside our control is the cause, section 32 applies; and
• after we have sent a UPI or card refund, how quickly it appears is your bank's and the provider's to control, not ours. A crypto refund lands once the network confirms the transfer.

These are targets, not guarantees, and they are not a term we undertake to meet on a particular date. We publish them so you can plan, and we will tell you if something is running long.

13 Internal Refunds: How They Work

Everything you buy here is paid for from your Wallet. When something you bought is not delivered, the money comes back to your Wallet. That is an internal refund, and it is how almost every refund on this platform happens.

13.1 They happen without you asking

• No request form, no claim, no ticket and nothing to fill in. When the qualifying condition occurs, the credit appears — and you can see it in your wallet Activity with a reason identifying what it relates to;
• The exceptions are the routes that need you to raise something: a Paid Promotions concern (section 19.1), a campaign report (our team may cancel or reverse a reported campaign, and any refund that produces follows our decision on the report), a rejected withdrawal (section 25), a booking with no recorded deadline (section 18.1), a Delivery Floor cycle our review did not pick up (section 20.3), a cryptocurrency payment that did not credit correctly (section 27.2), and an automatic credit that never landed (section 13.4). Those credits follow our decision rather than arriving on their own; and
• They are immediately spendable. A credit is never blocked by a hold — the balance is back in play the moment it lands.

13.2 How quickly

A refund that follows something you did — cancelling an order, cancelling a rule — is applied in the same step as the cancellation, so it is there immediately. A refund that follows something we detected — a provider reporting a shortfall, an order expiring, a placement failing — is applied by a scheduled check, so it lands on our next processing cycle for that product rather than in the same second. In practice that is usually minutes.

13.3 What comes back

A refund returns what you actually paid for that order — after any plan discount, volume break, bundle discount, discount code or negotiated rate. It is never calculated on a list price you did not pay. Where only part of what you bought was delivered, the refund is the proportion not delivered, worked out from the order charge.

Where a purchase carried a fee or premium that was folded into the charge — a guarantee fee folded into a Boost order (section 16.3), for example — that amount is part of the charge and is refunded wherever the charge is refunded, in the same proportion. A separately-purchased Paid Promotions view guarantee is not folded into the charge and settles on its own terms under section 19.4.

13.4 If an automatic credit does not land, tell us within 90 days

14 Where a Refund Lands

This is the section people are most often surprised by, so it has one of its own. A refund is not simply "money back" — it comes back in the form it was paid, and that form decides what you can do with it afterwards.

14.1 The rule

So a "full refund" of an order paid mostly with Boost Credit returns mostly Boost Credit. Nothing has been kept from you — you are being put back exactly where you were — but the headline figure and the amount of spendable cash in it are two different numbers, and it is worth knowing which you are looking at.

14.2 When the whole of a refund comes back locked

On some products we credit the entire refund as Locked Balance rather than reconstructing the original split. That is the case throughout Paid Promotions: refunds, make-goods and returned guarantee premiums are credited as platform credit — spendable anywhere on Onflow Ads, not withdrawable as cash — even where the original charge was paid out of withdrawable earnings.

More generally: where we cannot reliably reconstruct how a purchase was funded, we credit the whole of a refund as Locked Balance.

14.3 The things that do come back withdrawable

Two return to Withdrawable Balance, because they were withdrawable when they left it:

• a good-faith deposit you staked as a channel owner, when it is returned to you (section 19.7); and
• the gross of a withdrawal request we reject (section 25); and
• the withdrawable part of any hold we release — an auction bid you were outbid on, or a hold on an auction that produced no placement (section 15).

14.4 Money credited to you that is not a refund

Compensation, awards, rewards and forfeited counterparty stakes are not refunds. They are credited as platform credit — spendable on the platform, never withdrawable and never paid out in money — and they have their own rules in section 23.

14.5 A refund that is decided before it is paid

A refund normally reaches you at the moment it is decided. One does not: where a channel owner takes down a pin an advertiser paid for before the campaign ends (section 19.8), the remedy is decided when the unpin is confirmed and paid when that campaign finishes, or within 48 hours, whichever comes first.

The pocket does not change. It is credited to the Wallet as Locked Balance under section 14.2, the same as every other Paid Promotions refund — spendable anywhere on the platform, never withdrawable as money. Only the timing is different, and the reason is that the outcome is not final while the campaign is still running: the owner may put the pin back, and our team may hold, release or reverse the settlement in the meantime. A hold expires after 48 hours and the refund is then paid automatically, so no decision of ours can leave it waiting indefinitely.

15 Holds, Freezes and Escrow

Several things on this platform make money unspendable without taking it from you. They are not charges, they are not refunds, and they are worth understanding together.

16 Boost Metrics Orders

A Boost order is charged in full the moment you confirm it — Boost Credit first, then Wallet cash for the remainder. We resell these services; independent third-party providers deliver them, and what a provider supports is set by that provider, not by us (Terms section 6). Everything in this section applies equally to orders placed on the website and through our developer API — the Telegram bot places nothing and sells nothing; it only carries out what was placed.

16.1 Automatic refunds

These need no request, and there is no claim form:

• No provider accepts the order — refunded in full, at the moment the order fails;
• The order is interrupted before it reaches a provider and sits stuck — refunded in full automatically after a short timeout (currently three minutes), so a charge never outlives a failed placement;
• The provider accepts it and then reports it failed — the undelivered portion is refunded automatically. Where there is no evidence anything was delivered, that is the whole charge;
• Partial delivery — the undelivered portion is refunded pro rata, automatically, as soon as the provider reports the shortfall to us. The arithmetic is the order charge multiplied by the units not delivered, divided by the units ordered; and
• A scheduled order that has not launched — refunded in full if you cancel it, or if it cannot be placed when its time comes.

Where a refund does not post at the first attempt it is retried rather than lost, and section 13.4 applies.

16.2 Cancelling an order that has started

Cancellation is available only on services the provider marks as cancellable, and only while the order is still running. Even then it is a request passed to the provider, not a right: if they refuse or cannot act, the order continues. A cancellation made through our developer API is the same request to the provider — it is not a right to a refund.

• only the undelivered portion is refunded, measured from the provider's report of what was left to deliver;
• units already delivered are kept and are never refundable — the provider keeps our payment for them; and
• delivery carries on until the provider acts, so the delivered share can grow between your click and their confirmation. The refund follows once they confirm, on the next status check.

