This policy explains when the money for a spot comes back and how much. It applies together with the terms of service. To start a refund, use the “Request a refund” button next to the payment in your account, or write to the billing address on the Contact page with the request number.
The 10-day window
A refund can be requested within 10 days of the payment. After that the payment is final: the spot has been held and shown for you, and we have paid the processing fees on it.
How much comes back
We refund the last payment only — not the whole history of a placement. From that payment we deduct the days you have already used and a fixed processing fee of $3:
- the daily price is the payment divided by the length of the period it covers (30 days for a monthly placement, 365 for a yearly one, the full term for a buyout);
- every full day between the payment and the request is deducted at that daily price; the day in progress is not counted;
- $3 is deducted once — this is what the payment provider keeps when money is sent back;
- if what remains is zero or less, there is nothing to refund and the request cannot be made.
Example: a monthly spot for $30 paid five days ago. Five days cost $5, the fee is $3, so $22 comes back.
What happens to the spot
A refunded placement is cancelled and its cells go back on sale immediately. If the banner was live, it stops being shown.
Before the banner goes live
If the banner has not been published yet, the same rules apply — the days are simply not there yet, so only the $3 fee is deducted.
If we decline the banner
If moderation declines the banner and you do not want to replace it, the payment is refunded in full, without the fee and without the days deducted.
If we are at fault
If the site was unavailable, or a placement was hidden through our mistake, for more than 24 hours in a month, we extend the placement by the lost time or refund that part of the payment — your choice, and the 10-day window does not apply.
If the rules were broken
A placement removed because the banner or its destination broke the Content and advertising policy or the Copyright and trademark policy is not refunded. If we later find the removal was our mistake, we restore the placement, extend it by the time it was offline or refund it.
How refunds are paid
A refund always goes back to the payment method that paid, through the provider that took the money — we cannot send it anywhere else. For card payments that is Dodo Payments, our merchant of record; for PayPal payments, PayPal. We approve or decline a request within 5 business days and instruct the provider the same day. How long the money then takes to arrive depends on the provider and on your bank.
Chargebacks
If something went wrong, writing to us is faster than opening a dispute with your bank. Disputes on card payments are handled by Dodo Payments as merchant of record; we supply the request, the payment and the moderation history in support of the answer. Placements bound to a disputed payment are paused until the dispute is resolved.