01 Introduction
This Refund Policy explains how PrimeX.io handles payments, when a refund can be considered, and how we resolve issues related to orders placed through our Social Media Marketing (SMM) panel. Its purpose is to give you a clear, upfront understanding of your options before you add funds or place an order, so there are no surprises later.
We take customer payment protection seriously. Every deposit and order is logged against your account, and every refund request is reviewed against the same consistent criteria described in this policy, rather than decided case-by-case at random. This means two customers in the same situation can expect the same outcome.
Refund decisions are handled by our support and billing team, who review the order or payment record, the delivery status reported by our providers, and the specific criteria in this policy before approving, partially approving, or declining a request. This policy should be read together with our Terms & Conditions, which also governs orders and payments more broadly.
02 Payment Policy
Depending on your region and what is enabled on the platform, PrimeX.io accepts payments through supported payment gateways as well as manual/local payment methods (such as UPI or bank transfer with a submitted payment reference). Available methods are shown to you at the time you add funds.
Gateway payments are confirmed automatically once the provider reports a successful transaction. Manual payments are confirmed once you submit the required reference or proof of payment and our team verifies it against the amount received. In both cases, a confirmed payment credits your PrimeX.io account balance, which you then use to place orders — we do not charge your payment method directly per order.
We do not store full card numbers, CVV codes, UPI PINs, or online banking credentials on our servers. Card and bank-level payment details are handled directly by our licensed payment processors under their own security standards (such as PCI-DSS, where applicable); we only receive the transaction status and reference needed to credit your balance.
03 Digital Service Policy
The services offered on PrimeX.io — such as followers, views, likes, and other engagement — are digital products, not physical goods. Once your balance is confirmed and you submit an order, it is queued and routed to the relevant provider automatically, and processing typically begins within moments, not days.
Because delivery starts automatically and immediately, and because value is consumed by our upstream providers the moment work begins on your order, digital services of this kind cannot be "returned" the way a physical product can. This is why refunds for digital services are necessarily limited to specific situations described in Refund Eligibility, rather than offered simply on request after delivery has occurred.
04 Refund Eligibility
A refund (in full or in part, to your account balance) may be considered in the following situations:
- Payment failure: your payment method was charged, but the funds were never credited to your PrimeX.io balance due to a verified processing error.
- Technical issues: a confirmed fault on our platform caused an order to be placed incorrectly, duplicated, or billed at the wrong amount.
- Order cannot be processed: the provider is unable to start or complete an order after a reasonable retry period, and no alternative provider is available for that service.
- Duplicate payment: the same deposit was submitted or charged more than once for a single transaction.
- Service unavailable: the ordered service was removed, discontinued, or made permanently unavailable by the provider or the target platform before meaningful delivery occurred.
Eligible refunds are credited to your PrimeX.io account balance in accordance with the Refund Method
section below, following the review described in Refund Processing Time.
05 Non-Refundable Cases
Refunds will not be issued in the following situations:
- Successfully completed orders: the ordered quantity was delivered as described.
- Delivered services: engagement was delivered to the target link/handle you provided, even if you are later unsatisfied with organic platform behaviour outside our control.
- Incorrect username/link provided by you: an order placed against a wrong, private, deleted, or mistyped link or handle.
- Wrong service selection: ordering the wrong service, platform, or package by mistake.
- Change of mind: deciding you no longer want a service after it has already started processing.
- Platform restrictions: the target platform (such as Instagram, YouTube, TikTok, Telegram, Facebook, Twitter/X, Spotify or Discord) restricts, removes, or reduces delivered engagement due to its own policies after successful delivery.
- User account issues: your target account or content was private, restricted, suspended, or banned by the platform, preventing delivery through no fault of ours.
It is your responsibility to double-check the target link, handle, quantity, and service before confirming an order, since most non-refundable cases above result from details that only you can verify at the time of purchase.
06 Order-Related Refunds
How a refund is calculated depends on the state of the order at the time of review:
| Order State |
Refund Treatment |
| Processing (in queue, not yet started) |
Fully refundable to balance if cancelled before delivery begins |
| Partially completed |
Refund limited to the undelivered portion of the ordered quantity |
| Failed |
Fully refundable to balance — see Failed Orders |
| Cancelled by us |
Fully refundable to balance for the cancelled quantity |
| Completed |
Not refundable — see Non-Refundable Cases |
Where an order only partially completes — for example, a provider delivers part of the requested quantity and then stalls permanently — the balance adjustment for the undelivered remainder is typically applied automatically once the order is marked as ended, without requiring a manual support request.