16.3 Completed orders, drops, refills and guarantees

An order delivered as ordered has been performed and is not refundable in money. Counts delivered by any growth service can fall afterwards, and the remedies for that are these, in this order:

• a refill, where the service advertises one, inside the order's refill window — its own length if it has one, otherwise 30 days from completion. Where your order carries Auto-refill or a delivery guarantee we request refills for you automatically; on any refill-eligible order you can request one yourself from the order at any time inside the window; and
• a make-good in Boost Credit, once per order, where a genuine drop inside the window cannot be refilled. It is valued in proportion to the drop and capped at what you paid for that order.

If an order looks wrong to you, report it from the order itself and our team will follow up. There is no manual refund request process for Boost orders.

16.4 Discounts, codes, bundles and earned credit

• A discount code is used up by the order it is applied to. If that order is later refunded or cancelled we return the money you actually paid, but the code itself is not restored and cannot be used again;
• Where an order earned you Boost Credit — a discount rebate, for example — a refund or cancellation that ends the order reverses the credit it earned; a pro-rata refund for partial delivery does not. We deduct it from your Boost Credit balance, never below zero, and never from your Wallet;
• Ordering several services together is line by line, not all-or-nothing: each line is charged and placed on its own, and one line failing does not cancel or refund the others. Where a multi-item discount applied, we do not re-price the remaining lines if one is later refunded, and we may reverse or re-price the discount where the order that earned it no longer stands; and
• Referral earnings are paid in Boost Credit and nothing else. There is one referral programme (Terms section 31): a member you introduced through your share link earns you a percentage of every top-up they actually pay us — a settled UPI or cryptocurrency deposit — for as long as they keep depositing, at the rate shown in your account (5% at the time of writing). Nothing else earns: not a Boost order, not a booking, not a bonus, not a credit we grant by hand. The credit has no cash value and cannot be withdrawn, and where the deposit that earned it is later refunded to its source or reversed, we may reverse the credit with it, from your Boost Credit balance and never below zero (section 23).

Negotiated rates, where your plan includes them, are available only while your account remains eligible. We may change or withdraw one at any time; doing so does not entitle you to a refund or a re-pricing of orders already placed, and an order placed at a negotiated rate is refunded at that rate.

16.5 Duplicate and automated orders

We try to catch accidental duplicate submissions and will not knowingly charge you twice for the same one, but that is a courtesy and not a guarantee. Two genuinely separate orders for the same service are two orders, both chargeable, and neither becomes refundable because you did not mean to place the second. You are responsible for every order placed with your API key, including duplicate and automated ones.

Where an order was paid for by someone else, any refund goes to the account that paid, not to the account the order was placed for.

Where we refund an order because it appeared not to have reached a provider, and the provider then accepts and delivers it anyway, we may recover the refunded amount from your Wallet or Boost Credit, or set it against the delivery you received (section 28).

17 Auto-Boost Subscriptions

Auto-Boost watches a channel and boosts new posts from a prepaid budget pool funded from your Wallet. It is a subscription with a term, a budget, and its own rules — and those rules are not the same as an ordinary Boost order's.

17.1 Cancelling versus letting it expire

• Cancelling a rule refunds the unspent pool to your Wallet. Any promotional portion of that budget comes back locked — it returns as non-withdrawable balance you can spend but not withdraw (section 14); and
• Letting a rule expire refunds nothing. Unspent budget stays with the expired subscription and becomes usable again only if you renew it. If you want the money back in your Wallet, cancel the rule rather than letting it lapse.

17.2 Renewal, and what happens when funds run out

Auto-Boost is the one product that charges again without asking: if you switch auto-renewal on, we take the renewal from your Wallet on each renewal date, without further notice, at the fee then in force. A renewal charge is not refundable once the renewed period has begun, except as this Policy otherwise provides.

17.3 Pauses

We also pause a rule where we cannot see the channel it watches, or where continuing would breach the Terms. A paused rule keeps its remaining budget and its end date does not move: time spent paused is not credited back and the term is not extended.

18 Paid Promotions: Cancelling, and Non-Delivery

When you book a placement the money leaves your Wallet immediately and is held by us until the placement runs or fails. The channel owner cannot touch it in the meantime. Funds we hold sit in our ordinary business accounts: they are not segregated client money, they are not held on trust and they earn no interest (Terms section 7.2).

18.1 Full refunds, automatically

You are refunded the whole charge to your Wallet, without asking, where:

• the owner declines your booking;
• the owner does not answer before the request's deadline — it auto-declines and refunds. That deadline is 24 hours from the request, or the moment the ad was due to go live where that comes first: a channel that accepts same-day bookings can be asked for a slot starting in two hours, and a request for one cannot wait a day. The booking page and your campaign both show the actual deadline for each placement; or
• the ad is not published inside the agreed window. Publication is automatic — the Bot posts every accepted booking itself — so a failure here means the Bot could not publish (usually because the owner removed it or took its rights away, sometimes a platform fault). Either way the booking is cancelled and refunded in full; who the failure counts against is decided separately and never changes your refund.

On that last one we allow a short grace period after the window closes — currently up to two hours — in which a late delivery still counts as delivered. The cancellation and refund follow shortly after that grace period, not at the instant the window ends.

18.2 Cancelling a booking yourself

Our commission is retained on a completed placement and is not part of what is refunded on a cancelled one.

18.3 Recurring placement rules

Where you set up a recurring rule, each run books and charges a new placement automatically, on the same terms as a manual booking. A run that would take you past the rule's spend cap is cancelled and refunded in full, and a rule that keeps failing is switched off.

18.4 A refund recorded in stages

Automatic refunds here are processed in stages, and a refund can be recorded a moment before the money finishes moving. Where that happens the amount is credited on our next reconciliation pass. We do not treat a short delay of that kind as a failure to refund, and no additional compensation is payable for it — section 13.4 still applies if the credit never arrives.

19 Paid Promotions: Protections, Guarantees and Concerns

19.1 Raising a concern after publication

Once a placement has been published, a concern is your remedy. You may raise one for up to 14 days after publication, and you may do so even after the owner has been paid. Only one concern may be open on a booking at a time; if a concern is rejected you may raise a fresh one on the same booking for the rest of the 14 days, but a rejected concern that is simply restated on the same facts will be rejected again (section 30).

