REFUND & CANCELLATION POLICY

1. REFUND ELIGIBILITY

When You CAN Get a Refund

You’re eligible for a refund if ALL of these are true:

✓ Your order didn’t deliver within the promised timeframe shown at checkout ✓ You have proof of non-delivery (screenshots, order details) ✓ You request the refund within 24 hours of the delivery deadline ✓ The non-delivery was caused by us, not by social platform issues ✓ You haven’t attempted to manipulate the order

Example:

• Order promised delivery by 6 PM
• By 6 PM, nothing shows on your account
• You contact support with proof within 24 hours
• We investigate and confirm non-delivery
• We approve your refund

When You CANNOT Get a Refund

You’re NOT eligible for a refund in these situations:

❌ You changed your mind about purchasing ❌ You’re unhappy with the followers/engagement quality ❌ The service partially delivered (anything is considered delivery) ❌ You waited more than 24 hours to request a refund ❌ Delay was caused by social platform issues (not our fault) ❌ Delay was caused by internet problems ❌ You provided incorrect username or profile URL ❌ Your account was temporarily locked by the platform ❌ You don’t have proof of non-delivery ❌ You used the service for prohibited purposes ❌ You violated our Terms of Service

Example of Non-Refundable:

• You ordered Instagram followers
• Order was promised in 24 hours
• 50 followers arrived in 12 hours, 950 more arrived over next few hours
• This is partial delivery = delivery occurred = no refund
• Request after 24 hours = too late for refund

2. WHAT COUNTS AS PROOF OF NON-DELIVERY

To get a refund, you must provide proof. Here’s what we accept:

Acceptable Proof

✓ Screenshots of Your Account: Show your follower/like count before and after delivery deadline

• Include timestamp on screenshot (showing it’s recent)
• Show the exact service you ordered vs. what appeared
• Include your username clearly visible

✓ Order Confirmation Email: Your order receipt from us showing:

• Order number
• Service details
• Promised delivery timeframe
• Exact time deadline

✓ Dashboard Order Details: Screenshot from your SMM Panels dashboard showing:

• Order number
• Order status (“Pending” or “Incomplete”)
• Expected delivery time
• Current date/time stamp

✓ Payment Confirmation: Proof that you paid for the service

• Transaction ID
• Receipt from payment method
• Amount and date paid

✓ Combination of Above: Multiple pieces of evidence make your case stronger

Unacceptable Proof

❌ Verbal claim (“I didn’t get followers”) ❌ Screenshots without timestamp ❌ Screenshots from days later ❌ Unclear or edited images ❌ Assumptions (“I think I didn’t get them”) ❌ Claims about engagement (not followers/views/likes) ❌ Screenshots from old orders ❌ Photos of screen without order details visible

3. HOW TO REQUEST A REFUND

Step-by-Step Process

Step 1: Contact Support Email: support@smmpanels.com.bd Subject: “Refund Request – [Your Order Number]”

Step 2: Include Required Information Your email must contain:

• Your account email address
• Order number (from receipt or dashboard)
• Date the order was placed
• Service you ordered (what platform, how many followers, etc.)
• Your proof (screenshots attached)
• Brief explanation of what happened

Step 3: Example Email

“Hello,

I’m requesting a refund for my order. Here are the details:

Account Email: myemail@gmail.com Order Number: ORD-1234567 Order Date: November 18, 2025 Service: 1,000 Instagram followers Expected Delivery: By November 19, 6 PM Actual Delivery: Zero followers delivered

I’ve attached screenshots showing my follower count before and after the deadline.

Please let me know if you need any additional information.

