Refund & refill policy

Why we separate the two

A lot of sites in this industry advertise a "money-back guarantee" and then explain, once you ask, that what they actually give you is a top-up. We would rather be precise. A drop in delivered engagement is normal — accounts go inactive, X runs periodic clean-ups — and the honest, useful fix for it is to put the numbers back, free, which is what the 30-day refill guarantee does. A refund is for when there is nothing to put back because the order never worked.

The refill guarantee

Every order on this site carries a 30-day refill guarantee, at no extra cost and with nothing to opt into.

• It runs for 30 days from the date your order completed.
• If the delivered count falls below the quantity you paid for, email us and we refill the shortfall free. Tell us the order and what the count is now — we do not need anything else.
• You can claim more than once inside the window. There is no cap on refills.
• A refill restores the number you bought. It does not extend the window, and it does not convert into cash.

When we refund

You are entitled to a refund of what you paid where:

• the order never started, and we cannot start it;
• delivery stalled part-way and cannot be completed — in which case we refund the undelivered part, or the whole order if you would rather have that than a partial delivery;
• the order could not be delivered because of a fault on our side, including a target we mis-handled;
• you were charged for something you never received a working order for at all;
• you paid twice for the same order by accident — tell us and we return the duplicate.

What is not covered

These are the cases where we will not refund, and we would rather you read them here than discover them later:

• Ordinary drop-off inside the window. That is a refill, which is free and unlimited — see above.
• A target you changed. If the profile was set to private, the post was deleted, or the handle was changed while the order was running, the delivery could not land and there is nothing for us to recover.
• The wrong handle or the wrong post. You choose the target at checkout. If delivery has already started against it, it cannot be moved, because what has been delivered cannot be taken back off the wrong post. Check the link before you pay — it is the one mistake that cannot be undone.
• A claim made after the 30-day window has closed.
• An outcome we never promised. We undertake to deliver the quantity you ordered to the target you gave us. We do not promise reach, impressions, revenue, follow-backs, or any particular treatment of your account by X — those are X's decisions and are not something any provider can sell you.
• An order for an account you do not control, or any order that breached our Terms of Service.

How to ask for either one

1. Email [email protected], or use the contact form.
2. Include the email address you ordered with, the handle or post URL, and a sentence about what went wrong. That is enough for us to find the order — you do not need an order number, though it helps if you have it.
3. A person replies, normally in under 2 hours. Support runs 24/7.
4. We tell you which remedy applies and why. If it is a refill we start it; if it is a refund we process it.

You do not have to work out which remedy you are owed before writing to us. Ask, and we will tell you.

How long a refund takes

We send an approved refund back to the original payment method. Once we have processed it, how quickly it appears is your bank's or provider's timing rather than ours — typically 3 to 10 business days for a card, and generally faster for the other methods. We will tell you when it has gone.

Before you open a chargeback

Please write to us first. A chargeback takes weeks, freezes the order while it runs, and usually ends up somewhere we could have reached in an afternoon. We have never found a case that email could not resolve faster. If we owe you money, you do not need your bank to get it back from us.

A note on timing

Delivery starts within 30 minutes of payment clearing, and from there orders are drip-fed on purpose so growth looks natural. An order that is part-delivered a few hours in is working as intended, not failing. If nothing at all has happened well past the start window, that is the point to tell us.

Contact

Email [email protected] or use the contact form. This policy forms part of our Terms of Service.

CONNECT MEDIA LLC
Licence number: I90091