• raising a concern holds the payout and freezes the owner's Wallet for the review, and freezes our own evidence at that moment so neither side can change the record afterwards;
• a person decides it. Nothing is resolved automatically. Some plans carry a published resolution target — 48 hours on Elite, 24 hours on Master and Ultimate; other plans are handled in queue order with no stated target;
• if it is upheld, the charge is refunded to your Wallet in full, less anything already returned to you, and the owner's good-faith deposit is paid to you; and
• if it is rejected, no refund is made, the placement stands, the owner is paid, their good-faith deposit is returned to them, and you take a reliability penalty — more so if rejected concerns become a pattern.

19.2 Your confirmation window

After delivery you have a window equal to the ad's own booked duration, capped at 48 hours, to confirm the live post or raise a concern. The exact deadline is shown on the booking. If you do nothing, the placement is treated as delivered and the payout follows its normal schedule. This does not shorten the 14 days in section 19.1: you can still raise a concern afterwards.

19.3 Monitoring, and what a flag does

We check that a delivered post still exists and, where the format promises it, is still pinned. The monitor is deliberately conservative: it acts only where Telegram is explicit that the post is gone or the channel is unreachable, and anything it could not complete is retried, never treated as a failure.

A flag holds a payout, and it never claws back a payout that has already been released. On an ordinary placement it does not by itself refund you — it holds the money while the position is reviewed. On an insured placement a confirmed flag does move money on its own: it refunds the advertiser and it forfeits the channel owner's good-faith deposit to them, with no concern raised and no separate human decision (section 19.5). That is the one place where an automated check, by itself, takes a stake from one member and gives it to another — so if you are a channel owner, section 19.3 and section 24 are the two to read. A flag also reduces the channel owner's reliability score at the same time, automatically; an owner who believes a flag was wrong may ask us to review it, and we restore the score where it was mistaken.

The Bot publishes every placement itself, so it always knows which message to monitor. (A placement delivered by hand under earlier rules against a private link cannot be monitored, and where a placement is not monitored, none of the protections that depend on monitoring can operate.)

We also record when a delivered post is edited after publication. An edit does not by itself trigger a refund or a flag; it is recorded as evidence and, where it changes what you bought, it is a ground for raising a concern under 19.1.

19.4 The view guarantee

Where you buy a view guarantee, we guarantee 80% of the channel's advertised average views for a premium of 15% of the placement price. If our measurement records fewer views than guaranteed, we automatically refund a pro-rata share of the placement charge, equal to the proportion of guaranteed views not delivered.

• the guarantee is offered only on channels whose advertised reach meets our published minimum, and its coverage and premium are the rates shown at the moment you buy;
• the guarantee premium itself is not refunded when a make-good is paid — the guarantee did what you bought it for;
• the full premium is refunded where we could not measure the delivery at all, or where the placement was cancelled, refunded or resolved away; and
• make-goods are funded by us and are never deducted from the channel owner's earnings.

We may change or withdraw the guarantee for future bookings; a guarantee already bought settles on the terms you were charged.

19.5 Verified Delivery Insurance

Where your plan includes it, a monitor-confirmed delivery failure on a live placement refunds the whole charge to your Wallet automatically, less anything already refunded, with no concern required — plus a service credit of 10% of the refund. That service credit is promotional credit: it has no cash value and cannot be withdrawn.

• it fires only on a flag the monitor raised on two consecutive conclusive checks — the first no sooner than ten minutes after publication, and checks of the same post at least an hour apart — and then only once that flag has stood unreversed for thirty minutes, on the next pass of the escrow sweep, while the placement is still in escrow. A reading the monitor could not complete never counts;
• a delivery failure for this purpose includes the post being removed, the channel becoming unreachable, and — where the format promised it — the post being unpinned before its promised time. Any of these refunds the placement in full, including where the shortfall was partial; and
• on an insured placement, the flag also forfeits the channel owner's good-faith deposit to you. The forfeiture follows the confirmed flag and is applied without a separate human decision; section 24 covers a flag an owner believes was mistaken.

19.6 Auctions

• placing a bid holds that amount from your Wallet immediately;
• being outbid releases your hold in the same instant the higher bid is accepted — not at auction close;
• raising your own bid tops up your existing hold; it never creates a second one;
• every hold is released in full where an auction closes with no bids, fails to meet its reserve, is withdrawn by the host, or cannot produce a placement — and a released hold comes back in the character it was taken, so being outbid never costs you the ability to withdraw money you had earned (section 15); and
• winning is not the same as booking. The winning bid becomes an ordinary booking at the clearing price, which the owner must still accept — and if it is declined or left to expire, the amount returns to your Wallet in full under section 18.

19.7 If you are a channel owner

• Your good-faith deposit. On bookings of $50 or more you stake a refundable deposit — 10% of the booking value, capped at $20, from withdrawable funds. It comes back to you as withdrawable funds on clean delivery, if the advertiser cancels, if a concern against you is rejected, and where a placement fails for a platform reason or for a reason we cannot attribute to you. It is forfeited to the advertiser, not to us, where a failure is your fault — in full, per order, and it is not reduced by partial delivery;
• When your earnings release. Earnings are held after delivery and released on your plan's schedule. Release is withheld while a concern is open, while a placement is flagged, or while your account is under review. Where the product offers it, you may release a held payout early for a fee, which is a percentage of the payout and is not refundable; taking an early payout does not end the advertiser's right to raise a concern, and an upheld concern is recovered from your Wallet in the ordinary way;
• Retention escrow. On bookings that carry it — the booking says so before you accept — 20% of your payout is held for 14 days after delivery. It is released to you only if the post survived, no concern or delivery flag stands against the placement, and the channel's subscriber count has not fallen where we can measure it; otherwise it is returned to the advertiser, less anything already refunded to them; and
• Identity verification thresholds. Above cumulative lifetime payouts of $500, $5,000 and $25,000 you must complete the corresponding level of identity verification before further payouts release. A held payout is held, never forfeited, and releases once you clear the level.