Thank you, [Your Name]”

Step 4: Attach Your Proof

• Attach all screenshot files
• Name files clearly (e.g., “follower_count_before.jpg”)
• Keep files clear and readable
• Don’t edit screenshots

Step 5: Send Within 24 Hours

• Send your refund request within 24 hours of delivery deadline
• Late requests may be denied

4. REFUND REVIEW PROCESS

What Happens After You Request

1. Initial Review (Within 1 Hour)

• We check if you’re requesting within 24 hours
• We verify you provided complete information
• We check if your proof is acceptable
• If incomplete, we ask for more information

2. Investigation (Within 12 Hours)

• We check our delivery systems
• We verify if service was delivered
• We check if issue was on our end
• We check if social platform caused delay

3. Decision (Within 24 Hours of Request) We either:

• Approve Refund: Service truly didn’t deliver and was our fault
• Approve Replacement: Service didn’t deliver, we’ll redeliver for free
• Deny Refund: Service delivered or issue wasn’t our fault
• Request More Info: We need clarification before deciding

4. Communication

• We email you our decision
• We explain our reasoning
• We tell you next steps if approved
• You can reply if you disagree

Timeline

• Request received → Initial check (within 1 hour)
• Investigation → Decision (within 24 hours)
• Approval → Refund processing (within 24-72 hours)
• Total time: 2-4 days from your request

5. REFUND PROCESSING

If Your Refund Is Approved

Payment Method Determines Refund Time:

Bkash/Nagad/Rocket:

• Refund processed within 24 hours
• Appears in your account within 1-3 days
• Amount returned to your payment account

Credit/Debit Card:

• Refund processed within 24 hours
• Takes 3-5 business days to appear
• May show as “pending” for a few days
• Appears as credit back to your card

Cryptocurrency:

• Refund processed within 24 hours
• Transaction sent to your wallet address
• May take time depending on network

Bank Transfer:

• Refund processed within 24 hours
• Takes 2-5 business days to arrive
• Depends on your bank’s processing

Refund Amount

• Full amount of failed order is refunded
• Any service fees are also refunded
• No partial refunds
• Complete refund or nothing

No Additional Fees

• We don’t charge a refund fee
• No processing fees taken out
• You get 100% of your money back
• We cover all refund costs

6. REPLACEMENT OPTION

Alternative to Refund

Instead of refunding, you can request a replacement delivery.

How It Works:

• Your order delivers in full at no additional cost
• We redeliver the service
• New delivery timeframe is provided
• If second attempt fails, you get refund

When to Choose Replacement:

• Temporary platform delay (likely to clear)
• You want to wait instead of refund
• You trust the service but need more time
• Faster than waiting for refund

When to Choose Refund:

• You no longer need the service
• You want your money back
• Platform issues seem permanent
• You want to try another service

Both options are equally valid. Choose what’s best for you.

7. SPECIAL SITUATIONS

Partial Delivery

What Is Partial Delivery? Your order was supposed to be 1,000 followers. You got 600 followers.

Is This Refundable? No. Any delivery counts as delivery. 600 followers is delivery, even though it’s less than ordered.

What Should You Do? Contact support. We may:

• Redeliver the remaining 400 for free
• Complete the order within 24 hours
• Upgrade to full amount

Why This Policy?

• Partial delivery means our system worked
• Delay is usually social platform, not us
• Redelivery is usually better than refund

Service Takes Longer Than Promised

Example:

• You ordered 48-hour delivery
• Order delivered in 72 hours

Is This Refundable? Only if it never delivered by 72 hours. If it did deliver by 72 hours, it counts as on-time (you requested within the timeframe).

Important: Some orders take longer due to:

• High demand
• Platform processing delays
• Large quantities
• Our systems catching up

We do our best to meet promised times. If we miss slightly but eventually deliver, that’s usually acceptable unless we promised a hard deadline.

What If Platform Banned My Account?

We’re Not Responsible If:

• You used our service too aggressively
• You combined with risky tactics
• Platform detected suspicious activity
• Your account was already at risk

We May Help If:

• Account ban happened due to our delivery method
• Our service caused the ban
• We provided unsafe delivery

Contact support with full details. We’ll review and help if it was our fault.

