1. Overview
This Refund Policy applies to promotion orders confirmed with Prima support. It is designed around a scheduled, time-based service. Nothing here limits refund, cancellation, or consumer rights that cannot legally be limited.
2. Cancellation or rescheduling before the confirmed start
- If Prima cannot accept or deliver the confirmed order, you may choose a full refund of the affected undelivered amount or a new mutually agreed time.
- If you ask to cancel or reschedule before work has begun, contact support promptly. We will confirm the available refund or rescheduling option based on whether capacity, third-party costs, or work has already been committed.
- If a mandatory consumer cancellation right applies to you, it remains available. If you ask us to begin a service during a statutory cancellation period, you may be responsible for the proportion already performed where law allows.
3. If promotion time is not delivered as confirmed
If an outage, technical failure, scheduling error, or other issue attributable to Prima prevents delivery of confirmed promotion time, we will review the service record and offer one or more of the following as appropriate:
- Make-up promotion time;
- Rescheduling of the affected portion; or
- A proportional refund for confirmed time that was not delivered.
If the entire confirmed service was not delivered for a reason attributable to Prima and no acceptable replacement is provided, the affected order is eligible for a full refund.
4. Room availability and client readiness
You are responsible for providing a correct public room link or username, going live before the confirmed start, and remaining live during the ordered window. If the room is private, offline, inaccessible, incorrect, or removed, contact support immediately.
Support may pause, delay, or offer a new time when reasonably possible. Time already committed or delivered while the room was unavailable is not automatically refundable, but we will review exceptional circumstances fairly.
5. Results that are not refund guarantees
A completed promotion window is not refundable solely because a hoped-for audience or commercial outcome did not occur. This includes:
- A specific page, rank, or duration at a rank;
- A particular viewer count, followers, interactions, tips, or revenue;
- Audience retention or conversion;
- Platform moderation, account restrictions, category changes, outages, or ranking-system changes outside Prima’s control.
Pages 1–3 and typical movement timing are dynamic targets, not fixed guarantees. This section does not apply where the paid promotion time itself was not delivered as confirmed.
6. How to request a refund review
Contact Prima support on Telegram and provide:
- Your Telegram username and approximate order date;
- The platform and public room link or username;
- The confirmed start time and duration;
- A concise description of what went wrong; and
- Any relevant screenshots or messages.
Submit the request as soon as reasonably possible and preferably within 7 days of the affected service. We aim to acknowledge requests promptly and may ask for information needed to verify delivery.
Cryptocurrency refunds
For an approved refund of a cryptocurrency payment, Prima will normally return the refundable amount using the original digital asset and blockchain network where practical, unless support agrees to another supported asset or network. You must provide and verify a compatible refund address. Blockchain network fees, confirmation times, exchange restrictions, and technical availability may affect the amount received and processing time. Prima is not responsible for funds lost because an incorrect, incompatible, or unsupported refund address or network was supplied.