REFUND AND WALLET POLICY

1.1 YouTubeSupport.io ("Platform", "Website", "we", "us", "our") operates on a prepaid coin-based Wallet system. Users purchase Coins in Indian Rupees (INR) through supported payment gateways, which are then used to order Services available on the Platform.

1.2 Because the Services offered by YouTubeSupport.io involve digital delivery mechanisms that are initiated immediately upon order placement and cannot in most cases be reversed, clawed back, or technically withdrawn once begun, the Platform maintains a strict financial and refund policy as described in this document.

1.3 By using the Platform, making any payment, topping up Your Wallet, or placing any order, You acknowledge that You have read, understood, and agree to be bound by this Refund and Wallet Policy in its entirety.

1.4 This Policy is governed by applicable Indian law, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000.

In this Refund and Wallet Policy, unless the context otherwise requires:

• "Wallet" means the User's account-linked digital balance on the Platform, funded through Coin purchases made via supported payment gateways.
• "Coins" means the digital units of value used within the Platform to purchase Services.
• "Top-Up" means the act of adding Coins to the Wallet by making a payment in Indian Rupees (INR) through a supported payment gateway.
• "Order" means a request placed by a User to purchase a specific Service using Coins from their Wallet.
• "Refill Guarantee" means a documented commitment explicitly stated in a specific Service description that entitles the User to a restoration of metrics that have dropped within a defined guarantee period.
• "Drop" means a reduction in social media metrics such as followers, subscribers, likes, views, or comments following the delivery of a Service, resulting from actions taken by Third-Party Platforms including the removal of inactive, spam, or suspicious accounts.
• "Non-Delivery" means the confirmed failure of an Order to be initiated or completed solely due to a technical malfunction, system error, or network-level issue attributable to the Platform.
• "Payment Gateway" means any third-party payment processing service integrated into the Platform from time to time, including but not limited to Razorpay and such other processors as may be added.
• "Chargeback" means a reversal of a payment transaction initiated by a User through their bank, card issuer, or payment processor.
• All other capitalised terms used but not defined herein shall have the meanings assigned to them in the Terms of Service.

3.1 Nature of the Wallet: The Wallet is a prepaid digital balance maintained within the User's account on the Platform. It is not a bank account, payment instrument, or financial product regulated under the Reserve Bank of India Act, 1934 or the Payment and Settlement Systems Act, 2007.

3.2 Purchasing Coins: Users may add Coins to their Wallet by completing a Top-Up transaction in Indian Rupees (INR) through a supported Payment Gateway. All transactions on the Platform are conducted exclusively in INR.

3.3 Supported Payment Gateways: The Platform currently supports payments through Razorpay, including all payment methods made available through Razorpay such as UPI, debit cards, credit cards, and net banking. Additional Payment Gateways may be integrated by the Platform from time to time and will be made available at checkout.

3.4 Wallet Balance Usage: Coins credited to the Wallet may only be used to purchase Services available on the Platform. Wallet balances:

1. a) Are intended solely for use within YouTubeSupport.io;
2. b) Are non-transferable between accounts or to any other person or entity;
3. c) Are not redeemable for cash or any monetary equivalent;
4. d) Cannot be withdrawn to any bank account, UPI ID, credit card, debit card, or external wallet under any circumstances, except where expressly required under applicable Indian law.

3.5 Wallet Balance on Account Termination: In the event that an account is suspended or terminated by YouTubeSupport.io due to a violation of the Terms of Service or Acceptable Use Policy, any remaining Wallet balance shall be forfeited without refund, compensation, or credit. For details, refer to Clause 7 of the Terms of Service.

4.1 All payments made to purchase Coins and fund the Wallet are generally final and non-reversible upon the successful completion of the transaction through the Payment Gateway.

4.2 Once a Top-Up transaction has been successfully processed and Coins have been credited to the User's Wallet, the transaction shall be considered complete and binding, subject only to the limited exceptions described in Clause 5 of this Policy.

4.3 YouTubeSupport.io shall not be obligated to refund any Top-Up amount to the User's original payment source, including bank accounts, UPI IDs, credit cards, debit cards, or external wallets, except in the circumstances expressly stated in this Policy or where required under applicable Indian law.

5.1 Notwithstanding the general finality of payments described in Clause 4, YouTubeSupport.io may consider refunds or credits in the following limited circumstances:

1. a) Duplicate Payments: Where a User has been charged more than once for the same Top-Up transaction due to a technical error at the Payment Gateway or on the Platform, the duplicate amount shall be refunded to the User's Wallet as a Coin credit or, where technically feasible and legally required, to the original payment source.
2. b) Technical Processing Failures: Where a payment has been successfully debited from the User's bank account or payment instrument but Coins have not been credited to the Wallet due to a confirmed technical failure attributable to the Platform or Payment Gateway, the Platform shall credit the applicable Coins to the Wallet upon verification of the failed transaction.
3. c) Platform-Side Billing Errors: Where an error in the Platform's billing system has resulted in an incorrect charge being levied on a User, the Platform shall rectify the error by crediting the appropriate Coin amount to the Wallet.
4. d) Legal Requirement: Where applicable Indian law expressly requires a refund to be issued in a particular circumstance, YouTubeSupport.io shall comply with such legal obligation.

5.2 All refund or credit requests under this Clause must be submitted to the Platform's support team at admin.youtubesupport@gmail.com within 7 days of the transaction date, along with supporting documentation such as payment confirmation, transaction reference numbers, and screenshots.

5.3 YouTubeSupport.io reserves the right to investigate and verify all refund claims before processing. The Platform's determination following such investigation shall be final, subject to any rights available to the User under applicable Indian law.

