Refund and Cancellation Policy

1 About this Policy

This Refund and Cancellation Policy (the "Refund Policy") explains when money you paid comes back to you, in what form, how quickly and where it lands. It forms part of the agreement described in the Terms of Service.

1.1 Where the money lives

The Bot never takes, holds or pays out money. Every payment and every refund is handled on the Website, and the same Wallet appears wherever you sign in. Nobody on Telegram, or on any other platform, can take a payment or process a refund for us (Terms section 11; Terms section 34.3).

1.2 Figures are current settings; the product is the authority

Fees, percentages, windows and limits printed here are the settings in force when you read them. Where the product shows a different figure when you act, the figure shown in the product applies to that transaction (Terms section 1.4).

Nothing in this Refund Policy limits any right you have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or any other law that cannot be excluded by agreement (Terms section 21.3 and section 27.5).

2 Definitions

Capitalised words have the meanings given in Terms section 2, including Wallet, Locked Balance, Withdrawable Balance, Holding Period, Onflow Credit, Promotional Credit, Top-up, Credited Amount, Amount Charged, Deposit Fee, Payment Method, External Refund, Internal Refund, Freeze, Hold, Escrow, Debt, Compensation, Concern, Under Review and Business Day.

3 The two kinds of refund

Apart from the returns in sections 27, 31.2, 33 and 34 and any refund the law requires, money you add can leave the platform only through an External Refund. A Withdrawal of earnings is not a refund (section 25). A refund of unused Onflow AI context (section 22.6) is an Internal Refund.

4 What binds us, and what does not

4.1 The English text governs

The English text of this Refund Policy governs; a translation is for convenience only. Summaries, the Guide, help articles, marketing pages and support answers explain this Refund Policy but are not part of it.

4.2 No conversation varies this Refund Policy

No statement in a chat or an email, whether by our staff, the Support Assistant, the Bot or anyone else, varies this Refund Policy, waives a condition, extends a window or creates a right to a refund. Only the product's own actions and our written confirmation of a decision on your case bind us (Terms section 10.7). If the Support Assistant says a Top-up appears to qualify, that is information, not a decision. A cancellation you confirm through the Support Assistant has the same effect as one you make in the product yourself. The Support Assistant never makes, approves or pays a refund request.

4.3 Which version applies

This version applies as Terms section 1.6 describes: to everyone from 26 October 2026. Version 3.5 applied from 20 October 2026 to anyone who first accepted it on or after that date, and from 21 October 2026, when it took effect, to everyone else. A transaction is governed by the version that applied to you when it took place. Earlier versions are no longer published on the Website; if you ask us, we send you a copy of the version that applied to you. Material changes take effect only after the notice described in Terms section 25. If you do not agree to a material change, Terms section 25.3 explains how to leave.

4.4 A concession once is not a rule

If we do something this Refund Policy does not require, we do it for that case only. It creates no right in a later case and waives no term (Terms section 28.3).

5 What you are charged when you add funds

5.1 Top-up pricing is additive

You choose the Credited Amount, which is what your Wallet receives before any bonus. The Deposit Fee and any processing charge are added on top, and the Amount Charged is shown before you pay. Where offered at checkout, you can pay by UPI or card, billed in Indian rupees, or by cryptocurrency, billed in US dollars.

The Deposit Fee is a percentage of the Credited Amount, set by the Plan your Account currently holds, including a Plan we granted to you, as shown before you pay:

For UPI and card, the exchange rate is fixed on your order when you start the payment and is shown before you pay. If we cannot obtain a current rate, we will not start the payment.

5.2 Deposit bonuses

Where a deposit bonus is offered, it is shown before you pay, and only one bonus level applies to a Top-up. A Wallet bonus is fixed when you start the payment and is credited as Locked Balance. An Onflow Credit bonus is decided when the payment completes. Both are taken back if the Top-up is refunded (section 9.3).

5.3 Taxes

Prices are shown inclusive of any tax we are required to charge. Where a tax applies, we show it at checkout and on the receipt. Our receipts are not tax invoices unless they say so. You are responsible for your own taxes. Where the law requires us to deduct, collect or withhold tax, we do so, and the amount is treated as paid to you (Terms section 12.7).

5.4 The Deposit Fee is not refunded

The Deposit Fee is the charge for accepting and processing your Top-up, a service performed when the Top-up is credited. It is not refunded, including on an External Refund, except where a payment never reached your Wallet (section 27.3), or where we find, or a competent authority decides, that a refund is due because of our own failure or error.

6 Top-up refunds: when you can ask

You may request an External Refund of a Top-up only if, when you ask:

1. the Top-up has been credited to your Wallet;
2. no more than 12 hours have passed since the credit shown in your Activity;
3. no earlier request has been made on that Top-up; and
4. the Top-up is intact (section 7).

For cryptocurrency, the window runs from the credit, which follows confirmation of the payment. The window is extended only under section 32.2 or section 11.3. It is an in-platform route and does not limit any legal right you have (section 36).

6.1 How to ask

Except under section 11.3 and section 32.2, a request can be made only from the Refunds tab of your Wallet, which shows the deductions and the amount you would receive before you submit. Otherwise, a message to the Support Assistant, an email or a message through the Bot is not a request under this Refund Policy.

6.2 One request at a time, and fair use

A Top-up can have one open request at a time. We limit how often requests can be made, and the product tells you when you reach a limit.

7 The intactness condition

A Top-up is intact only if nothing was spent from your Wallet between its credit and your request. Automatic charges you set up count as spending. Two things do not count as spending: money held for a withdrawal you requested, and the removal of a different top-up that we refunded to you.

7.1 Your balance must still cover the Top-up

Your Locked Balance must still be at least the Credited Amount, and your Wallet must cover the whole Freeze in section 8. A Top-up cannot be refunded in part.

