Refund Policy

In-Progress Orders

Orders that have transitioned to "Processing" or "In Progress" status have been accepted by the selected fulfillment system or, where applicable, an independent Provider, and delivery has commenced or is imminent. They cannot ordinarily be cancelled, reversed, recalled, or stopped because delivery operations may already have begun and may no longer be technically reversible.

Notwithstanding the foregoing, if you experience issues with an In-Progress order, the following remediation procedures are available to you:

Stalled or delayed delivery beyond estimated timeframes: If an order has been in Processing or In Progress status for a period exceeding forty-eight (48) hours beyond the estimated delivery time displayed at the time of purchase, you may contact our customer support team by submitting a support ticket through the dashboard or by emailing support@notpanel.com with your order number and a description of the issue. Our support team will initiate an investigation with the relevant Provider to determine the cause of the delay and the expected resolution timeframe.
Provider investigation and resolution: Upon receiving a report of a stalled or significantly delayed order, our support team will contact the relevant Provider to investigate the status of the order and determine whether delivery can be completed. If, following investigation, it is determined that the Provider is unable to complete delivery of the order within a reasonable additional timeframe, we will issue a full or partial refund to your Wallet for the undelivered portion of the order, as applicable.
Investigation timeframes: Support intake and triage are available around the clock. Resolution time depends on the evidence available, the complexity of the issue, and whether an independent Provider must respond. You will receive updates through your support ticket as information becomes available. No investigation delay extends the automatic seven-day guarantee stated below.
Seven-day unresolved-order guarantee: Our system monitors In-Progress orders automatically. If an ordinary order is still in a nonterminal state seven (7) days after its original creation time, NotPanel marks it Refunded and returns the full original charge to your Wallet automatically. This is our commitment, not a remedy conditional on a Provider approving the refund. If a Provider later completes delivery after that deadline, NotPanel absorbs that cost and does not debit the refunded amount again.

Partial Delivery

In certain circumstances, the selected fulfillment system or, where applicable, an independent Provider may deliver only a portion of the total quantity ordered, resulting in what is classified as a "Partial" delivery. Partial deliveries may occur due to a variety of factors, including but not limited to: fulfillment capacity limitations; social media platform rate limiting or content moderation actions; account restrictions or privacy settings on the target account; technical issues in the fulfillment system; or other factors beyond the control of NotPanel. When a partial delivery occurs, you are entitled to receive an automatic refund for the undelivered portion of the order, calculated as described below.

The refund amount for partial deliveries is calculated using the following formula, which ensures that you are charged only for the quantity of services that were actually delivered:

Refund Amount = (Undelivered Quantity / Total Ordered Quantity) x Total Order Charge

For example, if you placed an order for 1,000 units at a total charge of $5.00 and only 600 units were delivered, the refund calculation would be: (400 / 1,000) x $5.00 = $2.00 refunded to your Wallet. This calculation is performed automatically by our system and is based on the confirmed delivery count at the time the order status is updated to "Partial."

The partial delivery refund is credited automatically to your Wallet at the moment the order status is updated to "Partial" in our system, without any action required on your part. You will receive a notification of the partial delivery and associated refund through your dashboard and, if applicable, via email or webhook notification. If you believe the delivery count reported for a Partial order is inaccurate or does not reflect the actual delivery received, you may contact our support team at support@notpanel.com with your order number and evidence of the discrepancy, and we will investigate the relevant fulfillment records and, where applicable, coordinate with the independent Provider.

Non-Delivery (Failed Orders)

If the selected fulfillment system or, where applicable, an independent Provider fails to deliver any portion of the ordered services -- resulting in zero (0) units delivered and the order being classified as "Cancelled" or "Refunded" -- the following refund procedures and policies apply. Non-delivery may occur due to a variety of factors, including but not limited to: fulfillment-system failures or outages; social media platform policy enforcement actions; invalid or inaccessible target URLs; service discontinuation; or other circumstances that prevent the initiation or completion of delivery.