07 Failed Orders
If an order is marked "Failed" — meaning the provider was unable to start or complete it — the full amount charged for that order is credited back to your PrimeX.io account balance. You do not need to contact support for this in most cases, as failed orders are detected and reconciled automatically as part of our order-monitoring process.
Where automatic reconciliation does not apply (for example, an order stuck in a pending state for an unusually long time), you can open a support ticket referencing the order ID and our team will manually review and correct the balance where appropriate. Processing time for a manual review follows the same timeline described in Refund Processing Time.
08 Payment Gateway Issues
Occasionally a payment gateway may report a transaction as failed on our end even though the amount was deducted from your card, bank account, or wallet, or vice versa. In these cases:
- Failed transactions: if a payment fails and no funds were deducted, no balance is credited and you can simply retry the payment.
- Pending payments: some methods show a "pending" status while the gateway confirms the transaction; your balance is credited automatically once the gateway confirms success, and reversed automatically if the gateway later reports failure.
- Payment verification: for manual payment methods, our team verifies the submitted reference or proof of payment against the amount received before crediting your balance.
- Gateway delays: some payment methods can take longer than others to confirm, depending on the provider and your bank; this is normal and does not by itself indicate a failed payment.
If a gateway-reported failure resulted in a real deduction from your payment method that was never credited to your balance, this falls under Refund Eligibility
("Payment failure") once verified.
09 Refund Processing Time
Once a refund request or an automatically flagged failed/partial order is received, our team reviews the order or payment record, checks provider-reported delivery data, and confirms the request against the criteria in this policy. Straightforward cases (such as a clearly failed order) are usually resolved automatically within minutes to a few hours.
Requests that require manual review — such as disputed partial delivery or a payment gateway discrepancy — are typically reviewed and resolved within 24 to 72 hours from submission. Approved refunds are credited to your account balance as soon as the review is complete; you can track the status of an open ticket from your dashboard.
10 Refund Method
Approved refunds are issued as a credit to your PrimeX.io account balance by default. This allows the fastest possible resolution and lets you use the credited amount immediately for a new or corrected order.
A refund to your original payment method (such as a card, bank account, or gateway wallet) is only available in limited circumstances — for example, where required by applicable law, where the payment gateway itself reverses the transaction, or where we agree to it in writing on a case-by-case basis. Original-method refunds, where applicable, may take longer to appear than a balance credit, depending on your bank or payment provider's own processing times.
11 Fraud Prevention
To protect all customers and keep refunds fair, we monitor for patterns of misuse, including:
- Fake refund claims: reporting an order as failed or undelivered when provider data confirms successful delivery.
- Payment abuse: repeatedly requesting refunds after consuming the delivered service, or using promotional/coupon balance in ways designed to extract a cash-equivalent refund.
- Coordinated abuse: using multiple accounts to repeatedly trigger refund or dispute processes.
Accounts found engaging in fraudulent refund activity may have refund privileges restricted, orders declined, or the account suspended or terminated in accordance with our Terms & Conditions, in addition to any other remedy available to us under applicable law.
12 Chargebacks
If you believe a payment was made in error or a service was not delivered, we ask that you contact our support team first so we can review and resolve the issue directly — this is almost always faster than a bank or card chargeback process. Filing a chargeback or payment dispute with your bank or payment provider without first contacting us, for an order that was in fact delivered as described, is considered an unauthorized chargeback under these policies.
When we receive a chargeback notice, we investigate the order and delivery records associated with the disputed transaction. Where our records show the service was delivered as ordered, we reserve the right to submit that evidence to the payment provider to contest the chargeback, and to suspend or terminate the associated account pending resolution, in line with our Terms & Conditions. Accounts with a confirmed pattern of unauthorized chargebacks may be permanently restricted from future service.
13 Contact Support
If you have a question about a payment, or you'd like to request a review of an order under this Refund Policy, please reach out through any of our active support channels below, or from the Help Center. Please include your order ID or payment reference where possible, as this helps us resolve your request faster.