7.2 Checked again before money moves

We check again before any money moves. While your request's freeze is in place you may keep using the rest of your balance; if you ask us to lift the freeze early, any later spend ends the request.

8 The freeze on a requested amount

When you submit a request, a Freeze sets aside the Credited Amount and any Wallet bonus that Top-up earned. The frozen money stays on your balance and remains yours, but spending and Withdrawals must leave it untouched. The Freeze ends when we decide the request (section 11) or release it at your request. Nothing lifts a freeze automatically, and no time limit ends it.

9 What we retain and what you receive

The deductions recover the costs of handling your request and sending the payment back. They are fixed on your request when you make it, except the network fee in section 9.1, and your exact breakdown is shown in the Refunds tab before you submit.

9.1 How the deductions are applied

1. A platform fee of 18% of the Credited Amount, to recover the costs of handling your request and returning the payment.
2. Then a processing charge on what remains: for UPI and card, 2%; for cryptocurrency, 1% plus the network fee for sending it, subject to a minimum of 3% of what remains. The network fee is the one in force when we decide; the estimate shown when you ask may differ.

Together these deductions are our reasonable estimate of the costs a refund causes us; they are not a penalty. Where we find, or a competent authority decides, that a refund is due because of our own failure or error, we also return the platform fee to you. These deductions never reduce a refund the law requires us to make in full.

9.2 If nothing would be left

If the deductions would leave nothing to pay, the request is refused before anything is frozen.

9.3 Bonuses come back out

On approval, the Credited Amount and any Wallet bonus the Top-up earned are removed from your Wallet, and any Onflow Credit bonus is removed from your Onflow Credit, never below zero. A refunded deposit no longer counts towards any referral reward, and a referral reward paid to another Member on it is reversed.

9.4 Charges on your side are yours

Charges made by your own bank, card issuer, payment app or cryptocurrency wallet for receiving the refund are yours.

9.5 Currency

UPI and card refunds are paid in Indian rupees, at the exchange rate fixed on the original Top-up. What you receive can differ from what you paid because of the Deposit Fee, the deductions and your bank's handling.

10 Where a top-up refund is sent

A UPI or card refund goes back to the method you paid with, in Indian rupees, and to no one else except as section 31.1 provides. A cryptocurrency refund goes to a new address you give in your request, for the coin and network shown in the Refunds tab; the address cannot be changed after you submit, and a refund sent to an address you entered wrongly cannot be recovered by us or any payment provider. Once a refund is approved we send it and record the payment reference, which you can see in your refund history.

11 How we decide

11.1 A person decides

A person reviews every request. A decline is never recorded without a stated reason, shown in the notice you receive and in your refund history. A request also ends if, when we come to pay it, the Top-up is no longer intact under section 7. The time limit in section 6 is judged when you ask, not when we decide.

11.2 Asking again

A decided request cannot be made again on the same Top-up, except under section 11.3.

11.3 A decline for a mistake you can fix

If we decline because of a mistake you can correct, such as an address in the wrong form, write to us with the corrected detail within 48 hours of the decline, quoting the request's ID. We then look again without the time passed counting against your window, provided the Top-up is still intact. This window is an in-platform route and does not affect any legal right you have.

11.4 If you think we got it wrong

Write to us (section 38), quoting the request's ID (section 37). Your rights under section 36 are unaffected.

11.5 When we will not pay yet

We will not pay a top-up refund:

1. while a chargeback or other payment dispute about the same payment is open; if your bank has already returned the money we remove the credit instead;
2. while your Account is Under Review (section 31.6); or
3. while payouts are paused across the platform. Requests keep their place and their Freeze, and are decided when payouts resume.

12 Timelines

We aim to decide each request within 5 business days, and to send an approved refund within 7 to 14 business days, counted from approval. The time your bank or the network then takes is outside our control. These are targets; in any event we decide each request, and send an approved refund, within 30 days of your request, except while section 11.5 applies, and within any shorter period the law requires.

13 Internal refunds: how they work

13.1 They happen without you asking

Internal Refunds are applied automatically where sections 16 to 22 provide for them, including the return of an outside-links fee (section 22.2), except a Concern (section 19.1), a refund of Onflow AI context, which is made when you ask for it in your Wallet or when our team decides it (section 22.6), and money moved by a Decision, which is reconsidered through an Appeal (section 24).

13.2 How quickly

A refund that follows something you did is applied at once. One that follows an event we detect is applied automatically; you do not need to ask.

13.3 What comes back

An Internal Refund returns the amount the relevant section provides, without deductions, to the balances described in section 14; for part of a purchase, in proportion to the part not delivered.

13.4 If an automatic credit does not land

Please tell us as soon as you notice, and ideally within 90 days, quoting the order reference; the sooner you tell us, the more reliably we can reconstruct and correct it. Telling us later does not take away any right you have; the claim is decided on the evidence then available.

14 Where a refund lands

14.1 The rule

An Internal Refund returns to the balances that paid, in the proportions they paid: Onflow Credit to Onflow Credit and Locked Balance to Locked Balance. A refund of a Pulse poll, a Brand Lift study or a paid Syndicate licence returns each part to the balance that paid that part (section 17.8). A refund never converts Locked Balance or Promotional Credit into Withdrawable Balance (Terms section 12.1).

14.2 Paid Promotions refunds are Locked Balance

Every Paid Promotions refund to an Advertiser is Locked Balance, whatever paid for the booking. This is an exception to section 14.1, and you agree to it when you book.

The Wallet part of a refund of Onflow AI context is Locked Balance too: section 22.6.