Money Lost to Scam/Fraud

If You Sent Money But Never Received:

• This is a payment processor issue, not us
• Contact your payment method (Bkash, Nagad, etc.)
• They’ll investigate
• We can help you contact them

If Payment Was Successful But Service Didn’t Deliver:

• This qualifies for refund
• Follow refund request process above

Account Balance Disputes

If Your Account Shows Wrong Balance:

• Screenshot your transactions
• Email support with proof
• We’ll verify and correct
• Correction processed within 24 hours

8. CANCELLATION POLICY

Before Delivery Starts

Can You Cancel? Yes, 100% refund.

How to Cancel:

• Email support@smmpanels.com.bd
• Subject: “Cancel Order [Order Number]”
• Include your order number
• Request immediately after purchase

Cancellation Window:

• Only if we haven’t started delivery
• Must request as soon as possible
• Once delivery starts, cannot cancel

What Happens:

• We stop the service
• Refund issued within 24 hours
• Full amount refunded

After Delivery Starts

Can You Cancel? No. Order cannot be cancelled once delivery begins.

What You Can Do:

• Request replacement if delivery is incomplete
• Request refund if service doesn’t complete (within 24 hours)
• Wait for service to complete
• Contact support for assistance

How to Know When Delivery Starts

Check Your:

• Order status in dashboard (changes to “In Progress”)
• Email notifications from us
• Your social account (followers start appearing)
• Order tracking page

Once any of these show delivery started, order cannot be cancelled.

9. DISPUTE RESOLUTION

If You Disagree With Our Decision

Step 1: Request Reconsideration

• Email support@smmpanels.com.bd
• Subject: “Refund Decision Appeal – [Order Number]”
• Explain why you disagree
• Provide any new evidence

Step 2: Second Review

• Different team member reviews your case
• Reconsideration within 24 hours
• Decision is usually final

Step 3: Escalation

• If still unhappy, request escalation
• Management reviews the case
• Final decision made within 48 hours
• This is the last step

10. IMPORTANT REMINDERS

Request Quickly

• You have only 24 hours to request refund
• Request within delivery deadline, not after
• Late requests may be auto-denied

Provide Clear Proof

• Screenshots must be clear and timestamped
• Include order details in proof
• Don’t edit or manipulate images
• Attach all relevant documents

Be Honest

• False refund claims harm our business
• Dishonest claims may result in account ban
• We investigate all refund requests
• Fraud will be reported

Keep Records

• Save your order confirmations
• Save delivery timeframes
• Screenshot initial conditions
• Keep proof until refund is completed

11. FREQUENTLY ASKED QUESTIONS

Q: Can I get a refund if I’m unhappy with the followers? A: No. Refunds are only for non-delivery, not for quality dissatisfaction.

Q: What if refund is denied? Can I appeal? A: Yes. Request reconsideration by emailing support with new evidence.

Q: How long do refunds take to appear? A: 24-72 hours depending on your payment method.

Q: Can I request refund after 24 hours? A: Not typically, but contact support. We may make exceptions in rare cases.

Q: What if the platform doesn’t show results but I wasn’t charged? A: That’s not a delivery failure. No refund applicable.

Q: Can I cancel and get refund weeks later? A: Only if service never delivered. Cancellation requests after 24 hours are usually denied.

12. SUMMARY

✓ We refund if we don’t deliver on time (with proof, within 24 hours) ✓ You must provide clear proof of non-delivery ✓ Request must be made within 24 hours of delivery deadline ✓ Refunds process within 24-72 hours ✓ Partial delivery counts as delivery (no refund) ✓ You can request replacement instead of refund ✓ Cancelled orders before delivery = 100% refund ✓ We investigate all refund requests fairly ✓ Keep records and request quickly

By using SMM Panels, you accept this Refund & Cancellation Policy.

For questions: support@smmpanels.com.bd