Refund Policy

1. Overview

This Refund Policy governs all deposits made to Cordvertise advertiser accounts and all campaign spend incurred on the platform. By depositing funds into your Cordvertise account, you agree to the terms set out in this policy in full.

Cordvertise operates a prepaid credit model. Advertisers deposit funds in advance, which are converted into platform credits. Credits are consumed only when a billable campaign action is confirmed — such as a verified ad view, a click, a server join, a stay, or a survey completion. This policy draws a clear and enforceable distinction between unspent deposited funds and funds that have been consumed by completed campaign actions.

For questions about this policy, contact us at [email protected].

2. Deposits are not purchases — unspent balance is fully refundable

A deposit into your Cordvertise account is not a purchase of goods or services. It is a prepayment held on account for future use. You retain the right to withdraw your unspent deposited balance at any time, subject only to the deductions described in this policy.

Specifically, the following conditions apply to deposit refunds:

  • The full unspent balance is eligible for refund. If you have deposited funds and not spent any of them on campaign activity, you are entitled to a refund of the full amount deposited, minus any applicable transaction fees as described in Section 3.
  • Partially spent accounts. If you have spent some of your deposited funds on campaign activity, the portion that remains unspent (i.e. credits that have not been consumed by any confirmed billable action) is eligible for refund, minus applicable transaction fees. The spent portion is not refundable under any circumstances — see Section 4.
  • There is no time limit on requesting a refund of unspent balance. The 48-hour window that previously appeared in an older version of this policy has been removed. You may request a refund of your unspent balance at any time while your account is in good standing.

To request a refund of your unspent balance, submit a withdrawal request from your dashboard or contact us at [email protected]. All refunds are processed manually and are subject to identity verification and fraud review before being approved.

3. Transaction fees

Deposits and withdrawals involve third-party payment processors (including Stripe and NOWPayments). These processors charge transaction fees that are incurred at the time of payment and are non-recoverable by Cordvertise regardless of whether the funds are spent.

When you request a refund of unspent balance, the refund amount will be the deposited amount minus the original payment processor transaction fee that was incurred when you made the deposit. Cordvertise does not charge any additional handling or administration fee for processing a refund of unspent balance.

The exact fee varies by payment method and provider. As a general guide:

  • Card payments (Stripe) — typically 1.4%–2.9% + a fixed fee per transaction, depending on card type and region. Stripe may also apply a refund processing fee.
  • Cryptocurrency payments (NOWPayments) — network transaction fees and conversion fees apply and are non-recoverable. The refundable amount is the EUR value credited to your account at the time of deposit, less any applicable fees.

The exact deductible fee for your deposit will be confirmed to you before a refund is processed. You are not obligated to proceed if you do not agree with the fee amount.

4. Spent credits are strictly non-refundable

Credits that have been consumed by confirmed billable campaign actions are non-refundable under any circumstances. This applies without exception to all of the following action types:

  • Views — a confirmed ad view, recorded after a publisher bot calls views/confirm with display_status: "sent" and a valid Discord message ID. Billing occurs at the moment of confirmation. Once billed, the credit deduction is final.
  • Clicks — a verified click on an ad's tracking link by a unique user, confirmed via our click tracking redirect. Billing occurs at the moment the click is recorded. Once billed, the credit deduction is final.
  • Joins — a confirmed Discord server join by a user who clicked through a join campaign ad. Billing occurs when the join is verified by our infrastructure. Once billed, the credit deduction is final.
  • Stays — a confirmed stay, where a user joins a server via a stay campaign ad and remains for the required duration. Billing occurs when the stay duration is confirmed. Once billed, the credit deduction is final.
  • Survey completions — a verified survey completion by a user, including the associated user reward and platform fee. Once a survey completion is recorded and the reward is allocated, the corresponding credit deduction is final.

The rationale for this policy is that each of the above actions represents a real, verified outcome that has been delivered to you as the advertiser. At the point of billing, the action has already occurred — a real person has seen your ad, clicked your link, joined your server, remained in your server, or completed your survey. That outcome cannot be undone, and accordingly the cost of that outcome cannot be reversed.

This policy applies regardless of:

  • Whether the campaign achieved your desired business outcome.
  • Whether you were satisfied with the quality of the traffic or audience.
  • Whether you paused, cancelled, or deleted the campaign after spend occurred.
  • Whether the spend occurred recently or some time ago.
  • Any change in your business circumstances, intentions, or plans.

If you believe a specific billing event was the result of a technical error on Cordvertise's part (not simply an outcome you did not want), you may raise a billing dispute as described in Section 7.

5. Credits on hold

When a stay campaign is active, a portion of your credits may be placed on hold to cover the potential cost of pending stay confirmations. Credits on hold are not yet spent — they have not been debited from your balance as a confirmed billable action. If a pending stay does not result in a confirmed stay (for example, the user leaves the server before the required duration), the held credits are released back to your available balance and are fully refundable as unspent balance.

Credits are only permanently consumed when a stay is confirmed. Until that point, held credits remain yours and are treated as unspent balance for the purposes of this policy.

6. Free credits and bonus credits

Credits that were awarded free of charge — including referral bonuses, daily claim credits, promotional credits, cashback credits, and any other credits not directly corresponding to a monetary deposit — have no cash value and are not eligible for refund under any circumstances. These credits may be used to run campaigns but cannot be converted back to money or withdrawn.