14.3 What returns as Withdrawable Balance

Only these return as Withdrawable Balance:

1. the full amount of a Withdrawal we rejected, including its fee;
2. the part of a released auction bid hold that came from your Withdrawable Balance;
3. a good-faith deposit returned to a Channel Owner; and
4. the share of Campaign Insurance cover your partner paid from their own earnings (section 21.3).

Earnings, including that share of cover, become withdrawable only after the Holding Period shown in your Wallet, and can be spent on the Services meanwhile.

14.4 Money credited to you that is not a refund

Compensation is credited as Locked Balance or Onflow Credit and is never withdrawable, except Campaign Insurance cover, which lands as section 21.3 provides.

14.5 A refund decided before it is paid

A refund decided before the money is due to move, such as the pin remedy in section 19.8, lands within the period shown on the booking.

15 Holds, freezes and escrow

16 Onflow Credit

Terms section 30 sets out what Onflow Credit is, how you receive it and what it can pay for.

16.1 Refunds of purchases paid with Onflow Credit

When a purchase paid wholly or partly with Onflow Credit is refunded in whole or in part, the refund is split in the proportions you paid: the Onflow Credit part returns as Onflow Credit and the Wallet part returns to the balances it came from (section 14). A Pulse poll, a Brand Lift study and a paid Syndicate licence follow section 17.8 instead, because Onflow Credit may pay only our own part of them.

16.2 No refund in money

Onflow Credit is not refunded, paid out or exchanged for money, including on an External Refund, when an Account closes (section 33) or when a service is discontinued.

16.3 Reversals

Onflow Credit paid on a Top-up, such as a deposit bonus or a referral reward, is reversed if that Top-up is refunded (section 9.3). Credit obtained by abuse or granted in error is reversed under section 30.2. A reversal takes only the Onflow Credit that remains, never goes below zero and never creates a Debt.

17 Research and trust features

17.1 How these refunds work

These rules apply if you use Onflow Verified, Brand Safety Shield, Syndicate, Pulse or Brand Lift (Terms section 6). A refund under this section is an Internal Refund, made automatically and split in the proportions you paid: the Onflow Credit part as Onflow Credit and the Wallet part to the balances it came from (section 14 and section 16), except that a refund of a Pulse poll, a Brand Lift study or a paid Syndicate licence follows section 17.8.

17.2 Verified audit reports

If we cannot produce an audit report you paid for, its price is refunded in full, and a report taken from your Plan's allowance is not counted against it. A report that was produced is not refunded because you disagree with the score; you may appeal the score instead (Terms section 6.2).

17.3 Brand Safety scans and pauses

If a scan you paid for fails to run, it is refunded in full. A completed scan is not refunded because of its verdict; you may appeal the verdict. If Shield pauses your placement during its run (Terms section 6.3), the share of the placement's time that was not served is refunded to you as a make-good, as Locked Balance.

17.4 Syndicate licences

A paid licence is charged when the host requests it (Terms section 6.4). Onflow Credit may pay only our fee on it; the licensor's share is paid from the host's Wallet, and each refund returns to its balance as section 17.8 provides. The host's payment is refunded in full if the source owner declines the request, if the request expires unanswered, if we cancel the licence before the post is published, if the licensed post cannot be republished because the source post was deleted first, or if a copyright complaint about it is upheld. If the host removes the attribution line or deletes the post before the minimum period shown, the host is not refunded (Terms section 6.4).

After a licence's live window ends, the host may dispute the licensor's payout within 72 hours, with a reason and evidence. If a person decides to refund it, the host's payment is refunded in full; if they decide to split it, the part of the price not paid to the licensor is refunded at once. A dispute sent after its window has closed is refused. A host who released the payout early (Terms section 6.9) gave up disputes and refunds of the money released for that licence; only what we still hold, such as the part paid with Onflow Credit, can still be refunded. Our support team cannot reverse an early release.

17.5 Pulse polls

When you confirm a poll, you are charged the total shown for every host Channel invited: each host's fee plus our platform share on it (Terms section 6.5 and section 6.11). When the poll starts, the share for Channels that declined or did not accept in time is refunded. If the poll is cancelled before it is sent, it is refunded in full, and if we cancel a poll that is running, the share for every Channel where it has not completed is refunded. For each host Channel, what comes back depends on what happened there:

Each refund returns to its balance as section 17.8 provides. A poll that ran and closed is not refunded because of its results. A poll in your own Channel within your Plan's allowance is free, so nothing is refunded for it. A poll bought before these rules applied keeps the rules it was bought under: a host's whole share, our platform share included, is refunded if the host deletes your poll before it closes.

17.6 Brand Lift studies

If you cancel a study before its first round of polls is sent, it is refunded in full. If your campaign is cancelled before it runs, or its first post moves so early that the first round can no longer run, or the study cannot be completed for a reason on our side, the study fee is refunded. If a fault on our side means the study cannot produce its result, the study fee is refunded together with the host poll fees and our platform share for the polls that failed. A host's share of the poll fees is refunded as section 17.5 provides, and host poll fees the study did not use are refunded, at the latest when it ends. Otherwise, once the first round is sent, the study fee is not refunded, including when the result is inconclusive; the quote says so before you confirm.

17.7 Pulse payout disputes and early release

A host's fee is paid at the earliest 7 days after the poll completes in that Channel (Terms section 6.7). If you dispute it in time (Terms section 6.8) and a person decides to refund it, the host's fee for that Channel is refunded to you in full and we keep our platform share; if they decide to split it, the part of the host's fee not paid to the host is refunded to you at once and we keep our platform share. The Onflow Credit that paid a platform share we keep stays spent. For a poll bought before these rules applied, a refund decision means your payment for that Channel is refunded in full, and on a split the part not paid to the host is refunded to you at once. A dispute sent after its window has closed is refused, and nothing is refunded because of it.