19.8 The pin

An advertiser may buy one extra on a placement: the post stays pinned in the channel from go-live until the campaign ends, at a platform price published before either side commits (Terms section 7.15 — $6 to the advertiser and $4 to the owner at the time of writing; the figures shown when you buy govern). Its refund rule is its own:

• If the owner unpins early, confirmed by the monitor on two consecutive checks, the advertiser's remedy is the whole pin charge — not the owner's share, all of it. No concern is needed. The placement itself is not refunded and the booking does not end: the advertisement is still standing, so the advertiser keeps what they bought and is made whole on the part they did not get.
• It is credited to the Wallet as Locked Balance under section 14.2, like every other Paid Promotions refund: spendable anywhere on the platform, never withdrawable as money.
• It is paid when the campaign finishes, or within 48 hours of the unpin being confirmed, whichever comes first — not at the moment the unpin is found. Until then it is a decided but unpaid remedy held against the booking, and we may hold it, release it earlier, or reverse the settlement where a review shows the unpin was not the owner's doing; a reversal returns to the owner anything already taken and leaves the advertiser uncharged. Any hold we place expires after 48 hours, after which the remedy is paid automatically — we may pause it to look at it, we may not leave it paused.
• The owner owes the whole charge from the moment the unpin is confirmed — the share they did not earn plus the share we return on their behalf. It is withheld from the payout still held in escrow for that booking. Only where that payout is too small to cover it does the shortfall fall on the owner's Wallet, and only then can it put the owner into debt (section 28.4). Re-pinning the post later does not return it.
• The owner's Reliability penalty is not recorded at that point. It is recorded only if the campaign ends with the post still unpinned; an owner who re-pins it, confirmed the same way, and leaves it pinned for the rest of the run incurs none (Terms section 7.15.2).
• A pin that stayed pinned for the whole run is delivered and is not refundable.

20 Subscriber Exchange

Taking part is free and reciprocal — you host other members' ads to run your own. The only paid elements are an optional per-campaign delivery upgrade and an optional Priority Review, both charged from your Wallet when you submit.

20.1 When the charge comes back

• Declined by moderation — the delivery upgrade charge and any Exchange Credits you spent are refunded in full, automatically, at the moment of the decline;
• Cancelled before any placement has run — same: charge and credits refunded in full, automatically;
• Cancelled after one or more placements have been delivered — you may still cancel, and it stops any placement that has not yet run, but nothing comes back. The service was partly rendered and the cancellation is your own choice; and
• where an upgrade would exceed the platform's hard per-campaign ceiling, the purchase is refused rather than charged, so you are never billed for capacity that could not be used.

A refund here follows section 14: the part of the charge funded from promotional or locked balance comes back locked, and only the part paid from withdrawable balance comes back withdrawable. A "full refund" is full in amount, not necessarily in cash.

20.2 Exchange Credits, and hosting

Exchange Credits are earned by hosting, and by any bonus we choose to grant. They are spent on placements. They have no cash value, cannot be exchanged for money and cannot be withdrawn, and a bonus may be varied, withheld or discontinued at any time.

20.3 The Delivery Floor make-good

On eligible top-tier campaigns, where a completed cycle delivered below 80% of what you should have received, we credit a make-good in Boost Credit — not cash, and not withdrawable.

• the shortfall is measured against the smaller of your cycle entitlement and the number of channels your own targeting made eligible. A shortfall you caused by narrowing your targeting is not compensated;
• it is valued at our published rate per undelivered placement and capped at one cycle's entitlement; and
• it is assessed by a periodic automatic review of closed cycles, on our records, and is credited at our discretion. It is the sole remedy for an under-delivered cycle: it is not a refund, and where a cycle is not picked up by that review there is no separate claim. If you think a cycle was missed, tell us and we will look.

21 Cross-Promotion

A cross-promotion swap is free. Two matched channels each publish the other's post; no money changes hands on the swap itself, so there is nothing to refund.

21.1 The paid parts

A campaign can carry optional purchases on top of the free swap. Two exist today, and both buy presentation: featured placement of your listing in the partner directory for a period, and boosting a partner request to the top of someone's queue. Nothing else is sold for Cross-Promotion — the attribution line is a host-plan benefit rather than a purchase (Terms section 17.5), and campaign insurance is not bought at all but declared (section 21.3).

Where a charge is made but the effect you bought cannot be applied, you are not left paying for nothing: on most paths the charge and the effect are a single step, so if the effect cannot take hold you are simply not billed; and where a charge has already left your Wallet, it is reversed automatically. Either way you are never billed for an effect that never took hold.

Where a purchase qualifies for a bundle or multi-item discount, we may charge each item at its own price and return the discount to your Wallet afterwards as a separate credit. That credit is non-withdrawable.

21.2 Cancelling a campaign

21.3 Campaign insurance and completion rewards

Campaign insurance is declared, not bought. While a two-party campaign is being agreed, each side may name the amount it will pay its partner if it breaks the campaign — up to $500 at the time of writing — and both figures lock when the campaign is confirmed (Terms section 8.7). Where our checks confirm your partner broke the campaign — their post taken down early, or a member who left your channel before the run ended — their declared value is paid to you out of their Wallet, automatically and once per campaign, and it lands in your Withdrawable Balance: it is money another member owed you, not a promotional credit, so it is not consumed by section 23. It is charged to them whether or not their Wallet can cover it; if it cannot, they go into debt to the platform and you are still paid (section 28.4). It is the sum the parties set, not a measure of your loss, it is not a refund of anything you paid, and nothing is paid where your partner declared no cover, where the cover was never locked, where both sides broke the campaign, or on a Blitz slot. A plan that lists campaign insurance as included has no separable price for it, so nothing is returned for it if a campaign does not run.

Where we reward a clean campaign completion, that reward is paid in Boost Credit at the rate and monthly limit published for your plan. It is a discretionary platform reward, not consideration for a service; it has no cash value, is not withdrawable, and may be withheld, capped, reduced or reversed — in particular where a campaign is found to have been fabricated or gamed. Once a monthly limit is reached, further completions in that month earn nothing. See section 23.

22 Plans, Memberships and One-off Add-ons

A membership is a prepaid fixed term — monthly or yearly — charged in full from your Wallet when you buy it. A yearly membership is charged as one payment for the whole year, at the yearly price shown on the pricing page, taken from your Wallet in a single deduction; it is not billed monthly and there is no instalment option. If your Wallet does not cover the price, nothing is charged and nothing changes — we tell you how much more you need and you can add funds and come back. There is no card on file and no membership renews automatically, which also means there is nothing to cancel: a membership simply runs out. (Auto-Boost subscriptions are the one product that does renew from your Wallet, and only if you switch it on — see section 17.2.)

