At AdNexa ("AdNexa," "we," "our," or "us"), we strive to provide transparent and reliable advertising services to both advertisers and publishers. This Refund Policy explains the conditions under which refunds may be requested and processed.
By using our platform, you agree to this Refund Policy.
Table of Contents
1 General Policy
Advertising services involve real-time campaign delivery and publisher payments. Once advertising impressions, clicks, or other services have been delivered, those services generally cannot be reversed.
For this reason, refunds are provided only in limited circumstances and at AdNexa's discretion, except where applicable law requires otherwise.
2 Eligible Refunds
Refund requests may be considered if:
- A duplicate payment was made due to a technical error
- Funds were added to an account but no advertising services have been used
- A campaign could not be launched because of a verified platform issue
- An incorrect charge occurred due to a system error
- A payment was processed incorrectly because of a verified billing issue
Each request will be reviewed individually. Submitting a refund request does not guarantee approval.
3 Non-Refundable Situations
Refunds will generally not be issued for:
- Advertising campaigns that have already started or been delivered
- Impressions, clicks, conversions, or other completed advertising services
- Campaign performance that does not meet your business expectations
- Incorrect campaign settings selected by the advertiser
- Budget depletion resulting from campaign delivery
- Policy violations
- Account suspension due to violations of our Terms & Conditions
- Fraudulent or abusive activity
- Chargebacks made without first contacting AdNexa for resolution
4 Account Balance Refunds
Unused account balances may be eligible for a refund if:
- The funds have not been used for advertising
- No fraudulent activity is detected
- The account complies with all applicable policies
- The refund request is approved after review
Processing fees charged by payment providers may be deducted where permitted by law.
5 Publisher Earnings
Publisher earnings are not considered refunds. Publisher payments are subject to:
- Meeting the minimum payment threshold
- Successful traffic verification
- Compliance with all AdNexa policies
- Completion of any required identity or payment verification
Earnings generated through invalid traffic, fraudulent activity, policy violations, or prohibited practices may be adjusted, withheld, or cancelled.
6 Invalid Traffic
AdNexa actively monitors traffic quality to protect advertisers and maintain a healthy advertising ecosystem. Refunds, payment reversals, or earnings adjustments may occur if activity is determined to involve:
- Invalid traffic or automated traffic
- Bot activity
- Click fraud or impression fraud
- Artificial engagement
- Manipulated advertising performance
AdNexa's determination will be based on its internal review and available evidence, subject to applicable law.
7 Refund Request Process
To request a refund, users should contact our support team and provide:
- Account ID or registered email address
- Transaction ID
- Payment date
- Amount paid
- Reason for the refund request
- Any supporting documentation that may assist our review
Incomplete requests may take longer to process.
8 Refund Review
All refund requests are reviewed individually. Approval depends on:
- Account history
- Payment verification
- Campaign activity
- Compliance with platform policies
- Results of any fraud or security review
Submitting a request does not guarantee approval.
9 Refund Method
Approved refunds will generally be returned using the original payment method whenever reasonably possible. If the original payment method is unavailable, AdNexa may use another appropriate method in accordance with applicable laws and payment provider requirements.
10 Processing Time
If a refund is approved, we will initiate processing as soon as reasonably practicable. The time required for funds to appear in your account depends on your payment provider, financial institution, and payment method.
11 Chargebacks
Before initiating a chargeback with your payment provider, we encourage you to contact AdNexa so we can investigate and attempt to resolve the issue.
Fraudulent or abusive chargebacks may result in account suspension, termination, or other appropriate action where permitted by law.
12 Changes to This Refund Policy
AdNexa may update this Refund Policy from time to time. Any changes will become effective when published on our website unless otherwise stated. Continued use of our services after changes are published constitutes acceptance of the revised Refund Policy.
13 Contact Us
If you have any questions regarding this Refund Policy or would like to request a refund, please contact our support team using the contact information available on our website.