If you released a host's fee early (Terms section 6.9), the money released is never refunded to you, for any reason, including a later breach by the host, a Brand Safety Shield pause or a Brand Lift wave that cannot be used, and no make-good is owed for that order. Only what we still hold for that order, such as the part you paid with Onflow Credit and our share, can still be refunded under section 17.5. Our support team cannot reverse an early release.

Each refund under this section is an Internal Refund under section 17.1, each part to the balance it came from.

17.8 Which balance a Pulse, Brand Lift or Syndicate refund returns to

Onflow Credit may pay only our own part of a Pulse poll, a Brand Lift study or a paid Syndicate licence: our platform share, the study fee, or our fee on the licence. A host's fee and a licensor's share are paid from your Wallet (Terms section 6.11). A refund returns each part to the balance it came from: a host's fee or a licensor's share to your Wallet, as section 14 provides; our platform share, the study fee or our licence fee to your Onflow Credit and your Wallet in the proportions you paid it. Where we keep our platform share (section 17.5), the Onflow Credit that paid it stays spent and is not returned. An early release (Terms section 6.9) releases only money paid from your Wallet, and that money is never refunded. A purchase made before these rules applied keeps the rules it was bought under.

18 Paid Promotions: cancelling, and non-delivery

A booking's charge is held in Escrow from checkout, in our ordinary business accounts; it is not segregated and is not held on trust (Terms section 7.2). Every refund to an Advertiser is Locked Balance: platform credit, never withdrawable as cash.

18.1 Full refunds, automatically

You receive a full refund automatically if the Channel Owner does not accept the booking within 24 hours of your request, or by the time the post is due to go live if sooner, or if the post is not published in the agreed slot after a short grace period. The outside-links fee, one for the whole checkout, is part of that refund once no booking from the same checkout can run any more; if any of them ran, it is kept (section 22.2).

18.2 Cancelling a booking yourself

On a cancellation before posting, everything you paid for that booking — our fee included — is returned. The outside-links fee is returned once no booking from the same checkout can run any more, and is kept if any of them ran (section 22.2).

18.3 Recurring placements

Each run is charged at that day's price, with the outside-links fee where its post links outside Telegram. A run that would exceed the per-run cap you set, which counts the placements and not the outside-links fee, is cancelled and refunded in full, that fee included. A rule that keeps failing is switched off.

18.4 Timing

Occasionally a refund takes a few minutes to appear. If it does not appear, tell us under section 13.4.

19 Paid Promotions: protections, guarantees and Concerns

19.1 Raising a Concern

An Advertiser may raise a Concern about a published Placement, with a reason and evidence, from publication until 72 hours after its run ends (Terms section 7.10). A Concern sent after that window has closed is refused, and nothing is refunded because of it. While it is open, the payout for that booking is held, and nothing else is: no Hold is placed on the Channel Owner's Wallet, their Account is not Under Review, and their other bookings, Withdrawals and new deals continue (Terms section 7.10). A booking can carry one Concern. Once it has been decided, a new one cannot be raised in the product; if something new happens, contact us. A person decides every Concern:

1. Upheld: the Advertiser is refunded the charge, less anything already refunded, and receives the Channel Owner's good-faith deposit, both as Locked Balance;
2. Split: the Channel Owner is paid the part a person decides, on the payout's release date, and the rest of the charge is refunded to the Advertiser at once as Locked Balance;
3. Rejected: the payout is released, never before its release time, the deposit is returned, and the Advertiser's standing may be affected (Terms section 15.7); or
4. Dismissed, where the evidence is inconclusive: no standing changes, the deposit is returned and the payout is released in the ordinary way.

A payout already released may be recovered from the Channel Owner under section 28.2. A target time for a decision, where a Plan includes one, is not a guarantee. A decision on a Concern settles how we deal with money we hold; it is not an arbitration award and does not decide the parties' legal rights against each other.

19.2 Releasing a payout early

Confirming a Placement does not release the payout. If you release a Channel Owner's payout early (Terms section 7.9), the money released is never refunded to you, for any reason, including a later breach by the Channel Owner, a Brand Safety Shield pause or a view shortfall, and no make-good, view-guarantee payment or Verified Delivery Insurance refund is owed for that booking. You can no longer raise a Concern about it. Only what we still hold for that booking, such as a retained part or the part for a pin still running, can still be refunded under this section. Our support team cannot reverse an early release.

19.3 Monitoring, and what a finding does

We check that delivered posts stay up as booked. A finding that a Placement was cut short is recorded against the side responsible; where responsibility is unclear, a person reviews it before anyone is penalised. Each Decision shows how and by when to appeal it (section 24).

19.4 The view guarantee

Where a listing's advertised reach meets the minimum shown in the product, an Advertiser may buy a view guarantee covering 80% of its advertised average views, for a premium of 15% of the charge. A shortfall is refunded in proportion, as Locked Balance, at our cost and not the Channel Owner's. The premium is kept if the guaranteed views are reached or a make-good is paid, and refunded if the run could not be measured or the booking was cancelled or refunded.

19.5 Verified Delivery Insurance

On the Plans that include it, Verified Delivery Insurance applies only to a failure our checks have confirmed, and only while the payment is still held. The Advertiser then receives automatically, without a Concern, the unrefunded part of the charge plus a service credit of 10% of that amount, both as Locked Balance, and the Channel Owner's good-faith deposit; the Channel Owner receives no payout. We may reverse the outcome if the Channel Owner shows our check was wrong. It is not insurance in any regulated sense, and we are not an insurer.

19.6 Auctions

A bid holds your funds at once, including the outside-links fee where its post links outside Telegram; that fee is taken only if the bid wins. If you are outbid, your bid is released at once in the form it was taken. If an instant-buy ends the auction early, your bid is returned automatically within the period shown on the auction. A host may cancel an auction with bids only until shortly before it closes, and every bidder is then refunded in full. A winning bid becomes a booking the Channel Owner must accept, and section 18 applies.