Orders that cannot be submitted for fulfillment: If your order cannot be accepted by the selected fulfillment route -- for example, due to temporary unavailability or rejection of the order -- our system may re-attempt submission for a limited period, during which the order is shown as waiting. If the order can never be submitted for fulfillment, it is automatically cancelled and the full amount charged for the order is credited back to your Wallet, without any action required on your part.
Manual reporting of non-delivery: If you observe that your order has received zero delivery and the order status has not been automatically updated to reflect this, you should contact our customer support team by submitting a support ticket through your dashboard or by emailing support@notpanel.com, providing your order number and a description of the issue. Our support team will review the relevant fulfillment records and, where applicable, coordinate with the independent Provider to confirm the non-delivery and determine the appropriate resolution.
Investigation process and timeframes: Our support team reviews available delivery records and, where needed, coordinates with the relevant independent Provider. Resolution time varies with the evidence and any required partner response. The team determines whether the order can be re-attempted or whether a refund is due, and posts updates through the support ticket. This process does not postpone an automatic refund deadline in this Policy.
Full refund for confirmed non-delivery: If the investigation confirms that the ordered services were not delivered and cannot be delivered within a reasonable timeframe, a full refund of the order amount will be credited to your Wallet. This refund will be processed as promptly as possible following the conclusion of the investigation.
Automatic system-initiated refunds: Orders that are automatically marked as "Cancelled" or "Refunded" by our order management system (for example, due to automatic detection of Provider failure or error responses from the Provider API before delivery commences) are credited to your Wallet immediately and automatically at the time the status change occurs, without the need for you to submit a manual refund request or contact customer support. You will be notified of the automatic refund through your dashboard. An eligible ordinary order that remains unresolved for seven days receives the separate full-refund guarantee in Section 3.
Re-order option: Following a confirmed non-delivery and refund, you may choose to place a new order for the same or similar service using the refunded balance in your Wallet. NotPanel does not guarantee that a re-order will be successful, as delivery depends on Provider availability and other factors described in this Policy.

Service-Specific Refill Support

Certain services are marked as supporting refill requests. If delivered engagement drops after an eligible order is completed, you may submit a refill request at no additional cost while that service remains active and refill-enabled. Refill support permits a request; it does not guarantee that every request will be accepted or completed, and it does not promise a fixed refill window, alternative fulfillment, credit, or refund. Current eligibility is checked when the request is submitted, and the request's current status is shown in the order details or API. The following service-specific terms and limitations apply:

Current eligibility: The catalog indicates whether a service currently supports refill requests. NotPanel does not publish a fixed refill window. Eligibility is evaluated from the service's current refill setting when the request is submitted, not from a promised duration shown at purchase.
Submitting and tracking requests: Use the refill action in the order details or the supported API action. The order must be completed or partially completed, and its current service must remain active and refill-enabled. After submission, follow the request's current status in the order details or API; an existing active request and service-specific attempt limits may prevent another request.
Fulfillment review: The ability to fulfill a refill depends on the applicable directly operated system or independent fulfillment partner's capacity, availability, and service-specific terms. If the selected path cannot fulfill a request, NotPanel may, only after review and at its sole discretion, try an alternative route or issue a partial Wallet credit or refund for the confirmed dropped quantity. These drop-related remedies are not automatic and remain separate from the automatic order refunds guaranteed elsewhere in this Policy.
Information shown to you: The service listing shows whether the service currently supports refill requests. Once a refill request exists, the order details or API show its current status. No separate duration field or fixed refill period is promised.
Refill delivery timeframes: Refill timing varies by service, selected fulfillment-route capacity, and queue volume. NotPanel does not guarantee a universal refill delivery time; follow the refill status shown for the specific order.

Refill Exclusions

Even when a service currently supports refill requests, the following conditions can make a refill unavailable or impossible and may cause a request to be rejected after review. These conditions arise from changes to the target, the social media platform, or other factors outside the applicable fulfillment path. The automatic order-refund rules elsewhere in this Policy remain separate and controlling:

