Refund policy

1. The short version

This policy covers every order, balance top up and plan bought on fanomizer.com from Fanomizer. It is part of our Terms of use. Nothing in it limits the rights you have under the consumer law of the country where you live.

• If we don’t deliver what you paid for, you get the undelivered part back.
• Refunds go back to the payment method you used. You can choose Fanomizer balance instead, but we never choose it for you.
• Drops after delivery are not refilled, topped up or refunded, on any service. That includes followers, subscribers and community members.
• Money you added to your balance and haven’t spent can be refunded. Bonus credit can’t.

2. What “delivered” means

When an order starts, our system records the current count on your profile or post. We call this the start count. The order is delivered when the count reaches the start count plus the quantity you ordered, as recorded when the order completes. We keep these numbers for every order and use them to answer any question about it.

Social platforms remove accounts and activity they consider inauthentic, so purchased counts can go down after delivery. We can’t control this, and we don’t promise that any count stays at the delivered level.

3. Drops after delivery

Drops after delivery are not refilled, topped up or refunded, on any service. This applies to followers, subscribers and community members as much as to likes, views, comments, shares, saves, reposts, poll votes, Space listeners, story views and watch hours. The order is complete once it is delivered.

4. When we refund

• Not delivered: if an order can’t be delivered, we refund it in full.
• Not started: if an order hasn’t started 72 hours after payment, you can cancel it for a full refund or keep waiting. You can also ask us to cancel any order that hasn’t started yet.
• Partly delivered: if an order ends with only part of the quantity delivered, we refund the undelivered part. You don’t need to ask.
• Charged twice: if you were charged more than once for the same order or top up, we refund the extra charge in full.
• Not as described: if what we delivered doesn’t match the order page, tell us and we will fix it or refund it.
• EU and UK customers also have the 14-day right to cancel in section 9.

5. How refunds are paid

We send refunds back to the payment method you used:

• Card: back to the same card through Dodo Payments, usually within 5 to 10 business days, depending on your bank.
• PayPal: back to your PayPal account.
• Crypto: see section 7.
• Fanomizer balance: back to your balance, straight away.

6. Choosing balance, fees and timing

You can choose to take a refund as Fanomizer balance instead, for example to reorder straight away. We only do this when you choose it, and it is never pre-selected. In your account settings you can also choose to receive refunds for partly delivered orders as balance. You can switch this off at any time.

We don’t charge any fee for a refund. Please ask within 30 days of payment: our card processor only accepts card refunds within 30 days of the payment. If you ask later, or the original method can no longer receive money, we will agree another way with you, such as PayPal or crypto, or balance if you prefer.

Approved refunds are sent within 5 business days. How long they take to reach you then depends on your bank, PayPal or the blockchain.

7. Crypto payments

Crypto payments are processed by B2BinPay. We refund crypto by hand, in the same coin on the same network you paid with.

• We refund the US dollar value you are owed, converted at the exchange rate on the day we send the refund. The amount of coin you receive can differ from what you sent.
• Send us the refund address in writing from your Fanomizer account or from the email used for the order. We don’t send refunds to the address the payment came from, because exchange wallets often can’t receive them.
• For larger amounts we may send a small test payment first, and we check addresses against sanctions lists.
• We pay the network fee on refunds we owe you. If you sent the wrong amount, the wrong coin or used the wrong network, we return what we received minus the network fee, or add it to your balance if you prefer.
• A refund sent to the address you gave us is final.

8. Your Fanomizer balance

Your balance can only be spent on Fanomizer. It can’t be transferred to another account, it doesn’t expire and it has no fees.

• Money you added and haven’t spent can be refunded to the method you paid with. Ask us through support. Orders use your oldest money first, so the top ups still unspent are usually your most recent ones, and each goes back the way it was paid.
• Card top ups can be refunded to the card within 30 days of the top up. After that we will agree another way to return the money.
• Bonus and promotional credit can’t be refunded. If you refund a top up that earned a bonus, what’s left of the bonus is removed.
• Money you chose to take as balance from an earlier refund counts as money you added.
• If you close your account, we refund your unspent balance, except bonus and promotional credit, in the same way.

9. Your right to cancel (EU and UK)

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you can cancel a purchase within 14 days without giving a reason.

• We start an order during those 14 days only if you ask us to at checkout. When you do, you agree that if you cancel before the order is complete, you pay for the part already delivered, and that you lose the right to cancel once the order is fully delivered.
• Many orders are fully delivered within hours. After that, the right to cancel no longer applies to them.
• If you cancel an order that is still in progress, we stop it and refund the part not yet delivered.
• For plans, see section 11.
• To cancel, use the Withdraw from contract here link at the bottom of every page or on the order page, or email a clear statement to [email protected]. You may use the model cancellation form in your order confirmation email, but you don’t have to.
• We refund within 14 days of receiving your cancellation, to the payment method you used, at no cost to you.

10. What we don’t refund

• An order that was delivered in full, including when the count drops later, on any service.
• An order delivered to a wrong username or link that you entered.
• If you make the profile private, change the username or link, or archive or delete the post during delivery, the order stops. What was delivered up to then isn’t refunded. Any part that was never sent is refunded.
• Counts removed, accounts restricted or posts hidden by a platform after delivery. We aren’t responsible for actions a platform takes against an account.
• Results you hoped for, such as reach, sales or new customers. We sell a delivered count, not an outcome.
• Bonus and promotional credit.
• Plan periods already paid for, except as described in section 11.

11. Organic growth plans

Plans renew automatically every month, or every year on yearly billing, at the price shown at checkout, until you cancel. You agree to this renewal at checkout.

• You can cancel any time online, in your dashboard under Plans. Cancelling stops the next charge, and the plan stays active until the end of the period you paid for.
• Monthly plans: we don’t refund the rest of the month you cancel in, unless section 9 applies or we didn’t deliver.
• Yearly plans: if you cancel within 14 days of buying, or within 14 days of a yearly renewal, we refund the unused days.
• We email you before each yearly renewal with the price and how to cancel.
• If a plan’s price changes, we tell you at least 30 days before the new price applies, and you can cancel before then.
• In the EU and UK, if you cancel a new plan within 14 days, you pay only for the days already used.
• The monthly amounts are estimates. Like every other order, plan deliveries aren’t refilled, topped up or refunded if the count drops later.

12. Who processes your payment

• Card payments are processed by Dodo Payments, which acts as reseller and merchant of record. Your statement shows Dodo Payments, and Dodo’s buyer terms also apply to card purchases. Card refunds are sent through Dodo.
• PayPal payments are processed by PayPal. PayPal’s buyer protection applies as well as this policy.
• Crypto payments are processed by B2BinPay.
• There is no extra charge for any payment method.

13. Chargebacks and disputes

If something is wrong with a payment or an order, please contact us first. Most problems are solved faster this way, and a refund from us usually reaches you sooner than a dispute.

Nothing in this policy limits your right to dispute a payment you didn’t authorise or that was charged incorrectly. When a dispute is opened, we send the payment processor the records we hold: the order, the policy you accepted, and the start and end counts.

While a dispute is open we may pause new orders and balance use on the account. If a dispute about an order that was paid for and delivered turns out to be knowingly false, we may close the account.

14. How to ask

Use the compensation form, the order page in your dashboard, or email [email protected] with your order ID and the email you used at checkout. We aim to reply within 24 hours.

15. Changes to this policy

We may update this policy. The version that applies to an order is the one you accepted when you placed it. The date at the top always shows the latest version.