19.7 If you are a Channel Owner

19.7.1 On a booking of $50 or more, a good-faith deposit of 10%, up to $20, is taken from your Withdrawable Balance when you accept, including by auto-accept. It is returned to you as Withdrawable Balance unless the failure was yours, in which case it is paid to the Advertiser.

19.7.2 Your payout is released to your Wallet 7 days after the ad's run ends, or later if your reliability band is lower when it is paid, and never while a Concern is open (Terms section 7.2). It lands as earnings you can withdraw. No Plan releases it sooner, and you cannot pay a fee to release it early; only the Advertiser can release it early (Terms section 7.9).

19.7.3 On some bookings part of your payout is retained for the percentage and period shown on the booking (never released before the rest of the payout), and released to you if the booking's conditions are met.

19.7.4 As your total earnings grow we may require identity verification before releasing further payouts; the product shows what is needed and when. A held payout is never forfeited.

19.8 The pin

A paid pin is priced as shown before either side commits. If we confirm the post was unpinned early, the Advertiser is credited the pin charge as Locked Balance when the Campaign ends, and at the latest within the period shown on the booking. The Channel Owner owes the pin charge, taken from Escrow or, if that does not cover it, from their Wallet, even below zero (Terms section 7.15). Restoring the pin promptly may avoid the standing mark but returns no money (Terms section 7.15.2). The outcome can be reviewed and reversed (section 24).

20 Subscriber Exchange

20.1 When the charge comes back

If your ad is declined, or you cancel it before any placement has run, the charge for any delivery upgrade or Priority Review, the outside-links fee and the Exchange Credits spent are refunded in full to the balances they came from. The outside-links fee also comes back if the ad ends, or is stopped by us, before any placement runs (section 22.2). Once a placement has run, nothing is refunded. An upgrade that would exceed the ceiling for a cycle is refused and not charged. If a decline is overturned, the campaign returns at standard delivery, and the outside-links fee returned at the decline is charged again, at the figure first paid, because the ad now runs; it does not run until your wallet covers that fee, and the fee still comes back if no placement runs (section 22.2).

20.2 Exchange Credits

Exchange Credits have no cash value and are never refunded or paid out as money.

20.3 The Delivery Floor make-good

On plans that include a delivery floor, a shortfall in a completed cycle that was not caused by your own targeting is made good in Onflow Credit, up to the floor that applies to your Plan.

21 Cross-Promotion

21.1 Paid extras

Swaps are free, except the outside-links fee on a post that links outside Telegram, which is refunded under section 22.2 if that post never goes out. Paid extras, such as a featured directory listing or a Priority request, are consumed when bought and are not refundable; they are paid from Locked Balance first.

21.2 Cancelling a Campaign

No money moves when a Campaign is cancelled, except under section 21.3 and the return of an outside-links fee under section 22.2.

21.3 Campaign Insurance

Where a Decision is made against your partner for breaking a Campaign, including a first warning for a borderline breach, the cover your partner declared, up to the ceiling shown in the product, is paid to you once for that Campaign. The cover is paid into your Wallet. The part your partner paid out of their own earnings becomes withdrawable after the Holding Period; the rest is platform credit. Nothing is paid where no cover was declared, both sides were at fault, or on a Blitz swap (Terms section 8.7). Campaign Insurance is not insurance in any regulated sense. Completion rewards are governed by Terms section 31.4.

22 Plans, add-ons and the outside-links fee

A Plan is prepaid for 30 days (monthly) or 365 days (yearly), charged in full from your Wallet, Locked Balance first, and never renews automatically. Renewing the same Plan adds to the time left. An upgrade replaces your Plan at once and, after your explicit confirmation, the remaining days of the old Plan end without refund. Plan time already started is not refunded, except where we materially reduce a paid feature during your term and Terms section 5.2 gives you a remedy, where a suspension proves to have been our error and your term is extended under Terms section 13.3, where you close your Account because of a material change (Terms section 25.3), or where the law requires.

22.1 Add-ons

An add-on, where the product offers one, is consumed when bought, or is bought for your current Plan and ends with it. Add-ons do not follow a change of Plan and are not refunded. The outside-links fee is not an add-on: it is charged for each post that links outside Telegram (Terms section 17.4), whatever your Plan, and is refunded as section 22.2 provides.

22.2 The fee for links outside Telegram

The outside-links fee (Terms section 17.4.1) is charged once for each post that links outside Telegram, however many such links it has, when the post is committed (Terms section 17.4.2). It is refunded automatically, in full, if that post never runs. For example: every booking from a Paid Promotions checkout is declined, left unanswered, not published or cancelled before posting, or a repeating run is cancelled over its cap; a Subscriber Exchange ad is declined, cancelled before any placement runs, or ends without one; a Cross-Promotion ends before your post goes out, or your Blitz slot is left out at launch; or we stop the post before it runs.

A Paid Promotions fee is refunded as Locked Balance, like every Paid Promotions refund (section 14.2). Any other fee returns to the balances that paid it, in the proportions they paid (section 14.1). The fee held with an auction bid is part of the bid hold and is released with it, in the form it was taken (section 19.6).

The fee is kept once the post has run in any Channel or placement, even if other Channels did not carry it, the run was cut short, or the charge for a booking was later refunded under section 19. It is not refunded because you edited the post or removed its links outside Telegram, but it still comes back if the post never runs. A post whose fee came back and that is then set to run after all, such as a Subscriber Exchange ad approved on appeal, pays the fee again at the figure first charged.

