Refund Policy

Refundable

Unspent wallet balance may be refunded on written request, after we've verified the payment source and completed a compliance review. Refunds go back to the original payment method, normally within 5–10 business days of approval.

Not refundable

• Monthly account fees. They cover infrastructure, account operations and the platform for the billing period, including when you cancel, when an account is suspended, or when the service ends.
• Account setup or provisioning fees, once an account has been opened, whether or not it's used.
• Service fees, including top-up processing fees and account funding fees, which pay for work already done.
• Money already moved to an ad account. Once funds leave your wallet for an ad account they're subject to the advertising network's rules, and we can't reclaim them.

How to ask

Send your request in writing to your account manager. We review every request individually and may refuse requests that:

• break the law or our Terms;
• relate to chargebacks or disputed payments;
• come from accounts under fraud or anti-money-laundering investigation;
• are made more than 90 days after the original transaction.

Exceptions

If funds are lost because of an error on our side, we may make an exceptional refund at our discretion. That doesn't create an entitlement for future requests.

Changes

We may update this policy. We'll give 30 days' notice of material changes; continuing to use the service after that means you accept them.