Refund Policy

LuxAccs rents out agency ad accounts (Facebook, Google Ads, TikTok, Criteo, Moloco, MediaGo, Outbrain, Taboola, DV360, The Trade Desk): the client pays a commission on every budget top-up, while the account itself remains managed by us. This policy explains when a paid commission is refunded and how the account-replacement guarantee works.

Account-replacement guarantee

If a rented account gets banned through no fault of the client, within the period agreed at onboarding, we replace it with a working one free of charge, with no new connection fee. The exact terms and length of the guarantee are confirmed by your manager when the account is set up for your vertical.

When a refund applies

• The account was not delivered within the agreed timeframe due to our fault.
• A technical error on our side prevented the campaign from launching before any budget was spent.
• The commission was charged twice because of a technical glitch (duplicate payment).
• The account turned out to be non-functional on the very first attempt to use it, before any budget was spent.

When a refund does not apply

• The budget has already been spent on ad delivery — this pays for the access to the ad account that was actually provided.
• The account was banned because the client violated the agreed usage terms (for example, running a different vertical than declared, or a clear violation of platform policy the client was warned about).
• The client shared account access with third parties or broke agreed account-security rules.
• The refund is requested simply because the client changed their mind after the campaign was already running successfully.

How to request a refund

Message us on Telegram or email [email protected] with your order or payment date, the platform, and a short description of the issue. Screenshots of the ad account speed up the review.

Review timeframe

We review refund requests within 24–48 hours. Once approved, the refund is issued to the original payment method within 3–10 business days, depending on the payment provider and your bank.

Disputed cases

If a request cannot be resolved directly, we offer to jointly review the account logs and screenshots to fairly establish the cause of the ban or failure before making a final decision.

Changes to this policy

We may update the terms of this policy as the service evolves. The current version is always available on this page, with the update date shown at the top.

Contact

For refund or guarantee questions, contact us at [email protected] or on Telegram — the same channel used for requests.