Account privacy settings changed after order placement: If the target social media account is set to private, restricted, or otherwise made inaccessible after the order was placed and delivery commenced, refills cannot be provided because the Provider's systems are unable to access the account or content necessary to deliver replacement engagement. This includes any change to account visibility, audience restrictions, or content accessibility settings.
Content deletion or archival by the account owner: If the specific post, video, story, reel, tweet, or other content item that was the target of the order is deleted, archived, hidden, made private, or otherwise removed or made inaccessible by the account owner after order placement, refills for that content cannot be provided as the target no longer exists or is not accessible to the Provider's delivery systems.
Account suspension, termination, or ban by the social media platform: If the target social media account is suspended, permanently banned, temporarily restricted, shadowbanned, or otherwise penalized by the social media platform for any reason (including but not limited to violations of the platform's terms of service, community guidelines, or acceptable use policies), refills cannot be provided as the account or content is no longer accessible.
Manual removal of engagement by the account owner: If the account owner manually removes, blocks, restricts, or otherwise eliminates the followers, likes, comments, views, or other engagement delivered through the service, refills are not available for the manually removed engagement, as the removal was a voluntary action by the account owner.
Service no longer eligible: A refill request cannot be created if the current service is inactive, discontinued, or no longer refill-enabled. This current-eligibility rule does not remove an automatic failed-order, partial-delivery, grace-window, or seven-day unresolved-order refund.
Username, handle, or account identifier change: If the username, handle, vanity URL, or other identifying information of the target social media account is changed after the order was placed, refills may not be available because the Provider's systems may be unable to locate or identify the correct account using the original information provided at the time of order placement.
Account deactivation or temporary disablement: If the target social media account is voluntarily deactivated, temporarily disabled, or placed in an inactive state by the account owner while a refill request is being reviewed or processed, the refill cannot be provided while the account is not accessible to delivery systems.
Platform algorithm or policy changes: Drops in engagement that result from changes to the social media platform's algorithm, content distribution policies, engagement counting methodology, or other platform-level changes that affect how engagement is measured, displayed, or retained are not eligible for refills, as such changes are beyond the control of NotPanel and its Providers.

Discretionary Remedy Exclusions

The fifteen-second cancellation refund, automatic partial- or failed-order refunds, and seven-day unresolved-order guarantee described above always take precedence. Beyond those fixed rules, additional discretionary refunds, refills, goodwill credits, or compensation are generally not provided in the following situations. These exclusions apply to the fullest extent permitted by applicable law, but they never override an automatic refund that this Policy expressly guarantees:

Incorrect, invalid, or inaccessible links: Orders placed with incorrect, invalid, malformed, broken, inaccessible, or private links, URLs, or account identifiers provided by you are not eligible for a discretionary refund after fulfillment has begun. It is your sole responsibility to verify the accuracy, validity, and accessibility of all links and information provided at the time of order placement before submitting the order. NotPanel is not responsible for orders that fail or are delivered incorrectly due to erroneous information provided by you.
Fully delivered orders: Orders that have been fully and completely delivered in accordance with the specifications and quantities submitted at the time of order placement are not eligible for refunds, regardless of whether the delivered services met your subjective expectations, desired outcomes, or intended results. Delivery is measured by the quantity of engagement, followers, views, or other metrics provided, not by the achievement of any particular business outcome or return on investment.
Account termination for Terms of Service violations: If your NotPanel account is suspended, restricted, or permanently terminated due to violations of our Terms of Service, Acceptable Use Policy, or any other applicable agreement, including but not limited to fraud, abuse, chargebacks, multiple account creation, or prohibited activities, NotPanel may deny discretionary goodwill credits, promotional benefits, or remedies that are not guaranteed by this Policy and may restrict account access. Account enforcement does not erase a fifteen-second cancellation refund, a failed- or partial-order refund, or a seven-day unresolved-order refund that this Policy automatically requires.
Services without post-delivery refill protection: Certain services may be labeled "No Refill" or "No Drop Guarantee" on the service listing page. Those labels limit discretionary remedies for post-delivery drops; they do not cancel the partial-delivery, failed-order, grace-window, or seven-day unresolved-order refunds in this Policy.
Services not currently eligible for refill: If a service is inactive, discontinued, or no longer refill-enabled when a request is submitted, no additional refill or drop-related Wallet credit or refund is promised. NotPanel may review exceptional cases at its sole discretion. The automatic order-refund rules above remain separate and controlling.
Duplicate orders placed by user error: Orders that are duplicated, repeated, or placed in excess due to user error, multiple submissions, double-clicking, browser refresh, or similar user-initiated actions do not create an extra refund, credit, or compensation merely because they are duplicates. Each unintended ordinary order may be cancelled during its own fixed fifteen-second Pending window; once that window closes, only that cancellation opportunity ends. Automatic failed-order, partial-delivery, and seven-day unresolved-order settlements still apply normally.
Social media platform policy changes: Changes to the terms of service, community guidelines, content policies, algorithm, API, or any other aspect of any social media platform that affect the delivery, retention, visibility, or measurement of engagement previously delivered through the Services are not grounds for refunds. NotPanel has no control over social media platform policies and is not responsible for the impact of platform changes on previously delivered services.
Promotional credits, bonuses, and referral earnings: Promotional credits, bonus credits, sign-up bonuses, referral commissions, affiliate earnings, and any other non-deposited funds added to your Wallet through promotional programs, marketing campaigns, or referral activities are not refundable and cannot be withdrawn, transferred, or converted to cash or external payment under any circumstances.
Concurrent orders on multiple platforms: If you place orders for the same social media account, post, or content item on multiple SMM panels, services, or platforms simultaneously, and this concurrent ordering results in delivery issues, discrepancies, inaccurate counts, or other problems, those issues are not grounds for an additional discretionary refund, refill, or compensation after delivery. The automatic failed-order, partial-delivery, and seven-day unresolved-order rules above still apply. It is your responsibility to avoid placing conflicting or overlapping orders across multiple service providers.
User-initiated account setting changes during delivery: If you make changes to the target social media account's settings during the delivery period -- including but not limited to changing the account to private, modifying the username or handle, changing the profile URL, altering bio information, enabling two-factor authentication restrictions, or modifying any other account setting that may affect delivery -- and such changes affect delivery, those changes are not grounds for an additional discretionary remedy. They do not override the automatic failed-order, partial-delivery, or seven-day unresolved-order refund rules above.

