Refund and Order Cancellation Policy

1.1. Terms not defined in these Refund Terms shall have the meanings assigned to them in the Votway Terms of Service.

1.2. The Service provides digital SMM services remotely via the internet. No physical delivery of goods is made.

1.3. The User's balance is an internal method of recording advance payments for the Services and is not a bank account, electronic wallet, electronic money, payment instrument, or money storage service.

1.4. Payment Aggregator means a bank, payment service, payment system, processing centre, or other third party that facilitates payment acceptance, refunds, anti-fraud checks, and other payment operations. Such parties may include YooKassa, where connected, and other payment partners.

1.5. Service Description means the information shown on a page, card, order form, or other section of the Website specifying the price, estimated timeframes, start time, restrictions, warranty terms, cancellation availability, and other features of the relevant Service.

1.6. A warranty, warranty refill, restoration, or replacement is provided only where it is expressly stated in the description of the relevant Service.

1.7. If a warranty, warranty refill, restoration, or replacement is not stated in the Service Description, no such warranty is provided.

2.1. A refund is not automatic and shall be made only where there are grounds provided by these Refund Terms, the Terms of Service, the description of the relevant Service, or mandatory law.

2.2. When reviewing a refund request, the Contractor may consider the Order status, the extent to which the Service has actually been performed, Website data, data from the payment aggregator, partners and contractors, technical logs, screenshots, publicly available indicators of the social platform, and other information enabling the request to be verified.

2.3. If an Order has already been sent for processing, launched, partially completed, or is being performed through external technical systems, cancellation of the Order and a full refund are not guaranteed.

2.4. After performance of an Order has begun, a refund may be made only for the unperformed part of the Service and taking into account the part already performed, fees and expenses of payment systems, banks, aggregators, partners, contractors, and other expenses actually incurred by the Contractor, unless otherwise required by mandatory law.

2.5. When refunding funds for a paid Order, the Contractor may take into account the value of the part of the Service actually performed, fees charged by banks, payment systems, payment aggregators, expenses of partners and contractors, and other expenses actually incurred by the Contractor, where such deductions are permitted by applicable law and the rules of the relevant payment aggregator.

2.6. Estimated start times, performance speed, approximate statistics, Order status, and other technical indicators are indicative unless the description of the relevant Service expressly states otherwise.

2.7. The Service does not guarantee any commercial effect, increased sales, growth of a real audience, absence of drops, absence of complaints, absence of sanctions by a social platform, unchanged statistics, or indefinite preservation of the result.

3.1. The User may request a refund in the following cases:

• the Order was not accepted by the Service and was not sent for processing;
• the User requested cancellation before the Order was sent for processing and cancellation is technically possible;
• the Service was not provided for reasons attributable to the Service, a partner, or a contractor, and the Service cannot offer a technically reasonable method of performance, replacement, restart, or another settlement option;
• the Order was partially completed and the unperformed part can be reliably determined using data from the Website, partner, contractor, or social platform;
• the User requests a refund of the unused balance of an advance payment, provided no Orders were placed against that amount, performance of the Services has not begun, and none of the restrictions set out in these Refund Terms apply;
• the refund is expressly provided by the description of the relevant Service, the Terms of Service, these Refund Terms, or mandatory law.

3.2. At the Contractor's discretion and subject to technical availability, the User may be offered one of the following settlement options: refund to the balance, refund to the original payment method, replacement of the Service, restart of the Order, warranty refill, or another lawful solution.

3.3. If an Order cannot be performed for technical reasons on the side of the Service or a partner, the Contractor may first offer to restart the Order, replace the Service, or return the funds to the balance. A refund to the original payment method shall be made where technically possible and where grounds for such refund exist.

4.1. A refund shall not be granted or may be reduced in the following cases:

• the Service has already been performed in accordance with the Service Description and the Order terms;
• the Order has been sent for processing, launched, is being performed automatically or through external technical systems, and cancellation is technically impossible;
• the Order was not performed or was not fully performed due to a User error, including an incorrect link, category, tariff, quantity, region, parameters, an unsuitable type of Promotion Target, or other incorrect data;
• if the User provides an incorrect link, an incorrect Promotion Target, or other information required to perform the Order, such Order may be considered performed if the Contractor or a partner has started providing the Service based on the information provided by the User;
• the Promotion Target was deleted, renamed, closed, blocked, made private, restricted by privacy settings, had its link changed, or otherwise became unavailable for performance of the Service;
• the User simultaneously ordered similar services from other providers or through other Votway Orders for the same Promotion Target, making it impossible to determine the result, drops, statistics, or degree of completion accurately;
• the issue arose due to actions of the social platform, including drops, unsubscribes, removal of reactions, changes to counters, hidden statistics, algorithm changes, moderation, complaints, blocking, restrictions, shadow bans, or other sanctions imposed by the social platform;
• the Service Description states that no warranty, warranty refill, or restoration is provided, or no warranty is stated at all;
• the User breached the Terms of Service, these Refund Terms, the rules of the social platform, payment system requirements, or applicable law;
• the Order relates to prohibited content, prohibited activities, suspicious activity, abuse of refunds, unfounded disputes, chargebacks, or use of another person's payment instrument;
• the User failed to provide information necessary to verify the request or provided inaccurate, incomplete, or contradictory information;
• the amount was credited as a bonus, promo code, discount, affiliate credit, or other notional unit that is not money.