• renewing the tier you already hold adds the new term on top of your remaining time, so renewing early never costs you a day;
• a lower tier cannot be bought while a higher one is active, and there is no mid-term downgrade;
• a membership without an expiry date cannot be extended or renewed, and buying a higher tier replaces it immediately and permanently, exactly like any other upgrade — it is not restored if the new tier later lapses, and it is never refunded; and
• when a membership lapses you keep your account, channels, Wallet balance, history and standing — only the ongoing benefits stop.

22.1 One-off and scoped add-ons

One-off add-ons are consumed on purchase and are not refundable. This includes priority listing review, category sponsorship, featured listing days, analytics export passes, and equivalent purchases. Where an add-on is charged but cannot be applied, the charge is reversed as described in the relevant section above.

Subscriber Exchange Priority Review is the exception, and section 20.1 governs it. It is charged as part of one campaign's single delivery charge rather than separately, so wherever that charge comes back it comes back whole: a campaign declined in review, or cancelled before any placement has run, is refunded in full including the Priority Review fee. Once a placement has been delivered, nothing comes back — the Priority Review fee included.

Some add-ons are scoped to the plan tier in force when you buy them. A scoped add-on applies only while that tier is your effective tier: it stops applying when you upgrade, and when your membership lapses, and it comes back only if you hold that tier again. Scoped add-ons are not refunded, prorated or transferred between tiers.

22.2 Plan allowances are benefits, not balances

Metered benefits included with a plan — AI actions, and the AI support-chat allowance — are usage rights, not balances. Unused allowance does not carry over, has no cash value, and is never refunded, in money or in credit, whether it went unused, the plan lapsed, or the allowance figure changed.

• the AI support-chat allowance is metered in messages, over a rolling 30-day cycle that starts from your own first message — not in conversations and not by the calendar month. Both sides of an exchange count, so an ordinary question and answer uses two. The Free plan has a fixed allowance; paid plans are unlimited; and
• support itself is not a paid feature. The email route to a human stays open on every plan, including when an AI allowance is spent.

22.3 Tiers you did not buy

A tier granted administratively, promotionally, for testing, or earned through a programme such as referrals, involves no payment. It carries no refund or continuation rights and may be modified or withdrawn at any time. Buying a paid tier replaces any earned status on the account; when the paid term ends, earned status is not automatically restored, and its interruption is not compensated.

23 Compensation, Awards and Rewards

Not every credit you receive is a refund. Some money we pay you is not the unwinding of a charge at all — it is a make-good, an award, or a reward. It is worth knowing which, because the rules are different and stricter.

What falls in this section:

• insurance make-goods and service credit — the service credit paid alongside a Verified Delivery Insurance refund. (The cross-promotion cover in section 21.3 is not in this section: it is money a partner owed you, and it lands withdrawable);
• forfeited counterparty stakes — a channel owner's good-faith deposit paid to you when their placement failed through their fault;
• rewards — campaign completion rewards, referral earnings (paid in Boost Credit on a referred member's settled deposits, section 16.4), and Delivery Floor make-goods; and
• goodwill credit we issue at our discretion.

Four further rules apply to everything in this section:

1. A fixed make-good is a fixed sum, not a measure of your loss. Where this Policy or the product names an amount, that amount is the whole of the remedy for that event, whatever the event actually cost you;
2. Rewards are discretionary and capped. They are not consideration for a service. We may set, change, cap or withdraw a reward rate at any time for future activity, and once a published cap is reached, further qualifying activity in that period earns nothing;
3. We may withhold, reduce or reverse any of it where the activity that earned it is reversed, refunded or charged back, where it was obtained through abuse or multiple accounts, or where the underlying campaign or order is found to have been fabricated or gamed (section 30); and
4. Receiving it once creates no entitlement to receive it again (section 4.4).

24 Penalties, Standing and What They Cost You

Reliability is not only a score on a page. It has money consequences, and we would rather set them out here than let anybody discover them in an invoice.

Where a penalty is applied automatically by one of our checks, we tell you and you may ask us to review it within 30 days. Where our review finds the flag was mistaken on our records, we remove it and restore the score, and where that same flag forfeited a good-faith deposit under section 19.5 we restore the deposit and recover the corresponding amount under section 28.2. Restoring the score is the whole of the remedy: commission already charged at the higher rate, and allowances already throttled, are not refunded or reinstated. Appeals are made through the support desk on the website; a button in Telegram that offers to open an appeal opens that page and nothing more (section 38).

Where a placement fails through your fault as a channel owner, your good-faith deposit is forfeited to the advertiser in full, per order, and is not reduced by partial delivery (section 19.7). A suspension does not forfeit your Wallet balance, but orders in flight may be cancelled and refunded to the counterparty.

Two penalties are also money events, and they are the only ones that can leave you owing the platform: unpinning a paid pin early (section 19.8) and breaking a cross-promotion on which you declared cover (section 21.3). Each is settled from money we already hold where we can, and from your Wallet where we cannot — even where that takes it below zero. Section 28.4 sets out what a negative balance means. Cancelling a booking before it is posted is not a penalty of any kind: it is a full refund and nobody's score moves (section 18.2). Every published penalty and its amount is in Terms section 15.7.

25 Withdrawals Are Not Refunds

People often ask for a refund when they want a withdrawal. They are different things: a refund unwinds a specific payment or purchase; a withdrawal moves your own earned balance out of the platform. If you simply want your earnings paid to you, you want a withdrawal, and this Policy does not apply to it.