22.3 Allowances are benefits, not balances

Plan allowances have no cash value, do not carry over and are not refunded.

22.4 Plans you did not buy

A Plan we grant carries that Plan's fees and benefits while you hold it. The older "Referral" label some Accounts carry gives no Plan benefit and is priced as Free (Terms section 13.6).

22.5 The services discount

Where one of our own services was bought at a price lowered by your Plan's discount or by a coupon (Terms section 13.7), a refund returns what you actually paid, never the price before the discount. Changing Plan later does not change a price already paid.

22.6 Onflow AI context

Onflow AI context (Terms section 10.11) is refunded only as this section provides:

1. Within 14 days. Within 14 days of a purchase you can ask, in the Onflow AI context section of your Wallet, for the units of that purchase you have not used to be refunded. Each unit you used is charged at $0.05, and the refund is the price you paid less that charge, never below zero: if you buy 3,000 messages for $90.00 and use 100 of them, the refund is $85.00. You can ask once for each purchase, and its unused units end when the refund is made. This is an exception to section 13.3.
2. Where it lands. A refund is shared between Onflow Credit and your Wallet in the proportions you paid them. The Wallet part returns as Locked Balance, even if you paid it from Withdrawable Balance, and the Onflow Credit part returns as Onflow Credit. This is an exception to section 14.1, and you agree to it when you buy.
3. Not an add-on or an allowance. Onflow AI context is not an add-on (section 22.1) and not a Plan allowance (section 22.3): it does not end with your Plan, and it is refunded only as this section provides.
4. What is not refunded. Units you used are paid for as point (a) says. Units that expired, a purchase more than 14 days old and units we granted you are not refunded, except as points (e) and (f) provide.
5. If our service failed. If a message used a unit because of a failure on our side and we uphold your complaint (section 13.3), we give the unit back. If the purchase it came from has already ended, we pay it back instead, at what you paid for each unit you used: $0.05 if the purchase was refunded under point (a), otherwise its price divided by its units, rounded down to the cent. A unit we granted you is given back while its grant lasts, and is not paid back.
6. Refunds in proportion to the price. If we discontinue Onflow AI context (Terms section 24.5), if you close your Account because of a material change (Terms section 25.3), and at any time while your Plan is Ultimate, the unused units of a purchase are refunded in proportion to the price you paid instead of as point (a) says, landing as point (b) says.
7. When your Account closes. Unused units end with your Account, unless you ask for a refund under point (a) before the deletion takes effect (section 33).

23 Compensation, awards and rewards

Compensation, including service credits, make-goods and a forfeited good-faith deposit paid to you, is Locked Balance or Onflow Credit and cannot be withdrawn, except the shares in section 14.3. Referral rewards are paid only in Onflow Credit (Terms section 31); a partner link's conditions apply to rewards earned through it (Terms section 31.8). We may withhold a reward while we check that it was genuinely earned, and reverse one obtained by abuse or error (section 30.2).

24 Penalties, standing and what they cost you

The Marketplace Fee is one rate for every Plan, currently 9%, with a veteran rate of 7% earned through clean completions. In an auction the bidder pays exactly the winning bid and the Channel Owner receives it less 11%, and the veteran rate does not apply (Terms section 7.3). A standing penalty restarts the count towards the veteran rate.

Each Decision shows the deadline for appealing it. Some decisions must be appealed within hours, so act promptly. Through the product, money a Decision moved to another Member is recovered only if you appeal, or contact us about it, within the time shown; after that time this in-product route closes, but your other rights are not affected (Terms section 27.6). Where a person finds that our automated Decision was wrong, Terms section 15.4 applies.

Ordinary purchases never take your Wallet below zero. Two settlements can: Campaign Insurance cover you owe a partner, and a pin charge Escrow does not cover. The amount is then a Debt (section 28.4; Terms section 12.11).

24.1 When a penalty is reversed

When a penalty is restored or forgiven (Terms section 15.13), we pay you the money that was withheld from you, that you forfeited, or that we kept, because of it. It is paid by us, not by the other Member, and lands in your Wallet under the usual Holding Period for earnings, never sooner. A refund the other Member already received because of the penalty is not taken back from them for this. This money is returned only when the whole penalty is reversed; restoring part of its points does not return it. What a penalty never held back, such as a Marketplace Fee you paid at the standard rate while it stood, is not returned.

24.2 When a reliability band is Frozen

While a Member's reliability band is Frozen (Terms section 15.12), what is already running finishes. A Pulse poll that a Frozen host accepted but that has not yet been sent to their Channel, and a paid Syndicate licence approved for a Frozen host but not yet published, are cancelled instead, and the payment for each is refunded in full to whoever paid for it, each part to the balance it came from. A cancellation for this reason is not a penalty.

25 Withdrawals are not refunds

A Withdrawal sends Withdrawable Balance out of the platform under Terms section 12.6; it is not a refund. Money you earn becomes withdrawable after the Holding Period shown in your Wallet.

25.1 Minimum, fee and allowance

The minimum Withdrawal is $5. Your Plan sets the fee, deducted from the amount you withdraw, and the number of requests you may make in a calendar month; a rejected request does not count.

25.2 Methods and destination

The payout methods offered are shown in your Wallet and may change. The destination must be in your own name or under your control, cannot be changed once you submit, and cannot be recovered if you entered it wrongly.

25.3 Review, checks and pauses

We review each request before sending it and may require a security check or identity, tax or payout-account verification. Withdrawals are paused while your Account is Under Review and may be paused across the platform for a time; requests keep their place.

25.4 A rejected request

A rejected request is returned in full, fee included, to your Withdrawable Balance.