4.2. Where a full refund is not possible, the Contractor may offer a partial settlement within the value of the unperformed part of the Service or another solution that does not conflict with applicable law.

4.3. Nothing in this section limits the User's rights to the extent that such rights cannot be limited under mandatory law.

5.1. Cancellation of an active Order is not guaranteed.

5.2. Cancellation availability depends on the type of Service, Order status, technical routing, processing stage, the rules of a partner or contractor, and whether the Service has already actually begun or been performed.

5.3. If the Website provides a cancellation button or the Service Description states that cancellation is available, the User may use that function. Submission of a cancellation request does not automatically stop performance of the Order and does not guarantee a full refund.

5.4. If cancellation is technically possible, the Contractor may return to the balance or to the original payment method the value of the unperformed part of the Service, taking into account the part already performed, fees, expenses of payment systems, banks, aggregators, partners, contractors, and other expenses actually incurred.

5.5. If cancellation is technically impossible, the Order shall continue to be performed and no refund shall be made, except where expressly required by mandatory law.

6.1. A warranty is provided only for Services whose descriptions expressly provide for a warranty, warranty refill, restoration, or replacement.

6.2. A warranty applies only within the period, scope, and conditions specified in the description of the relevant Service.

6.3. If the Service Description states "no warranty", "no refill", or "no restoration", or does not state a warranty, claims relating to drops, unsubscribes, removed reactions, changes in statistics, and similar consequences shall not constitute grounds for a refund, compensation, or warranty refill.

6.4. The warranty shall not apply where the issue arose due to the User's actions, a changed link, deletion or closure of the Promotion Target, hidden statistics, ordering similar services from other providers, breach of the social platform's rules, complaints, blocking, restrictions, or other circumstances beyond the Contractor's control.

6.5. To submit a warranty claim, the User must provide the Order number, link to the Promotion Target, description of the issue, and any other information required for verification.

7.1. Funds recorded on the balance are intended for payment for Services on the Website.

7.2. Funds are not withdrawn from the balance except in cases involving a refund of unused advance payment as provided by these Refund Terms, the Terms of Service, or mandatory law.

7.3. The User may request a refund of an unused advance-payment balance if no Orders were placed against the relevant amount, performance of Services has not begun, and there are no disputed transactions, anti-fraud checks, chargebacks, technical restrictions, or other grounds for withholding or suspending the refund.

7.4. When refunding an unused advance-payment balance, the Contractor may take into account bank, payment system, and aggregator fees, payment-processing and refund expenses, and other expenses actually incurred by the Contractor, where such deductions are permitted by applicable law and the payment aggregator's rules.

7.5. Bonuses, promo codes, discounts, affiliate credits, and other notional units are not money, are not withdrawable, and may be used only in the manner stated on the Website.

8.1. A request for a refund or Order cancellation must be submitted through the Service's support channel or by email to votway@mail.ru.

8.2. To review the request, the User must provide: the account username or email address, Order number, payment date, payment amount, payment method, link to the Promotion Target, description of the reason for the request, and preferred method of settlement.

8.3. The Contractor may request additional information, screenshots, payment identifiers, confirmation of access to the account, confirmation of the right to use the relevant payment instrument, or other information required to verify the request and prevent fraud, chargebacks, or disputed transactions.

8.4. The request must be submitted from the account or email address used to place the Order or make the payment, or must contain sufficient information to identify the User, Order, and payment.

8.5. The Contractor may refrain from reviewing the request until the User provides the information required to identify the Order, payment, and reason for the request.

8.6. The User may submit a request for a refund or Order cancellation within 14 calendar days from the date of payment for the Order, unless another period is specified in the description of the relevant Service, the Order terms, or mandatory law. The possibility of a refund shall be determined based on the Order status, the actual scope of the Service performed, the conditions of the relevant Service, and these Refund Terms.

8.7. Requests containing threats, insults, spam, repeated mass messages, knowingly false information, or demands to perform unlawful acts may be left unreviewed until a proper request is submitted.

9.1. The standard period for reviewing a refund request is up to 10 business days from receipt of all information required to verify it.

9.2. If the request requires verification by a payment aggregator, bank, anti-fraud system, partner, contractor, technical logs, a disputed transaction, or a chargeback, the review period may be extended to 30 calendar days or to the period required by the relevant third party.

9.3. After a decision to issue a refund has been made, the Contractor shall process the refund within up to 30 calendar days, unless another period is established by mandatory law, the rules of the payment aggregator, the bank, or the payment system.

9.4. Where mandatory law requires another refund period, that mandatory period shall apply.

9.5. The time required for the money to reach the User depends on the bank, payment system, payment aggregator, payment method, the rules of the relevant payment instrument, and technical restrictions.

