Refund policy
When you get money back, when you do not, and within what period. This policy forms part of the terms and conditions.
1. Your subscription
You pay for the subscription monthly in advance. If you cancel, it runs until the end of the month you paid for and nothing is charged after that. We do not refund a month that has already started. If you cancel during the trial period, you pay nothing.
2. A top-up we have not passed on yet
If you have paid but the credit is not on your ad account yet, you can cancel the top-up. You get the full amount back through the same payment method, service fee included, within five working days of us receiving your request.
3. Credit already on your account
That credit has been paid to the advertising platform; we cannot get it back from there either. So we cannot return it to a bank account and it cannot be exchanged for money. As long as you pay your invoices it stays available on your account, also if you cancel your subscription, and it can be moved to another account of yours on request. If you do not pay an invoice, your credit can expire; how that works is explained in point 4 below and in article 8 of the terms. If the platform blocks an account, we will tell you within 24 hours what can happen to the credit; that depends on the platform and our supplier.
4. Credit that expires if you do not pay
If you do not pay an invoice, the schedule in article 8 of the terms applies. On the due date you get an email. On day 1 the service locks. On day 3 you get a reminder. If the invoice is still open on day 15 after the due date, the agreement ends and the ad credit then on your accounts expires, up to a maximum of € 1,000. If there is less, the entire balance expires; if there is more, € 1,000 expires and the rest stays yours, with no second expiry date. From the expired amount we first set off your outstanding invoice, the interest and the collection costs; what then remains within that € 1,000 we do not pay out and do not refund. If you pay everything outstanding before day 15, none of this happens and you keep your entire credit.
5. Service fee
The service fee is the charge for passing your credit on. It is earned as soon as the credit is on your ad account and is not refunded after that. If the top-up does not go through, you do get it back — see point 2.
6. How to request a refund
Email [email protected] with your company name and the invoice or top-up number. We reply within two working days and tell you exactly what can be returned and when.
7. Tell us first
If you have a question about a charge, contact us first; we reply within two working days. If you involve your bank or card issuer without giving us that chance and the charge turns out to be correct, we may suspend the service and pass on the costs the chargeback causes us.