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Refund Policy

Last updated on: August 29, 2025

1. GENERAL PROVISIONS

1.1. Status and Purpose of the Policy. This Refund Policy ("Policy") explains the circumstances under which you ("User", "you") may request a refund of funds deposited to your Balance when using our websites, including the main domain SmmPanelUS.com and all its associated subdomains (collectively, the "Sites"), except blog.smmpanelus.com and its associated subdomains, which are governed by their own separate policies, as well as all provided services ("Service"). It is an integral and legally binding part of our Terms of Service.

1.2. Nature of Funds on the Balance. By adding funds to your Balance in our Service, you confirm that you have read, understood, and fully agree with the terms set out below. The funds you deposit into your Balance are considered a prepayment for future service orders. Your Balance is not a bank or deposit account, does not accrue interest, and is not covered by deposit insurance schemes.

1.3. User's Responsibility. It is your responsibility to familiarise yourself with this Policy before making any payment. The act of topping up your Balance constitutes your unconditional acceptance of all clauses of this Policy.

2. REFUND OF UNUSED FUNDS TO AN EXTERNAL ACCOUNT

2.1. Right to a Deposit Refund. You have the right to request a refund of unused funds from your Cash Balance to the same payment method from which the deposit was made.

2.2. Mandatory Conditions for a Deposit Refund. This right is subject to strict compliance with all of the following conditions:

  • a) The refund request is submitted within 14 (fourteen) calendar days from the moment the corresponding deposit was credited to your Balance. This period is established to protect against fraud and to comply with payment system rules.
  • b) Only the portion of funds that you personally deposited and have not yet spent on paying for Orders is eligible for a refund.
    • Example: You topped up your Balance with $50. You placed an Order for $10. A maximum refund of $40 is eligible under this clause.
  • c) The refund is issued exclusively to the same payment account (bank card, e-wallet) from which the original deposit was made. Refunds to other payment details are not possible.

2.3. Status of Bonus Funds. Bonus funds, credited as part of promotions, via promo codes, or as a gesture of goodwill, are not cash and are not eligible for refund, withdrawal, or compensation under any circumstances. When a deposit refund is requested, all associated bonuses will be cancelled.

2.4. Important Note on Payment Processor Fees. Please be aware that non-refundable fees withheld by our payment processors (e.g., Stripe) during the initial deposit will be deducted from the refund amount. We do not control or receive these fees, so we cannot reimburse them. The amount you receive will be the refund amount minus these fees.

3. REFUND OF FUNDS FOR CANCELLED OR PARTIALLY COMPLETED ORDERS

3.1. Refund Guarantee for Non-Completion. We strive to complete every Order according to its description. However, if we are unable to complete an order due to technical issues on our part or the provider's part (e.g., a social network algorithm update or service unavailability), we will provide a refund.

3.2. Procedure for Refunding to the Internal Balance.

  • a) If an Order is cancelled (status Cancelled), its full cost will be automatically and immediately refunded to your internal Balance in the Service.
  • b) If an Order is partially completed (status Partial), the cost of the unfulfilled portion (e.g., for the undelivered quantity of followers) will be automatically and immediately refunded to your internal Balance.
  • c) This mechanism is used for your convenience, allowing you to immediately use these funds to place new Orders without the delays associated with external transactions.

3.3. Withdrawal of Funds Refunded from Orders. Funds refunded to the Balance according to section 3.2 are treated as unused funds. You have the full right to request their withdrawal to your external payment account in accordance with the rules and conditions set out in Section 2 of this Policy, except for the 14-day limitation.

4. SITUATIONS IN WHICH REFUNDS ARE NOT PROVIDED

A refund is strictly not possible in the following cases:

  • Orders in Progress or Completed: Funds debited from the Balance to pay for an Order are considered used as soon as the Order's status changes to "In Progress", "Processing", or similar. At this point, we already have financial obligations to the provider. Funds for Orders that are in progress or have already received the "Completed" status will not be refunded.
  • Drops After Completion: We do not issue refunds for completed Orders if the social network subsequently removes some of the metrics (likes, followers, etc.). In accordance with our ToS, this is a standard risk that you accept. To minimise this risk, choose services marked "Refill" (Refill Guarantee).
  • User Error: No refund is provided for Orders that cannot be fulfilled due to the User's fault. This includes, but is not limited to: placing an order for a private (locked) account, providing an incorrect or non-existent link, changing the link, or making the Account private after placing the Order.
  • Bonus Funds: As stated in section 2.3, bonus funds are not eligible for withdrawal or refund.

5. REFUND REQUEST PROCEDURE

To request a refund to your external payment account (in accordance with Sections 2 and 3), please follow these steps:

  • Step 1: Ensure your situation fully meets the conditions for a refund described in this Policy.
  • Step 2: Create a ticket in our Support System through your Account. Requests sent via email or other channels will not be considered.
  • Step 3: In the ticket, clearly and unambiguously state:
    • The subject: "Refund Request".
    • The deposit transaction ID (if applicable).
    • The amount you wish to have refunded.
  • Step 4: Our finance department will review your request within 5 working days and contact you through the same ticket to confirm or request additional information.

6. EXCEPTIONS AND FORFEITURE OF FUNDS

6.1. Breach of Rules. This Refund Policy does not apply to Accounts that have been terminated for breaching our Terms of Service or Acceptable Use Policy.

6.2. Forfeiture of Funds. In the event of fraudulent activity (e.g., use of stolen payment details), system abuse (creating multiple accounts to obtain bonuses), or use of the Service for illegal purposes (in accordance with the AUP), all funds on the Balance of such an Account (both personally deposited and bonus funds) are subject to immediate and irreversible forfeiture. These funds are considered liquidated damages to cover our administrative costs, risks, and investigation expenses.

7. PROCESSING TIMES

7.1. Internal Processing. Our internal timeframe for reviewing and approving a refund request is up to 5 working days.

7.2. External Processing. Once we initiate the refund from our end, the actual time it takes for the funds to be credited to your Account depends solely on your bank or payment system and can take from 3 to 15 working days, and in some cases longer. We cannot control or expedite this process. Our responsibility ends the moment we send the funds through our payment gateway.