• only your Withdrawable Balance can be withdrawn, above a $5 minimum;
• a service fee set by your plan is deducted from the gross — currently 15% on Free, 12% on Lite, 10% on Plus, 8% on Elite, 6% on Master and 5% on Ultimate — and your plan sets how many requests you may make per calendar month. The fee and the allowance that apply are the ones in force when you submit; they are fixed onto that request and are not repriced afterwards;
• the gross is held from your balance immediately when you request;
• every withdrawal passes a manual review and may be rejected. A rejected request returns the full gross — including the service fee — to your Wallet, and does not count against your monthly allowance. The fee is only ever charged on a withdrawal that is actually paid. Where that return cannot be applied automatically we credit it manually, which takes a little longer;
• payouts may be held or refused while identity verification is outstanding, while a concern is under review, while an external refund request of yours is open, or where we reasonably suspect fraud. An amount frozen by a refund request is not available for withdrawal; and
• we send payouts by hand. A request marked paid means we have sent it to the destination you gave us; settlement time is set by that bank, provider or network, and a payout cannot be reversed once sent.

26 What Is Never Refundable

Collected in one place, so nothing here can be a surprise:

• The deposit fee on a top-up. It paid for a service that was completed when your top-up credited;
• Any top-up outside its refund window, and any top-up where anything at all has been spent from your Wallet since it credited;
• Services already delivered or completed as ordered, and units already delivered on a partly-completed order;
• Placements that have gone live, except through the concern, guarantee and insurance routes in section 19;
• Memberships — including the forfeited remainder of a tier replaced by an upgrade, and a lifetime membership replaced by one — and one-off add-ons once consumed;
• Cross-promotion purchases of every kind once bought, including where the campaign is later cancelled by you or by your partner (section 21);
• Unspent Auto-Boost budget on a rule you let expire rather than cancelled (section 17.1);
• Unused plan allowances — AI actions and AI support-chat messages included with a plan — and any allowance throttled or withdrawn because of your account's standing;
• A discount code consumed by an order that was later refunded;
• An automatic credit that never landed and was not reported to us within 90 days of the charge (section 13.4);
• Exchange Credits on a placement removed before its term ended, which are never earned in the first place;
• Promotional, bonus, compensation and goodwill credit of every kind — deposit bonuses, Boost Credit, Exchange Credits, insurance make-goods and service credit, rewards and forfeited stakes. Unless we state otherwise when we issue it, all of it has no cash value, is never refundable in money, and is not paid out when an account closes (section 23); and
• Wallet balance generally. It is spendable, not cashable. Ordinarily the only two routes by which money leaves this platform are an approved top-up refund (sections 6–12) and a withdrawal of earned, withdrawable balance (section 25); sections 28.3, 30.3 and 31.2 set out the narrow cases in which we return a payment to its source ourselves. A balance below zero is a debt, and section 28.4 governs it.

Nothing in this section limits any right you have under applicable law that cannot be excluded.

27 Payments That Go Wrong

These are not refund requests, and they are not handled by the process in sections 6–12.

27.1 A payment that never completed

A failed, cancelled or expired payment credits nothing to your Wallet. Every payment is verified directly with the provider before any credit is applied, and each payment is credited exactly once — a duplicate notification, a retry, or returning to the site again cannot double-credit you.

Where the provider reports a terminal failure or expiry, you are notified. A card or UPI attempt you simply abandon before completing is different: it never reaches a final state at all, so nothing is charged and no notice is sent — it just lapses. If you are unsure whether a payment went through, check your wallet Activity: if there is no credit, there was no completed payment.

Adding funds twice creates two independent top-ups, each with its own window and each needing its own request. Because intactness is measured across your whole Wallet (section 7), a single spend after the later credit ends eligibility for both. There is no special route for an accidental duplicate.

27.2 Cryptocurrency, specifically

• an invoice credits only when the full amount confirms on the network. An underpaid invoice is not credited — this most often happens when your wallet or exchange deducts its own network fee from the amount you entered, so send exactly what the checkout asks for;
• an overpaid invoice credits the invoiced amount only. Anything you send beyond it is not credited to your Wallet and is not automatically returned — contact support with your transaction hash and we will review it;
• invoices expire. Paying an expired invoice does not credit automatically; contact support with your reference and transaction hash; and
• sending on the wrong network, or sending a different coin, can lose the funds permanently. Neither we nor the processor can reverse or recover it.

27.3 If money left your account and nothing arrived

Payments reconcile automatically once the provider confirms them. If nothing has appeared within a few hours, contact us with the date, the amount and any reference, and we will trace it with the provider. Where a charge was taken and no credit was ever applied, we will put it right — that is not a refund of a credited top-up, so the deductions in section 9 do not apply to it.

The same applies if a provider ever collects more than the total we quoted. That is an error on our side or the provider's, not a top-up refund: contact us with the charge details and we will reconcile the difference under this section.

If you believe a payment was made without your authorisation, email [email protected] immediately so we can investigate.

28 Mistakes, Corrections and Recovery

28.1 Mistakes, in either direction

Where we credit your Wallet in error — a duplicate credit, a wrong amount, a credit meant for someone else, a refund of an order that was in fact delivered — we may reverse it when we discover it, whether or not it has been spent. An error credit is not a gift, and spending one is not acceptance of it: no refund route in this Policy applies to money that was never owed to you.

Where we short-change you — a credit that should have landed and did not, or landed light — we add the missing amount when we discover it, or when you show it to us, and it lands with its ordinary character (a mis-credited top-up lands as a top-up would have).

Some of our checks are built to fail open rather than block your money when part of our systems is briefly unavailable. Where a payment, credit, hold or refund was applied while a check was unavailable, we may correct it afterwards — including by reversing a credit or re-applying a hold — and we will tell you when we do.

28.2 How we recover

Where an amount is recoverable from you under this Policy or the Terms, we may take it from your Wallet — from your Withdrawable Balance first and then from your Locked Balance — and we may set it off against anything else we hold for you, including a pending payout. We recover only up to the balance available; any remaining shortfall stays repayable by you, and we may pursue it outside the platform.

Recovery from a counterparty is our problem, not yours: where this Policy says you are refunded, your refund does not depend on us successfully recovering the money from anyone else.

28.3 Orders that bind us are obeyed, and are not precedent

28.4 A negative balance is a debt

An ordinary purchase can never overdraw your Wallet — a spend the balance cannot cover simply fails. Two settlements can, because they are money you owe another member: the cross-promotion cover you declared and locked (section 21.3), and the pin charge on a pin you unpinned early where the payout in escrow was too small to cover it (section 19.8). Either lands whether or not the money is there. Your account is in debt exactly when its balance is below zero; there is no second number, and the amount owed is the negative balance. The entry in your Wallet names which of the two it came from.