6.1 Non-Delivery of Orders

6.1.1 If an Order cannot be initiated or completed solely due to a confirmed system error, technical malfunction, or network-level issue directly attributable to the Platform, the Coin value of the affected unfulfilled Order shall be credited back to the User's Wallet balance.

6.1.2 Non-Delivery credits shall apply only to the specific unfulfilled Order and shall not extend to any indirect losses, anticipated outcomes, or consequential damages claimed by the User.

6.1.3 The User must report a Non-Delivery within 7 days of the Order being placed by contacting the Platform's support team at admin.youtubesupport@gmail.com, providing the relevant Order ID and details.

6.2 User Errors

6.2.1 YouTubeSupport.io shall not issue any refund, Coin credit, replacement, or adjustment where the failure of a Service arises wholly or partly from:

1. a) Submission of an incorrect, invalid, or non-existent social media profile link or username;
2. b) Submission of a link to a private, restricted, or inaccessible social media account or content at the time the Order was placed or processed;
3. c) Inaccurate or incomplete order information submitted by the User;
4. d) Deletion, deactivation, or modification of the target social media account or content by the User after the Order was placed;
5. e) Violations of the Terms of Service, Community Guidelines, or API policies of any Third-Party Platform that result in content removal, account restriction, or service failure;
6. f) The User ordering a Service that is incompatible with the nature, settings, or restrictions of the target account or content.

6.2.2 It is the User's sole responsibility to ensure that all submitted links, usernames, and order information are accurate, complete, and publicly accessible where required, prior to placing an Order.

6.3 Drops, Fluctuations, and Platform Cleanups

6.3.1 Users acknowledge and agree that social media platforms including YouTube, Instagram, and Facebook regularly conduct automated and manual reviews that result in the removal of inactive, spam, bot, restricted, or otherwise suspicious accounts and engagements.

6.3.2 As a consequence of such Third-Party Platform activity, Users may experience a reduction or fluctuation in delivered metrics such as followers, subscribers, likes, views, or comments after an Order has been completed. Such reductions are outside the control of YouTubeSupport.io and do not constitute a failure of service delivery.

6.3.3 Refunds, Coin credits, or refill obligations arising from metric drops or fluctuations shall apply only where:

1. a) The specific Service description at the time of ordering explicitly included a documented Refill Guarantee;
2. b) The refill request is submitted within the Refill Guarantee period expressly stated in the Service description.

6.3.4 Where a Refill Guarantee applies, the Platform shall restore the dropped metrics to the originally delivered level within a reasonable time, subject to technical feasibility and Third-Party Platform conditions.

6.3.5 Except where a Refill Guarantee is explicitly stated in the Service description, metric drops, fluctuations, or reductions shall not give rise to any refund, credit, or compensation obligation on the part of YouTubeSupport.io.

7.1 Users agree not to initiate any fraudulent, unjustified, or premature chargeback, payment dispute, or payment reversal through any bank, card issuer, UPI provider, or Payment Gateway in relation to any transaction conducted on the Platform.

7.2 Before initiating any dispute through a payment processor, Users are required to first contact YouTubeSupport.io's support team at admin.youtubesupport@gmail.com and allow the Platform a reasonable opportunity to investigate and resolve the matter in accordance with this Policy.

7.3 Where a chargeback or payment dispute is initiated by a User, YouTubeSupport.io reserves the right, to the extent permitted under applicable law and following a fair review process, to:

1. a) Temporarily suspend or freeze the User's account pending investigation;
2. b) Pause or cancel all pending and active Orders associated with the account;
3. c) Restrict further transactions, Top-Ups, or use of the Wallet;
4. d) Forfeit any remaining Wallet or Coin balance associated with the account;
5. e) Pursue recovery of any losses, costs, or fees incurred by the Platform as a result of the chargeback, including Payment Gateway dispute fees.

7.4 YouTubeSupport.io shall maintain records of all transactions and communications that may be used as evidence in the event of a chargeback investigation or dispute proceeding.

7.5 Nothing in this Clause shall prevent a User from exercising their lawful rights under applicable Indian consumer protection law, including the Consumer Protection Act, 2019.

8.1 All prices displayed on the Platform for Coin Top-Ups are inclusive of or exclusive of applicable taxes as stated at checkout. Users are responsible for any applicable Goods and Services Tax (GST) or other statutory levies as may apply to transactions conducted on the Platform.

8.2 Payment Gateway transaction charges, if any, shall be as displayed at the time of checkout and may vary depending on the payment method selected by the User.

9.1 All transactions on the Platform are conducted exclusively in Indian Rupees (INR). YouTubeSupport.io does not currently accept payments in any foreign currency.

9.2 Users accessing the Platform from outside India acknowledge that their bank or payment provider may apply currency conversion charges, and that YouTubeSupport.io shall not be responsible for any such additional costs.

10.1 YouTubeSupport.io reserves the right to modify, amend, or update this Refund and Wallet Policy at any time. Changes will be effective upon posting the revised Policy on the Platform.

10.2 Material changes may be communicated through Website notices, email notifications, or account dashboard announcements.

10.3 Your continued use of the Platform or the Wallet following any such changes constitutes Your acceptance of the revised Policy. Users are encouraged to review this Policy periodically.

11.1 If You have a complaint or grievance relating to any transaction, Wallet balance, Order, or refund matter, You may contact the designated Grievance Officer:

• Name: YouTubeSupport.io
• Designation: Grievance Officer
• Email: admin.youtubesupport@gmail.com
• Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST

11.2 The Grievance Officer shall acknowledge Your complaint within twenty-four (24) hours of receipt and shall endeavour to resolve the same within fifteen (15) days from the date of receipt, in accordance with the Information Technology Act, 2000 and rules made thereunder.