Refund Policy

1. Summary

• Unused balance can be refunded to your original payment method on request within 14 days of the top-up.
• Orders that were never delivered are refunded in full to your balance automatically or on request; partially delivered orders are refunded for the undelivered quantity.
• Completed orders are not refundable, because the service has been performed in full.
• Refunds to a card go back to the same card used to pay; we cannot pay refunds to a different card, account or person.

2. Balance Top-Ups

Funds you add to your account are held as a prepaid balance that can only be spent on Services on the Platform. If you change your mind, you may ask us to refund any balance that has not yet been spent, within 14 days of the payment. Balance that has been used to place orders is subject to Section 3 instead. Balance credited to you as a goodwill gesture, promotional credit, or as compensation for a failed order is not eligible for a cash refund.

Top-ups made by bank transfer or other manual methods are only refundable once the funds have actually arrived and been credited; we will return them to the same bank account they came from.

3. Orders

A refund to your balance will be issued where:

• the ordered Service was unavailable and could not be delivered at all;
• only part of the ordered quantity was delivered (Partial status) — for the undelivered portion only;
• you were charged twice for the same order because of a technical error; or
• a verified processing or platform fault on our side prevented delivery.

A refund will not be issued where:

• you supplied an incorrect link, username, or quantity;
• the target account, page, or post was private, deleted, or restricted after ordering;
• the order already reached Completed status;
• the delivered quantity later dropped because of the social platform's moderation or algorithm changes — where the Service carried a refill guarantee, claim the refill within its stated window instead;
• you ran the same target through another provider at the same time, changed the username or privacy settings during delivery, or otherwise breached the Terms.

Orders can be cancelled only while they are still Pending (not yet sent to fulfilment). Once an order is In Progress it can no longer be cancelled, but you remain protected by the Partial-delivery rule above.

4. EU 14-Day Right of Withdrawal

If you are a consumer resident in the European Union or the European Economic Area, you have a statutory right to withdraw from a distance contract within 14 days without giving any reason, under Directive 2011/83/EU on consumer rights as transposed in Cyprus by the Consumer Rights Law of 2013 (Law 133(I)/2013) and the equivalent law of your own country. This right applies in addition to, and is not limited by, the rest of this Policy.

• Balance top-ups: the withdrawal period runs for 14 days from the day of the payment. If you withdraw, we reimburse the balance that has not yet been spent on orders. Balance already used for orders is treated as a service you asked us to perform during the withdrawal period, and only the amount proportionate to what has been delivered is retained (Article 14(3) of the Directive).
• Orders: when you place an order you expressly request that we start performing the service immediately, within the withdrawal period, and you acknowledge that once the service has been fully performed (order status Completed) you lose the right of withdrawal (Article 16(a)). If you withdraw while an order is only partly performed, you pay only for the part delivered and the rest is refunded.
• How to withdraw: send us an unequivocal statement of your decision — an email to support@socialswick.com is enough. You may use the model form below but you do not have to. Sending the statement before the 14-day period ends is sufficient to meet the deadline.
• Reimbursement: we reimburse you without undue delay and in any event no later than 14 days from the day we receive your withdrawal statement, using the same means of payment you used for the original transaction, without any fee.

Nothing in this Policy affects your statutory rights under EU or national consumer law, including your rights where a service is not provided with reasonable care and skill.

5. How to Request a Refund

Email support@socialswick.com from the address registered on your account and include: the Order ID (for order refunds) or the top-up date, amount and payment method (for balance refunds), and a short description of the problem. We acknowledge requests within 2 business days and decide most cases within 5 business days. Investigations involving our fulfilment provider may take a little longer, but any refund due is always paid within the 14-day deadline in Section 4.

6. How Refunds Are Paid

• Order refunds are credited to your account balance immediately, so you can reorder or request a payout under Section 2 if the balance is unused.
• Card payments (Viva Wallet, Stripe) are refunded to the original card through the same payment provider, no later than 14 days after we receive your request. Depending on your bank, the money then appears on your statement within 3–10 business days.
• Bank transfers are returned to the originating account, no later than 14 days after we receive your request.
• We refund the full amount paid; we do not deduct our own fees. Currency conversion differences or fees charged by your bank or card issuer are outside our control.

7. Chargebacks & Disputes

Please contact us before disputing a charge with your bank — almost every issue can be resolved faster through this Policy. Opening a chargeback for a payment whose services have already been delivered, in whole or in part, is treated as a breach of the Terms: the account is suspended while the dispute is open, any remaining balance is frozen, and we will provide the payment provider with our delivery records.

8. Contact

TKOCY LTD, registration number HE399700, VAT CY10399700T, Kiriakou Matsi 9, 4712 Limassol, Cyprus. support@socialswick.com. EU consumers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.