26 What is never refunded

Except where this Refund Policy expressly provides otherwise or the law requires, we do not refund:

1. the Deposit Fee (section 5.4);
2. paid visibility and paid extras already consumed, such as featured listings, sponsorships and Priority Review;
3. the outside-links fee once its post has run, or because you edited the post or removed its links (section 22.2);
4. Plan time already started, including days ended by an upgrade (section 22);
5. a fee for priority handling, once provided, and a fee paid for an early payout while we offered one;
6. money a brand released early to a Pulse host (section 17.7);
7. money an Advertiser released early to a Channel Owner (section 19.2);
8. Onflow AI context you used, that expired or that we granted you, and a purchase of it more than 14 days old, except as section 22.6 provides;
9. Promotional Credit and Exchange Credits, as money;
10. Locked Balance as cash, except through an External Refund, under section 31.2, on closure of an Account as Terms section 24.4 provides, or on our discontinuing the Services (section 33.4);
11. the view-guarantee premium once the guaranteed views are reached or a make-good is paid (section 19.4); and
12. money sent to a wrong address or on a wrong network that you supplied (section 10; section 27.2).

27 Payments that go wrong

27.1 A payment that never completed

Each payment is credited once, after it is confirmed. A payment that never completed is not credited, an abandoned card or UPI attempt lapses, and a payment under an open payment dispute is not credited while the dispute is open.

27.2 Cryptocurrency payments

Send exactly the amount shown, on the network shown, before the invoice expires at the time shown at checkout. An underpayment is not credited and is reviewed; on an overpayment we credit the invoice amount and review the excess; a payment after expiry is reviewed. Where our review confirms funds reached us, we credit them to your Wallet or, after verification, return them to an address in your control, less the network fee, as we reasonably decide. A payment sent on the wrong network or to the wrong address may never reach us and may be impossible to recover. You bear network fees, the irreversibility of transfers and changes in the coin's value.

27.3 If money left your account and nothing arrived

Contact us (section 38) with the invoice reference (section 37). Once we have traced the payment, we credit it to your Wallet or return it to you in full, without the deductions in section 9 and without keeping the Deposit Fee.

28 Mistakes, corrections and recovery

28.1 Mistakes, in either direction

Where a payment, credit, hold or refund was applied in error, including because of a technical fault, we may correct it and will tell you when we do. If you were credited too little, we make up the difference.

28.2 How we recover

We recover an amount you were not entitled to from your Withdrawable Balance first and then your Locked Balance, by set-off to the extent permitted by law (Terms section 12.8). We tell you what we recovered and why; any shortfall remains owed. You may challenge a recovery under section 36.

28.3 Orders that bind us

Where a court, consumer commission, regulator or payment network requires us to make or reverse a payment, we comply. Doing so sets no precedent for any other case.

28.4 A negative balance is a Debt

Your Wallet goes below zero only through the two settlements in section 24 or another amount this agreement entitles us to recover. While it is below zero you cannot start anything new, but you can add funds, read your Account and contact support. Every credit reduces the Debt first. You must clear it within the period shown in your Wallet, after which we may suspend your Account and take lawful steps to recover it. Until the debt is paid we may also restrict other accounts we reasonably believe are operated by the same person.

29 Chargebacks and payment disputes

29.1 You cannot be made whole twice

A payment refunded under this Refund Policy cannot also be recovered through a chargeback or payment dispute, and one recovered through a dispute will not also be refunded by us.

29.2 What we may do

While a payment dispute is open, we will not pay a top-up refund on that payment; if your bank returns the money, we remove the matching credit. Where you dispute a payment you authorised for Services you received, we may suspend your Account until it is resolved and recover, to the extent permitted by law, the amounts credited for it, the resulting losses and the dispute fees (Terms section 14.2). A confirmed fraudulent chargeback is among the most serious standing events. Your right to dispute a transaction you did not authorise is not affected.

30 Misuse of this Policy

30.1 Requests that cannot succeed

We may decline with a brief reason, and without further correspondence, a request that repeats one already decided or plainly cannot meet this Refund Policy. Repeating such requests may breach Terms section 16.2.

30.2 Credit obtained by abuse is void

Promotional Credit, bonuses, rewards and refunds obtained by fraud, abuse, manipulation or error are void. We may reverse them and anything obtained with them, and recover any loss under section 28.2.

30.3 The Services are not a money-transfer service

You must not use Top-ups, refunds, bookings or any other feature to move value between people or accounts, or to change money from one form into another, except to buy and provide the Services. We may ask at any time for information and documents about your identity, payout-account ownership and source of funds, and may refuse, delay or reverse a transaction (Terms section 12.12).

31 Whose account, and whose money

31.1 The Account holder's instructions

We act on the Account holder's instructions alone. A refund returns to the instrument that paid. If that instrument can no longer receive it, we pay it to an account in your own name that we agree with you, after verifying that you made the payment.

31.2 Minors

Where we establish that an Account is held by a person under 18, we refund the unspent Top-up money to the original Payment Method, without the deductions in section 9, and close the Account (Terms section 3.1). A parent or guardian may ask us to do so, with proof of the person's age and of their own authority.

31.3 Death or incapacity

A lawful representative of an Account holder who has died or lost capacity may, with proof of authority, claim the Withdrawable Balance, net of the ordinary withdrawal fee, and the unspent Locked Balance that came from the holder's own Top-ups, refunded as Terms section 24.4 describes. Nomination of a person to exercise data rights: Privacy Policy section 22.5.

31.4 Dormant Accounts

Balances on a dormant Account are dealt with under Terms section 12.10.

31.5 Sanctions and financial-crime law come first

Where sanctions or financial-crime law applies, we act as it requires, which may mean refusing, holding or reporting a refund (Terms section 3.8; Terms section 12.12).