When a refund of unspent balance is processed, the refund amount is calculated based solely on the monetary deposits that remain unspent. Free and bonus credits are excluded from this calculation entirely.

Where an account holds both paid credits (from deposits) and free credits (from bonuses), campaign spend deducts from free credits first where possible. The exact split is recorded in your credit transaction history, which is available on request.

7. Billing disputes

If you believe a billing event was recorded in error — for example, a view, click, join, stay, or survey completion was billed that you believe did not actually occur or was the result of a technical fault on Cordvertise's part — you may raise a billing dispute within 30 days of the event by contacting [email protected] with the following information:

  • Your account email address.
  • The campaign ID and approximate date and time of the disputed event.
  • A description of why you believe the billing was erroneous.
  • Any supporting evidence you can provide.

We will investigate the dispute by reviewing our internal delivery records, audit logs, and confirmation data. Disputes are assessed on the evidence available and at Cordvertise's sole reasonable discretion. We do not accept disputes based solely on dissatisfaction with campaign performance, audience quality, or business outcome. Disputes must be based on a specific, identifiable technical error in recording a billable event.

If a dispute is upheld, the affected credits will be reinstated to your account balance as unspent credits, which may then be refunded or reused at your discretion. We do not issue cash refunds for upheld billing disputes — credits are reinstated.

Disputes submitted more than 30 days after the relevant billing event will not be considered.

8. Chargebacks and payment reversals

Initiating a chargeback or payment reversal with your bank or payment provider for funds that have been spent on confirmed campaign activity, or for deposits that are otherwise eligible for a standard refund under this policy, is a breach of these terms.

If you have a legitimate refund request, you must use the process described in this policy rather than initiating a chargeback. Chargebacks circumvent the proper dispute resolution process and impose costs and penalties on Cordvertise from payment processors.

Where a chargeback is filed:

  • Your account will be immediately suspended pending investigation.
  • Any credits remaining in your account will be frozen.
  • We reserve the right to contest the chargeback with your payment provider using our delivery records and audit logs as evidence.
  • If the chargeback relates to funds that were legitimately spent on confirmed campaign activity, we will contest it in full.
  • Accounts found to have filed fraudulent or bad-faith chargebacks may be permanently banned and referred to relevant authorities.

If you are a genuine customer who has an issue with a charge, please contact us at [email protected] before initiating a chargeback. We are committed to resolving legitimate issues promptly.

9. Refusal of refunds

Cordvertise reserves the right to refuse, delay, or limit a refund request in the following circumstances:

  • Fraud or suspected fraud — where there is evidence or reasonable suspicion that the account, the deposit, or the associated activity involved fraudulent behaviour, money laundering, or abuse of the platform.
  • Policy violations — where the account has been suspended or banned for violating Cordvertise's Terms of Service, and where the refund would constitute unjust enrichment or a reward for the violating behaviour.
  • Active chargeback — where a chargeback has been filed for the same deposit, Cordvertise will not process a separate refund until the chargeback is resolved.
  • Unverified identity — where we are unable to verify that the refund request is being made by the legitimate account holder.
  • Legal hold — where the funds are subject to a legal order, investigation, or freeze.
  • Unpaid obligations — where the account owes Cordvertise any amount, whether from a reversed payment, a chargeback fee, or any other obligation, the refund may be offset against the amount owed.

Where a refund is refused, we will inform you of the reason to the extent we are legally permitted to do so.

10. Refund method and timing

Approved refunds are returned via the same payment method used for the original deposit, where technically and commercially possible. In cases where the original payment method cannot be used (for example, an expired card or a cryptocurrency address we cannot return funds to), we will work with you to arrange an alternative method.

Refunds are processed manually. Once approved, please allow up to 10 business days for the funds to appear in your account depending on your payment provider and region. Cordvertise is not responsible for delays caused by banks, card networks, or cryptocurrency network congestion.

Refunds are issued in EUR. If your original deposit was made in a currency other than EUR, the refund will reflect the EUR value credited to your account at the time of deposit, not the original currency amount or any subsequent exchange rate movement.

11. EU and UK consumer rights

If you are located in the European Union or the United Kingdom, you may have statutory rights under consumer protection law, including the right of withdrawal for certain digital services purchased online.

However, as explained in Section 2 of this policy, a deposit to your Cordvertise account is not a purchase of a digital service — it is a prepayment of funds held on your account. The right of withdrawal applies to purchases of specific goods or services, not to the holding of prepaid funds. Your right to withdraw your unspent deposited balance is guaranteed by this policy regardless of any statutory right of withdrawal.

With respect to confirmed campaign actions (views, clicks, joins, stays, survey completions), these constitute the performance of a specific digital service that begins immediately upon your instruction when you launch a campaign. By launching a campaign and confirming you understand that delivery begins immediately, you expressly acknowledge that the right of withdrawal does not apply to actions already delivered, in accordance with Article 16(a) of the EU Consumer Rights Directive (2011/83/EU) and equivalent UK legislation.

Nothing in this policy removes or limits any statutory rights you may have that cannot be excluded by contract under applicable law.

12. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be communicated by updating the "Last updated" date below. Your continued use of the platform after a change constitutes acceptance of the updated policy. We recommend you review this policy periodically.

Last updated: March 2026