Refunds
What can be refunded from the wallet, how to request a refund and what to do about a mistaken charge.
Updated October 18, 20261 min read
You can get back unspent money that you added to the wallet yourself.
What is not refunded
Money already spent on ads, and the fee on it.
The bonus.
A plan period that has already started.
Bank and payment service fees.
How to request a refund
In “Billing”, on the “Refund of the balance” row, click “Request a refund”.
Enter the “Amount to refund”. The dashboard shows how much can be refunded.
Click “Next” and then “Send request”.
While the request is in review, the money stays on the balance and campaigns keep running. Once it is approved, the amount is charged from the wallet and we make the transfer. If the balance has dropped in the meantime, we refund what is left. We let you know about every stage by email.
Request statuses: “In review”, “Approved”, “Paid out” and “Declined”. Only one request is possible at a time.
Mistaken or double charge
Write to [email protected]. Such payments are refunded the same way they were paid. Read more in the Refund Policy.
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What's next
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- Deleting your accountHow to delete your account and data, what happens to campaigns and documents, and how to disconnect just an ad account.
- SupportHow to write to us, when to expect an answer and what to include in your request so it gets solved faster.