Order never started
If delivery hasn't begun within 24 hours of payment confirmation, you get a full refund automatically.
Full refundOrder didn't deliver? Numbers came in short? You're protected. Here's exactly when refunds apply, how to request one, and what to expect.
Full refund to your original payment method. No questions asked beyond order ID + email.
EU consumer law: cancel within 14 days. Note: digital services already delivered cannot be reversed once you've used them.
If delivery hasn't begun within 24 hours of payment confirmation, you get a full refund automatically.
Full refundIf your target account went private, was deleted, or username changed before delivery — we refund the unfulfilled portion.
Pro-rata refundIf numbers drop within the warranty window AND we can't process the refill (rare), we refund the corresponding amount.
Partial refundEU consumer law guarantee: cancel within 14 days of payment, before the service has been substantially delivered.
Statutory rightOnce delivery is finished, the service has been rendered. Drops in this case fall under the refill warranty, not refund.
Use refillOutside the 14-day withdrawal window AND after delivery has begun, change-of-mind refunds aren't possible — the service is digital and partially consumed.
Not eligibleSend a short message via support@socialfy24.com or live chat. Include your Order ID + reason.
Our team checks the order status against the eligibility rules. Most cases reviewed within an hour during business hours.
You get a clear yes/no with the reasoning. If approved, we tell you the refund amount and timeline.
Refund processed to your original payment method within 14 days — usually 1–5 business days for cards, instant for wallet credit.
We don't charge any fees for refunds. The refunded amount equals what you paid, minus payment processor fees only if your bank/network deducts them on the inbound (rare).
You have the right to cancel this contract within fourteen days without giving any reasons.
The withdrawal period is fourteen days from the day on which the contract was concluded (for digital services), or — for goods — the day on which you or a third party named by you (other than the carrier) take possession of the items.
To exercise your right of withdrawal, you must inform us via a clear declaration (e.g. by post, e-mail, or live chat) of your decision to cancel this contract.
Send a clear cancellation request including your Order ID and billing email to:
Sending the cancellation notification before the deadline expires is sufficient to comply with the deadline.
If you cancel this contract, we will refund all payments received from you, including delivery costs (with the exception of any additional costs arising from your choice of a delivery method other than the standard delivery offered by us), without delay and at the latest within fourteen days from the day on which we received notification of your cancellation.
For repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise. You will not be charged any fees for this repayment.
Per § 356 BGB and EU Directive 2011/83/EU Art. 16(m): the right of withdrawal expires for digital services that have been completely performed if execution began with your express prior consent and you acknowledged that you would lose the right of withdrawal upon full performance.
What this means for SMM services: if your order has been substantially delivered (e.g. likes/followers/views have started arriving), the contract is considered partially performed. The non-performed portion remains refundable; the performed portion does not.
For drops in numbers after delivery, see our refill warranty instead — refills are automatic for up to 364 days on selected services.
For physical goods (rare — most of our offerings are digital), you must return or hand over the goods to us promptly and in any case no later than fourteen days from the day on which you notify us of the cancellation.
You bear the direct costs of returning the goods. You only have to pay for any loss in value of the goods if this loss in value is due to handling that is not necessary for testing the nature, characteristics, and functioning of the goods.
We may withhold reimbursement until we have received the goods back, or until you have provided evidence of having returned them — whichever is earlier.
If you have an issue, please contact us before initiating a chargeback. Most cases are resolved within hours. Unjustified chargebacks (filed when our refund/refill rules cover the case) may result in account restriction.
If your bank initiates a dispute we'll provide order delivery proof — including timestamps, IP-anonymized session logs, and provider AOI records.
One message and we'll review your case. Most refund decisions delivered within an hour during business hours. Have your Order ID ready.
© 2026 Socialfy24 · JEM-Marketingmanagement · Last updated May 21, 2026
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