Refund policy

1. General policy

Every order includes a 30-day refill guarantee: if delivered engagement drops within 30 days of purchase, we refill it free. The one exception is TikTok LIVE views, which join a stream while it is live and cannot be refilled once it ends. Refunds are for orders that fail to deliver — if we make a targeting error, miss the quantity, or take a charge for which you never received a working order, we make it right with a refund. We do not offer refunds for engagement that was delivered as ordered; a drop inside the 30-day window is covered by the refill.

The refund covers:

• orders that fail to deliver the agreed quantity within the timeline shown on the service page;
• targeting errors that we caused on our side; and
• charges where you never received a working session through our payment gateway.

2. Exclusions

The following are not eligible for a refund:

• requests submitted more than 30 days after the date of purchase;
• free credits, promotional services, or anything else provided at no charge;
• orders placed against accounts that have since been deleted, deactivated or set to private — we can't recover what doesn't exist;
• orders where the required delivery information (URL or username) was not provided;
• a reduction in delivered engagement caused by a change you made — for example switching to private or deleting the post the order was placed against; and
• orders affected by a breach of our Terms of service.

3. How to request a refund

1. Email support@thunderclap.com with your order number, the email used at checkout, and a short note about what went wrong.
2. Your customer success manager replies within 12 hours to verify eligibility.
3. If the request is eligible, we offer store credit first (instant) or a refund to your original payment method (3–10 business days).
4. If you take the refund, we send confirmation once the gateway has processed it.

4. Store credit

Store credit is the first resolution we offer because it's instant — it lands in your Thunderclap balance the moment your customer success manager approves the request, with no waiting on banks. It's also worth 10% more than the equivalent cash refund as a thank-you for keeping the relationship, and it can be applied to any future order across any platform we support.

5. Right to refuse a refund

We may refuse a refund request in any of these circumstances:

• any attempt to abuse or exploit our refund terms;
• repeated refund requests from the same customer, for the same or different services;
• failure to follow our Terms of service or this Refund Policy; or
• abuse, threats or harassment of our team members — our team treats every customer with respect, and we ask the same in return.

6. Service-specific guidelines

Once an order has been delivered in full, it is no longer eligible for a refund, but the 30-day refill guarantee still applies to it. If you notice a problem with the delivery or quality of an order, contact support before the 30-day window ends — we can't consider a request after it.

Subscription charges are not prorated: the period you paid for is delivered, and anything already delivered — and any growth credits already in your wallet — stay yours if you cancel. See Subscriptions in our Terms of service.

7. Questions

Questions about refunds? Email support@thunderclap.com or use the contact form — we answer 24/7. By placing an order you accept these refund terms in full. We may update them at any time; the version that applies to an order is the one in force when you placed it.