A debt is not recovered by us under 28.2 — it recovers itself, from whatever lands next — and it is not a chargeable fee: nothing is added to it for the time it stands. Where the penalty that created it is overturned under section 24, the amount is credited back and the debt shrinks or clears with it. Every account that has ever been put into debt carries a permanent debt strike on our records, cleared only by a person; on its own it changes nothing about what you can do.

29 Chargebacks, and One Recovery Per Loss

29.1 You cannot be made whole twice

One recovery per loss. Opening a chargeback or a provider dispute over a payment suspends every refund request and internal refund connected with that payment until the chargeback is finally decided. If the chargeback returns the money, the platform-side request is closed, and any refund, make-good or credit already given for the same loss is reversed under section 28.2.

The same applies in every combination — an internal refund plus an external request, an upheld concern plus a chargeback, an insurance make-good plus anything else. Whichever route pays first is the remedy; the others close.

29.2 What we may do

We may withhold, reverse, hold or recover a payment, a payout or a balance where we reasonably suspect fraud, where a chargeback or payment reversal is initiated, where an amount was credited in error, or where you breach the Terms. If your balance goes negative as a result of a reversal or a correction, you must repay the shortfall, and section 28.2 governs how we recover it.

30 Misuse of This Policy

Almost everyone uses these routes honestly. This section is for the people who do not, and it exists so that dealing with them is a published rule rather than an improvisation.

30.1 Requests that cannot succeed

Section 11.2 lets you ask again after a decline, and we mean it — but the door is for genuine requests. Where an account repeatedly submits requests that are manifestly ineligible on their face — outside the window, on a spent top-up, or restating a request already declined on the same facts with nothing new — we may limit how many requests it can open, decline the repeats summarily with a stated reason, and treat the pattern as misuse of the Services under the Terms. The same applies to repeated concerns raised on the same booking after one has been rejected. We do not charge a fee for a refund request, including a declined one.

30.2 Promotional credit obtained by abuse is void

Deposit bonuses, Boost Credit, Exchange Credits, referral commission, completion rewards and every other promotional or goodwill credit are offered once per person, on the published conditions, in good faith. Where credit was obtained or multiplied through multiple accounts, self-referral, recycled deposits, fabricated campaigns, automation or any other abuse of an offer's intent, we may void the credit, reverse what was bought with it, recover any resulting payout, and close the accounts involved. Voided credit was never yours, and no refund route in this Policy applies to it.

30.3 The platform is not a money-transfer service

We may, at our own initiative, cancel a credited top-up and return the payment to its source where we reasonably suspect the platform is being used to move money rather than to buy services. The deposit-and-refund cycle is not a remittance rail, and using it as one is a breach of the Terms as well as a matter we may be obliged to report.

31 Whose Account, and Whose Money

31.1 We act on the account holder's instructions alone

An Account belongs to its holder. A top-up made with someone else's card, UPI ID or crypto wallet is still a top-up to the account it credited: any refund of it goes back to the original payment instrument under section 10 — which is exactly where a third party's money returns to — and we owe the instrument's owner nothing beyond that. "A friend paid for me", "I paid for a friend" and "someone used my card" change none of the routes in this Policy; a claim that a payment was unauthorised is handled under section 27.3 and with your payment provider, not as a refund request.

31.2 Minors

Our Services are for adults: you must be at least 18 to hold an Account, as the Terms provide. If we learn an account belongs to a minor we will close it. On a verified claim by a parent or guardian we will return the account's unspent top-up money to the original payment method; services already delivered, and promotional credit of every kind, are not returned, to the fullest extent the law allows. Nothing in this clause limits a minor's or a guardian's rights under applicable law that cannot be excluded.

31.3 Death or incapacity

Where an account holder dies or loses capacity, their legal heir or authorised representative may write to [email protected] with proof of the death or incapacity and of their own authority — a death certificate together with a succession certificate, probate, letters of administration, or a guardianship order or registered power of attorney in the case of incapacity. We may require further evidence, an indemnity and a discharge before paying, and we do not pay on an affidavit alone. On verification we close the account and pay its Withdrawable Balance to the estate or representative, net of the ordinary withdrawal fee, on the timeline in section 25. Locked Balance and promotional credit are extinguished on closure exactly as section 33 provides; closure by an estate does not reopen any refund window; and until authority is verified we act on nobody's instructions.

31.4 Dormant accounts

A Wallet balance does not expire, and inactivity alone forfeits nothing — however long you are away, your balance is where you left it. Where we close an account for prolonged inactivity under the Terms, we give the notice the Terms require first, and that notice is your opportunity to withdraw any Withdrawable Balance; on closure, section 33 then applies as it does to any other closure. Dormancy does not reopen a refund window, and time away does not convert Locked Balance into cash.

31.5 Sanctions and financial-crime law come first

We will not process a top-up, a refund, a payout or a withdrawal where doing so would breach sanctions, anti-money-laundering or other financial-crime law that applies to us or to a payment provider — including where an account holder, a payer, a destination account or a crypto address is subject to sanctions. An amount we cannot lawfully pay is held, not forfeited, and is paid when and as the law allows; where the law instead requires us to block, freeze or surrender funds, we will, and that is not a breach of this Policy.

31.6 Requests from a suspended account

While an account is suspended or under review, an external refund request may be held until the review concludes, or declined where the Terms permit — the same treatment section 33 gives payouts and withdrawals. A request validly submitted before the suspension is decided on its merits once the review ends, with its freeze in place throughout; the suspension itself does not extend the window for any other top-up.

31.7 Test accounts and our own team

An account we flag for testing — ours, or one we enable for you — can carry balances, orders and credits that exist to exercise the product, not to hold value. Test balances and test transactions have no cash value, are not owed to anyone, may be reset or removed at any time, and sit outside this Policy entirely.

Our employees and contractors may hold ordinary accounts. Those accounts receive no refund treatment this Policy does not give you — it applies to them exactly as written — and nothing a team member does on a personal account varies this Policy for anyone (section 4.2).

32 Events Beyond Our Control

32.1 Force majeure

Where something outside our reasonable control prevents or delays us performing under this Policy — a natural disaster, war or civil unrest, a government or regulatory order, an internet, power or infrastructure failure, a strike, an epidemic, or a failure of Telegram, a bank, a payment provider or a blockchain network — our timelines are suspended for as long as the event lasts, and the delay is not a breach.

