Refund Policy
1 · Before work starts
Changed your mind after paying but before your campaign has started (nothing published, no boost started, no Viral production begun)? WhatsApp us — full refund, no questions.
2 · Viral Mode: if the film is not right
Viral Mode only: the film is rendered from exactly what you picked in the builder — your template, your ambassador, your product photo — and credits are only spent when you confirm. If it arrives wrong or damaged — not what the builder showed, a broken file — WhatsApp us: we re-render it free or return the credits in full. A completed, correctly delivered render is spent on a change of mind (rule 5) — so look everything over before you confirm; the builder shows you all of it first. (Voucher packages have no render stage — you design in the builder yourself, so rule 1 or 3 applies.)
3 · The guarantee case
Views below the guaranteed count at campaign end? Our first remedy is the one we promise everywhere: your campaign keeps running and keeps being pushed, free, until the count is reached. If we can't get you there in a reasonable further period, we'll refund in proportion to the shortfall.
4 · If we can't deliver at all
If we can't run your campaign — we decline your business category, we can't deliver your Viral commercial, or a failure on our side stops delivery — you get a full refund.
5 · Credits
Voucher boosts are paid by card, once, at the price shown when you buy — no credits involved there. A card refund goes back to the card. Swipe Voucher accounts and credits are open: Viral Mode commercials and Asset Library purchases are paid with credits from your account, and these rules govern them (they also cover the small number of boosts bought with credit on 14–15 August 2026):
- Credits you buy do not expire. Buy them now, spend them next Raya. Nothing you paid for runs down while you are not using it, and that is true whether or not you are on a plan. Free has no monthly fee. The credits that come WITH a plan work differently, and the difference is stated here rather than in small print: plan credits are for that month and do not carry over. Your balance is spent from the plan's credits first, so what lapses is used before what does not. Cancelling a plan does not touch the credits you bought.
- Credits are not exchanged back for cash on a change of mind. They stay in your account and buy any paid thing we offer.
- If we cannot deliver, you are not out of pocket. Rules 1, 3 and 4 above apply exactly the same when you paid in credits — the credits go straight back into your account, in full, and you can spend them on something else or on the same thing later. If the failure was ours and you would rather have the money, ask us: rule 4 is a refund, and we honour it.
- If a render is charged but the film never arrives — the engine fails after you confirm, say — the credits are returned automatically and both movements are listed in your account.
6 · How refunds are paid
Money paid by card goes back through Stripe to your original payment method, usually within 5–10 business days of confirmation. Anything paid with credits is returned as credits to your account, where you can see it immediately. Ask via WhatsApp +60 11-1797 1289 with your payment receipt or reference.