Chargeback Policy

You must contact our customer support team at support@notpanel.com before filing any dispute, chargeback, reversal, or claim with your bank, credit card issuer, payment provider, or any other financial institution. Failure to do so will result in the consequences described below.

NotPanel takes chargebacks, payment disputes, and unauthorized reversal claims extremely seriously. Filing a chargeback or payment dispute without first contacting our support team and attempting to resolve the matter directly is considered a violation of this Policy and our Terms of Service. The following consequences and policies apply to chargebacks and payment disputes:

Immediate and permanent account suspension: Filing a chargeback, payment dispute, reversal claim, or similar action with your bank, credit card issuer, payment processor, or any other financial institution without first contacting NotPanel's customer support team and allowing a reasonable period (not less than seventy-two (72) hours) for investigation and resolution will result in the immediate and permanent suspension of your NotPanel account, without prior notice, without the opportunity to cure, and without any right to reinstatement. Discretionary promotional credits and other non-guaranteed benefits may be withheld following review. Automatic order refunds guaranteed by this Policy remain recorded and credited to the Wallet, without limiting any lawful recovery of genuinely disputed or fraudulent funds.
Pursuit of disputed amounts and associated fees: NotPanel reserves the right to pursue the recovery of the full disputed amount, plus any and all fees, charges, penalties, and costs incurred by NotPanel as a result of the chargeback or dispute, including but not limited to: chargeback fees imposed by payment processors; administrative and investigation costs; legal fees and expenses; and any other direct or consequential damages arising from the chargeback. We may pursue recovery through any lawful means available to us, including referral to collections agencies.
Comprehensive transaction documentation: NotPanel maintains detailed, timestamped, and auditable records of all payment transactions, deposits, order placements, service deliveries, refund issuances, and account activities. These records serve as evidence in the chargeback dispute process and will be submitted to the relevant payment processor, bank, or financial institution in response to any chargeback or dispute claim.
Removal of delivered services: Upon detection of a chargeback or payment dispute, NotPanel reserves the right to take immediate action to reverse, remove, cancel, or otherwise reclaim any and all services that were delivered in connection with the disputed transaction, to the extent technically feasible. This may include, without limitation, the cancellation of pending orders, the cessation of ongoing deliveries, and, where a partner-routed service allows it, submission of a cancellation request to the applicable independent fulfillment partner.
Blacklisting and fraud prevention: Users who file chargebacks without first contacting support may be added to our internal fraud prevention systems and may be prohibited from creating new accounts or making future purchases through the Services. Information about fraudulent chargebacks may be shared with our payment processors and fraud prevention partners as permitted by applicable law.

We strongly urge you to contact our customer support team at support@notpanel.com before taking any action with your bank or payment provider. Our support team accepts and triages payment-related reports around the clock, and we are committed to investigating legitimate concerns fairly. Resolution time varies with the payment rail and evidence required. Filing a chargeback should be a last resort after direct support channels have been used.

Refund Policy

General Refund Policy

Pending Order Cancellation

In-Progress Orders

Partial Delivery

Non-Delivery (Failed Orders)

Service-Specific Refill Support

Refill Exclusions

Discretionary Remedy Exclusions

Account Balance Is Not Withdrawable

Chargeback Policy

Limitation of Liability

Modifications to This Policy

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