The event changes when money moves, never whether it is owed: an approved refund remains owed, a frozen amount stays yours and stays frozen, and every obligation resumes when the event passes.

32.2 If we are the reason you could not ask, the clock stops

32.3 If a payment provider fails

An approved external refund is owed by us, not by the provider that happens to carry it. Where the provider or rail that took your payment cannot process the refund — an insolvency, a licence suspension, a frozen settlement account or a withdrawn service — we hold the approved amount for you and pay it as soon as a lawful route exists, which may be an alternative provider on the same rail paying the same payer. The timelines in section 12 are suspended while no lawful route exists. A provider's failure never converts an external refund into Wallet credit, and never extinguishes what we owe.

32.4 Telegram is not ours

Where Telegram restricts, suspends or deletes your channel, group or account, that is between you and Telegram: it entitles you to nothing beyond the automatic routes this Policy already provides — an undelivered order refunds under its own section, exactly as for any other failure, and a delivered one stays delivered.

Where Telegram action against our bot or our platform prevents a paid service being delivered, the undelivered portion is refunded to your Wallet under the relevant product section, as an internal refund like every other service refund. Platform-level disruption is not a route to an external refund and does not reopen a refund window that has closed.

33 Suspension, Closure and Your Balance

• account closure is carried out by us on your request — write to [email protected] — so there is time to raise anything outstanding before it happens;
• Sections 31.2 and 31.3 set out the two cases in which a closure does return money: a verified minor's unspent top-ups, and a deceased or incapacitated holder's Withdrawable Balance;
• suspension does not entitle you to a refund of an unexpired membership or of amounts already spent; and
• where an account is suspended or under review, payouts and withdrawals may be held until the review concludes, as Terms section 24 provides, and section 31.6 covers refund requests.

34 Changes to Fees, Windows and Limits

We may change fees, percentages, floors, bonuses, minimums, maximums, windows and limits, and those changes apply going forward.

We aim to update this page whenever a published figure changes, and the date at the top records the last change we made to it. Where this page and the figure shown to you in the product differ, the product governs (section 1.2). Material changes carry the notice described in Terms section 25.

35 Additional Refund Terms

From time to time we publish further refund terms under this section — when a new product ships, when a payment provider changes a rule, when a promotion needs its own conditions, or when a pattern of misuse needs an express answer. They appear below, each showing the date it was added.

Any Additional Refund Terms in force are shown here. If you want the position confirmed in writing before you pay, write to [email protected] and we will send you the current list.

36 Your Rights, Complaints and Escalation

Nothing in this Policy limits or excludes any right you have under applicable law that cannot be excluded, including your rights as a consumer under the Consumer Protection Act 2019.

• Raise it with us first. Write to [email protected] or use the contact form with the reference, the date, the amount and the outcome you are looking for;
• Grievances are acknowledged within 24 hours and disposed of within 15 days, as Privacy Policy section 24 sets out. "Disposed of" means we give you a substantive answer — which may be that a refund is approved and will be paid on the timeline in section 12. It does not shorten the review and payout periods there. Data and privacy grievances go to [email protected];
• before either of us starts formal proceedings, both sides attempt in good faith to resolve the matter within 30 days; and
• this Policy is governed by the laws of India, and the competent courts in India have exclusive jurisdiction, subject to Terms section 27.5 and to any non-waivable consumer rights you hold.

Where a dispute is between you and another member, our decision is final only as to how we handle the funds we are holding. It is an operational decision, not an arbitration award, and it does not determine either party's legal rights against the other.

37 Onflow Ads IDs

Every record this Policy talks about carries an Onflow Ads ID — a short reference of the form OFR-204-7831, assigned by us the moment the record is created (the last group may be longer on high-volume records). A refund question that quotes the right ID is answered from the record itself. A question without one is answered by matching an amount against a payment history, which is slower and can be wrong.

37.1 The IDs a refund involves

Four references sit around a single refund, and they name four different things.

• OFD-… — the top-up. The deposit itself: what credited, the rail it came in on, the fee added on top under section 5, and the moment it landed. This is the record an external refund is measured against;
• OFI-… — the invoice raised for that top-up, which is the amount the payment provider was asked to collect. It sits alongside the OFD-…, and it is the one to quote when money left your bank, card or wallet but nothing credited here — section 27;
• OFR-… — the refund request. Issued when you submit a request from the Refunds tab, and the reference for it from then on: while the amount is frozen under section 8, while we decide under section 11, and after the money is sent under section 12; and
• OFT-… — one movement of money in your Wallet. Every Wallet credit and debit has one, including the two this Policy creates: the debit that pays an approved external refund out, and the credit that lands an internal refund back under section 13. A hold or a freeze has none, because neither moves anything — see section 15.

Movements of Boost Credit are not Wallet movements and carry their own reference (OFBT-…); some older receipts show these as OFT-…, and those still resolve. Orders, campaigns, plans, add-ons and support tickets carry their own IDs on the same pattern. Whichever thing your question is actually about, that is the ID to quote.

37.2 Quoting one is what makes an enquiry fast

Write to us with the ID and we open the exact record — what you paid, what credited, what was deducted under section 9, what was sent and when. Without one we are guessing at which payment you mean, and two top-ups of the same size on the same day are indistinguishable to us, so we have to come back and ask before we can do anything.

If you do not have the ID to hand, send the date, the amount, the rail and whatever reference the payment provider gave you. We will find the record, act on it, and tell you its ID so the rest of the conversation has one.

37.3 An ID names a record; it does not create a claim

An ID is a label, not an entitlement. Holding or quoting one does not make a refund payable, does not reopen a window that has closed, does not overturn a decision, and does not by itself prove that a payment was made or that it was yours. An OFR-… exists from the moment you ask — including on requests we decline under section 11 — so having one means your request was recorded, not that it succeeded. Whether money comes back is decided by the rest of this Policy and by nothing else.

An ID is a reference we keep in order to run the Services and to answer questions about them. It is not property, it is not transferable on its own, and it has no value apart from the record it names. Where a record is merged or a reference has to be withdrawn we may issue a new ID for it, and the old one keeps resolving to the same record, so a receipt or an email you kept still finds the right thing when you quote it back to us.