31.6 Accounts Under Review or suspended

An Account is Under Review only while a Hold we place applies to its Wallet (Terms section 15.3); a Concern about one of its bookings does not put it Under Review. A top-up refund request from an Account that is Under Review or suspended is held until the review ends, keeping its Freeze, and is then decided on its merits; a review lasts only as long as Terms section 12.12 allows. The review does not extend the window for any other Top-up.

31.7 Test Accounts and our team

Balances and transactions on an Account we designate for testing have no cash value, may be reset or removed at any time and fall outside this Refund Policy. Accounts held by our staff receive no treatment this Refund Policy does not give every Member.

32 Events beyond our control

32.1 Force majeure

Events beyond our reasonable control may delay our timelines for as long as they last (Terms section 28.6). They never excuse us from paying or returning money we owe: an approved refund remains owed, and a frozen amount stays yours.

32.2 If we are the reason you could not ask

If we are the reason you could not ask within the window, the window is extended by the length of that unavailability, as our records show, up to a limit. Contact us as soon as the Services are available again, quoting the Top-up's reference.

32.3 If a payment provider fails

A failure, delay or insolvency of a bank, payment partner or network does not extinguish what we owe you; we pay it by another lawful route as soon as we reasonably can.

32.4 Telegram is not ours

Telegram and the other platforms you reach through the Services are independent of us. Their actions, outages and changes are not ours and give no right to a refund except as this Refund Policy provides (Terms section 18).

33 Suspension, closure and your balance

33.1 If you close or delete your Account

Closing or deleting your Account pays nothing out on its own. Before you do, we tell you your Withdrawable Balance and give you time to withdraw it. A deletion pauses while Withdrawable Balance or any other money due to be paid to you remains. Unspent Locked Balance that came from your Top-ups is refunded if you ask before the deletion takes effect; otherwise it ends with the Account (Terms section 24.1 and section 24.4). An Account cannot be closed while a booking is in Escrow or a Concern is open (Terms section 24.1).

33.2 What ends with the Account

Onflow Credit, other Promotional Credit, Exchange Credits and unused Onflow AI context end with the Account; Onflow AI context can be refunded before the deletion takes effect only as section 22.6 provides. Unspent Locked Balance that came from your Top-ups is refunded on request, or ends with the Account, as Terms section 24.4 provides. We keep payment records as the law requires.

33.3 If we suspend or close your Account

Terms section 24.4 applies: live deals finish or are refunded under this Refund Policy, and your Withdrawable Balance is paid out after deducting amounts you owe and completing any lawful Hold or verification.

33.4 If we discontinue the Services, or an Account is dormant

If we discontinue the Services as a whole, Terms section 24.5 applies, including the refund of unspent Locked Balance that came from your Top-ups. If we discontinue Onflow AI context, or the Services as a whole, unused Onflow AI context is refunded as section 22.6 provides. Dormant Accounts are dealt with under Terms section 12.10.

34 Changes to fees, windows and this Policy

Fees, percentages and windows may change. The rates for a top-up refund request or a booking are fixed on it when it is made, except the network fee in section 9.1. A change never applies to a completed transaction. Material changes to this Refund Policy take effect only after the notice in Terms section 25. If you do not agree to a material change, Terms section 25.3 explains how to leave and what is refunded.

35 Additional Refund Terms

Additional Refund Terms published under this section form part of this Refund Policy and, for their subject, prevail over the rest of it. Each shows the date it was added. One that is a material change takes effect only after the notice in Terms section 25.2, except as that section allows; any other takes effect when published. None applies to a transaction made before it took effect. If none appear, that is not proof that none is in force; ask us.

No Additional Refund Terms are published at present.

36 Your rights, complaints and escalation

Nothing in this Refund Policy affects your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or any other law that cannot be excluded by agreement. If you are a consumer in the European Union, the European Economic Area or the United Kingdom and the law of your country gives you a right to cancel a contract made at a distance, you may cancel a purchase within 14 days of making it, without giving a reason, by telling us at support@onflowads.com. If you asked us to begin a service within that period, you pay for what we provided before you cancelled; once a service has been fully provided at your express request and with your acknowledgment that you would lose the right to cancel, the right no longer applies. We refund what is due within 14 days of your cancellation, to the method you paid with, without the deductions in section 9 and including the Deposit Fee. Where this paragraph gives you more than the rest of this Refund Policy, this paragraph applies.

If a refund matter is not resolved by support, write to our designated Grievance Officer (named on written request) as Terms section 23.5 describes, quoting the record's ID. Every grievance is acknowledged within 24 hours and resolved within the time the law requires for that kind of complaint, and in any event within one month of receipt. Complaints about personal data follow Privacy Policy section 24.

Disputes are governed by Terms section 27; its good-faith step never bars or delays a statutory remedy, a complaint to a consumer commission or urgent relief. Subject to your right to complain to a consumer commission or court that has jurisdiction under the law that applies to you, the competent courts in India have exclusive jurisdiction (Terms section 27.3).

37 Onflow Ads IDs

37.1 The IDs a refund involves

Records carry IDs such as OFA-123-4567 (fictional). Those most often involved in a refund begin OFD (a Top-up), OFI (its invoice), OFR (a refund request), OFT (a Wallet movement), OFW (a Withdrawal) and OFO (a Paid Promotions booking).

37.2 Quote one when you contact us

Quote the ID of the record your question is about. We never ask for a password, a one-time code or a payment credential to look a record up.

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

An ID does not make a refund payable, reopen a window or prove that a payment was made or was yours.

38 How to contact us

Onflow Ads, a business operating from India and subject to Indian law. Our legal name and address are not published on this page; we furnish them on written request to support@onflowads.com where a law, a court, a regulator, a payment provider or a dispute requires it, and the Grievance Officer below answers in that name.

Nobody on Telegram can take a payment or process a refund for us.