Refund Policy
This Refund Policy is part of our Terms of Use and explains how AdHunter handles wallet balances, partial penalties on failed tasks and disputed top-ups.
1. How payments work
AdHunter uses a pre-funded wallet model: customers top up their wallet via the Cryptomus payment gateway, and individual task fees are deducted from that balance. Top-ups themselves are not refundable as a recurring product, because the customer retains the full top-up amount as a wallet balance until they decide to spend it on a task.
When a task is created, the corresponding amount is held ("frozen") on the wallet. The held amount is either charged on successful delivery or released back as described below.
2. Refunds on the task lifecycle
2.1. Task cancelled before pick-up
If the customer cancels (or deletes) a task in the "new" status, before any operator has picked it up, the full held amount is released back to the wallet. This applies to both individual and bulk tasks.
2.2. Operator failure — full release
If the operator marks the task as failed for any reason that is not the customer's fault (for example, "bad proxy", or "other" with a description), the full held amount is released back to the wallet.
2.3. Customer-side issues — partial penalty
If the operator finds that the customer-supplied resource is invalid (the email account or the payment card), the operator still spent verifiable time on the task. A small partial penalty is charged from the held amount; the rest is released. The penalty figures are listed on the Pricing page.
2.4. Creatives rejected by Google
If Google Ads itself rejects the creatives or copy provided by the customer, the operator's work was performed correctly and the full task fee is charged. The customer is encouraged to revise the creatives and submit a fresh task.
2.5. Custom add-ons (individual mode)
Personal add-ons (services agreed individually with the admin) follow the same hold/charge/refund rules as the base fee. Custom add-ons are released when the parent task is cancelled or fails for non-customer-side reasons, and charged when it completes successfully.
3. Withdrawing the wallet balance
The Service is designed for advertising launches, not for cryptocurrency exchange. We do not offer withdrawal of unused wallet balance back to a personal cryptocurrency address as a general feature.
However, in good-faith cases (e.g. you no longer need the Service and have an unused balance), we will process a one-off refund of the remaining wallet balance to your originating cryptocurrency address, less any blockchain fees and an operating fee of up to 5% of the refunded amount. To request such a refund, write to billing@adhunter.org from the email address associated with your account, including your client login and the desired refund address. We may require additional information to confirm your identity for AML reasons.
4. Disputed top-ups
Cryptocurrency transactions are irreversible by design. If you believe a top-up did not credit correctly to your wallet, please contact billing@adhunter.org and include:
- your client login;
- the order identifier from the dashboard;
- the blockchain transaction hash;
- the network used (TRC20, ERC20, BEP20, etc.).
We will trace the transaction with the payment provider and either credit the missing amount or explain in writing why the top-up did not go through. Most disputes resolve within 1-3 business days.
5. Account closure
On account closure (initiated by the customer), we will offer the customer the option described in section 3 to refund any unused balance, subject to the same conditions. If we close an account for a Terms violation, any unused wallet balance may be forfeited as set out in the Terms of Use.
6. Contact
Refund or top-up questions: billing@adhunter.org.