Refund Policy

17. Refund Policy

17.1 Advertising Credit is purchased for use, not withdrawal. Payments are converted into Advertising Credit for purchasing the Service. Advertising Credit is non-refundable except in the specific cases expressly stated in this Section or where applicable law requires otherwise.

17.2 Performance is never a refund ground. Campaign performance, conversion rate, return on advertising spend, user quality, retention, audience quality, the level of Invalid Traffic, auction conditions, or dissatisfaction with results does not create a refund right.

17.3 Client-side issues are not refundable. No refund is provided where a Campaign is delayed, rejected, paused, restricted, or unable to launch because of the Advertiser's act or omission, including non-compliance with advertising policies; prohibited or unlicensed activity; insufficient, defective, late, or rejected Creatives; an unavailable or non-compliant destination; missing approvals, instructions, documentation, consent, tracking, or technical integration; a change in the Advertiser's plans; or insufficient cooperation.

17.4 Closure and discretionary refund review. The following rules apply:

• (a) Termination, Account closure, a change of plans, or an Advertiser-side tracking, approval, integration, funding, or operational delay does not create a refund right.
• (b) An Advertiser in good standing may submit a request for a discretionary closure refund only after at least 35% of the total paid Advertising Credit purchased by that Advertiser has been consumed through delivered media and earned Fees.
• (c) Submission of a request does not create a right to redemption or refund. Blockchain-Ads may approve or reject the request in its discretion after considering compliance status, payment risk, delivered media, earned Fees, and non-cancellable commitments.
• (d) Blockchain-Ads may waive the 35% threshold only in exceptional circumstances. A waiver is case-specific and does not establish a practice, precedent, or entitlement for that Advertiser or any other person.
• (e) If Blockchain-Ads terminates under Section 12.1 without cause and the Advertiser is not in breach and is not subject to a compliance, sanctions, fraud, payment, ownership, or security investigation, Blockchain-Ads will refund the eligible unused paid Advertising Credit calculated under Section 17.8.
• (f) This Section does not limit Sections 17.5 to 17.7 or a refund required by law.

17.5 Undelivered advertising spend caused by Blockchain-Ads. If a verified failure of systems controlled by Blockchain-Ads prevents delivery of an affected Campaign, Blockchain-Ads may restore the undelivered affected amount as paid Advertising Credit. If Blockchain-Ads determines that it cannot provide the affected Service within a commercially reasonable period, the Advertiser may request a refund of the eligible unused paid Advertising Credit allocated to that affected Service. A Supply Partner outage, lack of eligible Inventory, failure to win an auction, third-party service failure, or force majeure event is not a Blockchain-Ads system failure.

17.6 Material written misrepresentation. If Blockchain-Ads materially misrepresented the nature of a purchased Service in a written Order, the Advertiser must submit a substantiated claim within five business days after the affected Campaign starts. A forecast, benchmark, case study, audience estimate, expected result, sales discussion, or statement not expressly included in the Order is not a representation for this Section. If the claim is validated, Blockchain-Ads may correct the Service or approve a proportionate refund of the eligible unused paid Advertising Credit directly affected by the misrepresentation. No refund is available for Campaign performance.

17.7 Payment errors. A duplicate transfer, wrong amount, unsupported asset or network, or suspected unauthorised payment must be reported within 30 days after payment. A refund or recovery is available only to the extent the payment is identified, remains unused, and is technically and legally recoverable.

17.8 Eligible amount and deductions. A refund applies only to unused Advertising Credit created by an actual cleared payment from the Advertiser. Promotional, bonus, goodwill, service, or adjustment credit has no refundable cash value. The eligible amount is calculated using Blockchain-Ads' reporting and ledger systems after deducting delivered media, earned Fees, authorised non-cancellable Supply Partner commitments, chargebacks, reversals, shortfalls, amounts due, and documented third-party return costs. The limits in Section 16.5 apply.

17.9 Compliance exclusions and holds. No refund is due while a sanctions, fraud, anti-money-laundering, ownership, payment, security, licensing, or compliance investigation is reasonably pending, or where payment is prohibited by law. A material breach by the Advertiser makes the balance non-refundable except to the extent applicable law requires otherwise, after reconciliation of delivered Services, commitments, losses, and amounts due.

17.10 Request and verification. A refund request must be sent from the authorised Account email to support@blockchain-ads.com, state the applicable ground, and include information reasonably requested to verify authority, beneficial ownership, payment source, and eligibility.

17.11 Payment method. An approved refund will ordinarily be returned to the original payment source. If that route is unavailable or prohibited, Blockchain-Ads may use another lawful destination verified as owned and controlled by the Advertiser. For cryptocurrency, the refund is calculated from the USD amount approved using the disclosed conversion rate at the time of refund, not the original number of tokens.

17.12 Determination and timing. Blockchain-Ads will normally issue its written determination within 10 business days after receiving a complete request. A complex compliance, processor, or Supply Partner investigation may take longer. Approval does not control the processing time of a bank, blockchain network, or payment provider. An unresolved dispute is governed by Section 15.