Refund & Resolution Policy

Last updated: July 30, 2026

Overview

SMM SaaS operates on a prepaid service wallet system. Orders are paid from your wallet balance at placement. When a resolution is approved, credit is returned to your service wallet. This policy describes how issues are investigated and resolved.

1. Resolution Hierarchy

When an issue is reported, we follow this resolution hierarchy. Each step is attempted before proceeding to the next:

Step 1: Issue Reported

Submit a support ticket from your dashboard with the order ID and a description of the issue.

Step 2: Order Verification

We verify the order details, including status history, current provider status, and delivery progress.

Step 3: Provider Status Check

We check the current status with the provider. If the order is still in progress, we may allow additional time for delivery.

Step 4: Continue Delivery or Retry

Where appropriate and the provider supports it, we may retry delivery or allow the existing order to continue.

Step 5: Refill (if applicable)

If the service includes refill protection and the order is within the refill period, a refill request may be processed.

Step 6: Replacement Service

Where available, we may offer a replacement service of equivalent value as an alternative to a refund.

Step 7: Service Wallet Credit

If the above steps are not appropriate or successful, credit may be issued to your service wallet balance.

Step 8: Payment Method Resolution

Where required by applicable law, payment-provider rules, duplicate or incorrect payment resolution, or an approved escalation, a refund to the original payment method may be processed.

This hierarchy prioritizes service delivery over refunds. We do not automatically issue cash refunds merely because a service is delayed or a user changes their mind, but we comply with all applicable mandatory consumer rights and payment-provider rules.

2. Service Wallet Credit

Service wallet credit is Platform credit that can be used to place orders for any services available on the Platform.

How it is spent: used automatically at order placement to pay for services
Transferability: not transferable to other users
Withdrawability: not withdrawable as cash or cryptocurrency; service wallet credit is Platform credit only
Expiration: does not expire unless required by applicable law
Deposited funds: funds you add via Cryptomus are credited as service wallet credit and are subject to the same spending rules
Referral bonuses: credited as service wallet credit
Refund credits: amounts returned through the resolution process are credited as service wallet credit
Promotional credit: may be subject to separate terms communicated at issuance (such as expiration or spending restrictions)

3. Self-Service Cancellation

You may cancel an order directly from your dashboard if its status is pending or processing. Upon cancellation:

The full order amount is credited to your service wallet immediately
A wallet ledger entry records the transaction with balance history
The order status is updated to cancelled

Orders in other statuses cannot be cancelled via self-service. Submit a support ticket for review.

4. Evaluated Resolution Requests

Submit a support ticket from your dashboard to request a review. Include the order ID and a description of the issue. Our team evaluates each request based on the available order data, provider status, and the specific circumstances.

Circumstances that may qualify for resolution

Non-delivery: the service has not started within a reasonable period after order placement
Partial delivery: significantly less than the ordered quantity was delivered within a reasonable period
Wrong service: the delivered content does not match the service description
Duplicate charge or processing error: you were charged more than once or an error occurred
Provider failure: the provider has permanently failed to deliver (status shows failed)

Circumstances that generally do not qualify

Change of mind after the order has entered in_progress status
Natural drops that occur outside any applicable refill guarantee period
Services that have been fully or substantially delivered
Delays where the order remains active and in progress with the provider
Content removed by the social media platform after successful delivery
Orders placed on incorrect URLs, private profiles, or deleted content
Username or profile URL changed after the order was placed
User interference with delivery (e.g., changing profile visibility, deleting content)
Duplicate orders created by the user for the same target
Violation of our Terms of Service

These are guidelines, not rules. All requests are evaluated individually. Nothing in this policy limits your statutory rights under applicable consumer protection law.

5. Refill Guarantee

Where a service includes refill protection, the refill period and maximum number of refills are specified on the service page and order confirmation. To request a refill:

Submit a request from your order dashboard
Include current stats (screenshots recommended)
Our team will process the refill if it is within the applicable period and limit

Refills beyond the specified period or maximum count are not covered. Refill availability depends on provider capability; not all services support refills.

6. Resolution Review Process

We evaluate each request based on the available evidence:

Step 1: Request Submission

User submits a support ticket with order ID and description of the issue.

Step 2: Initial Review

We review the order details, delivery status, provider response, and policy eligibility, and respond via the ticket.

Step 3: Resolution

We communicate the outcome, which may be referral back to a previous step in the hierarchy, continued monitoring, service wallet credit, or other resolution as appropriate.

Step 4: Further Review

If the user believes the resolution was incorrect, they may request further review by responding to the ticket. Additional information may be requested.

7. Payment Disputes & Chargebacks

If you believe a charge is incorrect, we encourage you to contact our support team first. Most issues can be resolved directly through our resolution process more quickly than through a payment dispute.

If a payment dispute or chargeback is filed:

We will temporarily restrict the affected transaction and related account access if necessary while we investigate
We will preserve order data, payment records, wallet ledger entries, and delivery evidence related to the disputed transaction
We will respond to the payment provider’s dispute process with relevant evidence of service delivery
If the dispute is resolved in your favor or was filed due to a legitimate error on our part, your account will be restored and appropriate credit issued
If abuse or fraud is established (such as filing a false dispute after services were successfully delivered), proportionate action may be taken, which may include account restriction

Unrelated funds are not confiscated. Action is limited to the disputed transaction and accounts directly linked to established fraud or abuse.

8. User Responsibilities

Before placing an order, you are responsible for verifying:

The target URL or username is correct and belongs to a profile you control
The target profile is public and accessible
The target content exists and has not been deleted
The service conditions (minimum/maximum quantity, estimated delivery) meet your expectations

Where provider processing has already begun based on the information you provided, refund eligibility may be limited. This does not affect your mandatory rights under applicable consumer protection law.

9. Mandatory Consumer Rights

Nothing in this policy excludes or limits your statutory rights under applicable consumer protection law. Where mandatory law provides you with rights that conflict with this policy, those rights prevail. This policy applies to the extent permitted by law.

10. Contact

For questions about this policy, contact us at socialboosternineservice@gmail.com. For fastest resolution, submit a support ticket from your dashboard with your order ID.