Refunds & Cancellations

1 Overview

Onflow Ads uses a prepaid wallet model. You add funds to your wallet, and then spend that balance on platform services such as Boost Metrics orders and paid ad placements. This policy covers two distinct things:

• Top-ups — money you add to your wallet through a payment provider; and
• Purchases — services you buy by spending your wallet balance.

Different rules apply to each, and to each type of service, so please read the relevant section below. If anything is unclear, contact us before you pay and we will be glad to help.

2 What You Pay For & Pricing

The paid products and services available on Onflow Ads, and how they are priced, are summarised below. Wallet balances are held in US Dollars (USD); the exact amount payable is always shown before you confirm any purchase.

3 Wallet Top-ups (Add Funds)

When a top-up succeeds, the funds are credited to your wallet as spendable balance. Because wallet credit can be used immediately across the platform, top-ups are treated as follows:

• 12-hour request window. You may request a refund of a top-up only within 12 hours of that top-up being credited to your wallet. After 12 hours a top-up is final and cannot be refunded. You can raise the request from the Refund a top-up section of your account wallet.
• A request is not a guarantee. Submitting a refund request does not entitle you to a refund. Every request is reviewed manually and may be declined at our discretion.
• Only if nothing was spent. A refund will only be considered if none of the topped-up amount has been spent, in any way, on any service. If any part of that top-up has been used, the top-up is not refundable and the relevant service's own refund rules (sections 4–6) apply instead.
• Paid externally, net of fees. An approved refund is paid to your external destination — not credited back to your wallet. A flat 18% platform fee is deducted from the topped-up amount, and then the payment gateway's own fees are deducted from the remainder: for UPI/card an assumed 2%, and for cryptocurrency the OxaPay processing fee plus the live Binance BEP-20 (BSC) USDT network withdrawal fee applicable at the time of the refund (the two combined), subject to a minimum of 3% of the post-platform-fee amount — whichever is greater. You receive the resulting net amount.
• Crypto refunds need a fresh address. If you topped up with cryptocurrency, you must provide a fresh USDT BEP-20 (BSC) wallet address when you request the refund; the net amount is sent there if the request is approved. Transfers cannot be reversed, so the address is your responsibility.
• Promotional or bonus credit. Any free, promotional, or goodwill credit added to your wallet has no cash value and is not refundable or withdrawable.
• Payment-provider fees. Where a payment provider charges a non-recoverable processing fee on a refund, that fee may be deducted from the refunded amount.

4 Boost Metrics Services

Boost Metrics orders are charged from your wallet at the moment you confirm an order. These orders are fulfilled through third-party service providers, so the following applies:

• Could not start. If an order cannot be started or is rejected by the provider, the full amount is automatically refunded to your wallet.
• Cancelled or partial delivery. If an order is cancelled, or only partly completed, the unfulfilled portion is automatically refunded to your wallet.
• Completed orders. Once a service has been delivered as ordered, it is considered performed and is not refundable.

Refunds for Boost Metrics orders are credited to your wallet, where they are immediately available to spend again. If you would instead like that balance returned to your original payment method, see section 7.

5 Paid Ad Placements & Campaigns

Paid placements are ad slots you buy from, or sell to, other channel owners. Funds are held while a placement is arranged and released once it runs as agreed.

• Before it starts. You may cancel a placement you have booked any time before the counterparty has accepted it or before the agreed post goes live, for a full refund to your wallet.
• After it starts. Once a placement is live or a campaign has begun, it is generally non-refundable, because the slot has been reserved and the post scheduled.
• Non-delivery or our fault. If a placement fails to run because of a fault on our side, or because the counterparty does not deliver an accepted placement, we will work with you in good faith to re-run the placement or provide an appropriate credit or refund.

6 Cross-promotion Swaps

Cross-promotion slot swaps are free. No payment is taken, so there is nothing to cancel for a refund — you can simply opt out of a swap before it is scheduled in line with our Terms of Service.

7 Cancellations

You can cancel an order or placement that has not yet started from the relevant area of your dashboard, or by contacting us. Whether a cancellation results in a refund depends on the service:

Boost Metrics

Orders that have not started, or that are cancelled mid-way, are refunded in full or for the unfulfilled portion to your wallet.

Paid placements

Cancellable for a full wallet refund until accepted or until the post goes live; not cancellable once running.

Wallet top-ups

A top-up itself cannot be "cancelled" once paid, but unused balance can be refunded under section 3.

8 Refund Method & Timelines

Refunds are issued in one of two ways, depending on the situation:

• To your wallet — service refunds (Boost Metrics, placements) are credited to your wallet immediately, ready to spend again.
• To your original payment method — where you request your money back rather than wallet credit, the refund is sent to the source (your UPI ID, card, or account) in INR. Once we initiate it, it typically reaches you within 5–7 business days, depending on your bank and the payment provider.

We aim to review every refund request within one business day and to initiate any approved refund promptly after that.

9 Failed, Duplicate & Unauthorised Charges

Every payment is verified directly with the payment provider before any wallet credit is applied, and each order is credited only once. This means:

• Money debited but wallet not credited. If your account was charged but your wallet was not topped up, the payment is reconciled automatically once it confirms. If it does not appear within a few hours, contact us with the date, amount, and any reference and we will trace and refund a failed charge in full.
• Duplicate charges. If you are charged more than once for the same top-up, the duplicate is refunded in full.
• Unauthorised charges. If you believe a payment was made without your authorisation, please contact us immediately at support@onflowads.com so we can investigate.

10 Non-refundable Items

For clarity, the following are generally not refundable:

• Services already delivered or completed as ordered;
• Ad placements or campaigns that have already started or gone live (except for non-delivery or our fault);
• Promotional, bonus, or goodwill wallet credit, which has no cash value;
• Non-recoverable payment-provider fees on a refunded transaction.

Nothing in this policy limits any rights you may have under applicable law that cannot be excluded.

11 How to Request a Refund

To request a refund or cancellation, contact us with a few details and we will take it from there:

• Email support@onflowads.com, or use our contact form;
• Include the order or transaction reference, the date, and the amount;
• Tell us whether you would like the refund as wallet credit or back to your original payment method.

We will acknowledge your request, usually within one business day, and let you know the outcome and expected timeline.