9.6. The Contractor shall not be responsible for delays by banks, payment aggregators, payment systems, anti-fraud checks, holds, sanctions restrictions, incorrect payment details, technical failures, or actions of third parties.

10.1. A refund to the original payment method shall be made only where technically possible through the payment aggregator, bank, and payment system.

10.2. If payment was made through a payment aggregator, including YooKassa where connected, a refund may be made through a merchant account, API, payment order, or another method supported by the relevant payment aggregator.

10.3. Depending on the payment method, a refund may be full or partial. The availability of a partial refund depends on the rules of the payment aggregator, payment system, bank, and the specific payment method.

10.4. If a refund to the original payment method is impossible, the Contractor may offer a refund to the balance or another lawful settlement method.

10.5. A refund may not be made to arbitrary details belonging to a third party where doing so creates a risk of fraud or breach of payment-system rules, anti-fraud requirements, tax, accounting, or other applicable law.

10.6. Bank, payment system, and aggregator fees, the cost of the part of the Service already performed, partner and contractor expenses, and other expenses actually incurred may be deducted from the refund where permitted by applicable law and the payment aggregator's rules.

10.7. If a payment aggregator, bank, or payment system refuses a refund, imposes technical restrictions, requires additional verification, or applies special refund rules, the Contractor may act in accordance with those rules and notify the User of the available settlement method.

10.8. Refunds shall be made using the same payment method used by the User for the original payment, unless another method is required or permitted by the rules of the payment aggregator, bank, payment system, or mandatory law.

11.1. The User must first contact the Service's support team to resolve any issue relating to an Order, payment, or refund.

11.2. Filing an unfounded chargeback, bank dispute, payment cancellation request, or complaint after actually receiving the Service may be treated as a breach of the Terms of Service and these Refund Terms.

11.3. Upon receiving a chargeback, bank dispute, complaint from a payment aggregator, suspicion of fraud, or evidence that another person's payment instrument has been used, the Contractor may suspend Orders, restrict access to the account, restrict balance transactions, request additional information, and provide information to a payment aggregator, bank, or authorised authorities where permitted by law.

11.4. The User must reimburse the Contractor for fees, penalties, claim-review expenses, payment-system expenses, partner expenses, legal expenses, and other losses arising from the User's unlawful conduct, to the extent permitted by applicable law.

12.1. When verifying performance of an Order and reviewing a refund, the Contractor may use Website data, data from the payment aggregator, partners and contractors, publicly available social-platform indicators, screenshots, logs, Order statuses, support requests, and other technical information.

12.2. Order statuses, internal indicators, performance speed, and statistics may be updated with a delay. Such delay alone is not grounds for a refund where the Service is actually being performed or has been performed.

12.3. The Parties shall seek to settle disputes through the support service. Before applying to a court or authorised authority, the User shall submit a claim describing the circumstances, Order number, amount, evidence, and preferred resolution, where such pre-trial procedure is permitted by applicable law.

12.4. Nothing in these Refund Terms limits the User's rights to the extent that such rights cannot be limited under mandatory law.

13.1. To review a refund request, cancel an Order, conduct an anti-fraud check, process a disputed transaction, and maintain accounting and legal records, the Contractor may process data relating to the User, payment, Order, account, device, IP address, support request, and other technical information.

13.2. Personal data shall be processed in accordance with the Votway Privacy Policy.

13.3. The Contractor may disclose information relating to the refund, payment, Order, and account to payment aggregators, banks, payment systems, partners, contractors, hosting providers, analytics services, legal advisers, and authorised authorities where necessary to review the request, issue the refund, protect the Contractor's rights, or comply with legal requirements.

14.1. The Contractor may amend these Refund Terms unilaterally. A new version shall take effect upon publication on the Website unless it specifies another effective date.

14.2. The terms applicable to a specific paid Order shall be those in force at the time of payment, unless amendments are required by mandatory law, payment systems, security requirements, or technical necessity.

14.3. If any provision of these Refund Terms is held invalid or unenforceable, this shall not affect the validity of the remaining provisions.

14.4. The current version of these Refund Terms shall be published on the Website and shall be available to the User before an Order is placed and Services are paid for.

14.5. For refund, Order cancellation, and claim-related matters, the User may contact the Service's support team or use the Contractor's contact details specified in Section 15 of these Refund Terms.

15.1. The Contractor under these Refund Terms is:

Contractor

an individual payer of professional income tax carrying out independent professional activities in accordance with the procedure established by the laws of the Republic of Belarus.

Contact email

votway@mail.ru

Website

votway.com

15.2. User requests concerning personal data processing, operation of the Service, Orders, payments, refunds, claims, and other matters shall be submitted to the specified email address or through the support service on the Website.

15.3. The Contractor's passport details, bank card details, personal documents, bank account numbers, and other information not required to be published shall not be disclosed on the Website.

15.4. Additional information may be provided to payment aggregators, banks, public authorities, and other authorised persons in the cases and in accordance with the procedure provided by law, payment-system rules, these Refund Terms, and the Privacy Policy.