Refund & Refill Policy

Last updated: Sep 1, 2026

Xoveni Refund & Refill Policy

Last Updated: September 1, 2026

This Refund & Refill Policy explains how Xoveni handles refunds, wallet credits, cancelled orders, partial orders, failed orders, refill requests, service drops, payment reversals, and related service issues.

This Policy forms part of the Xoveni Terms & Conditions and applies to all users, including direct customers, API users, resellers, and child-panel operators.

By adding funds, placing an order, using the API, purchasing reseller or child-panel services, or otherwise using Xoveni, you acknowledge and agree to this Refund & Refill Policy.

Service-specific descriptions, refill periods, cancellation availability, guarantees, limitations, and other conditions displayed at the time an order is placed form part of the rules applicable to that order.

Nothing in this Policy limits refund, cancellation, or consumer rights that cannot legally be excluded under applicable law.

1. General Refund Principle

Xoveni primarily operates through a prepaid wallet system, and refunds for SMM orders are generally handled as credits returned to the customer's Xoveni account balance.
Successfully delivered portions of an order are normally non-refundable.
Undelivered portions of eligible cancelled, failed, or partial orders may be returned to the customer's Xoveni wallet.
Cash refunds to the original payment method are not automatic and are available only where approved by Xoveni or required by applicable law.
Refund eligibility may depend on the service description, order status, delivery history, payment method, provider response, and circumstances of the request.

2. Wallet Credits

Where an order is eligible for a refund, the default refund method may be a credit to the customer's Xoveni wallet.
Wallet credits may generally be used toward future Xoveni Services.
Wallet credits resulting from an order adjustment are not automatically withdrawable or redeemable for cash.
The amount credited will normally correspond only to the eligible undelivered portion of the affected order.
Credits may be adjusted where the original transaction included bonuses, discounts, promotional funds, exchange-rate adjustments, or other account credits.

3. Completed Orders

Orders marked Completed are normally considered fulfilled based on the information reported by the relevant service provider or delivery system.
Completed orders are normally non-refundable.
A Completed status does not guarantee that followers, likes, views, subscribers, members, reactions, or other engagement will remain permanently.
Drops following completion are handled under the applicable refill rules, if the purchased service includes a refill guarantee.
A customer should contact Support if there is credible evidence that an order was incorrectly marked Completed without the requested delivery having occurred.

4. Partial Orders

An order may be marked Partial when only part of the requested quantity can be delivered.
Where supported by the service and system, the amount corresponding to the undelivered quantity will normally be returned to the customer's Xoveni wallet.
The successfully delivered portion remains chargeable and is normally non-refundable.
A Partial status does not mean that the entire order will be refunded.
The calculation of the refundable portion may depend on the recorded starting count, delivered quantity, service rate, and upstream provider data.

5. Cancelled Orders

Orders may be cancelled only where cancellation is technically supported by the relevant service or upstream provider.
Submitting a cancellation request does not guarantee that an active order can be stopped.
If an eligible order is successfully cancelled before full delivery, the unused portion may be returned to the customer's Xoveni wallet.
Any portion delivered before cancellation remains chargeable.
Some services are non-cancellable once processing has started.
Cancellation availability shown in the service description takes priority for the relevant order.

6. Failed and Error Orders

If an order fails before meaningful delivery occurs, the system may automatically cancel the order and return the eligible amount to the customer's Xoveni wallet.
Orders affected by temporary provider errors may remain pending while the system retries or while Xoveni investigates the issue.
An Error status does not always mean that an immediate refund is required if the order can still be safely retried or corrected.
Where the service cannot be delivered and no material portion has been completed, the eligible unused amount may be credited back to the customer's balance.

7. Pending and Processing Orders

Pending, In Progress, Processing, or similar active orders are not automatically eligible for refund.
Delivery times displayed by Xoveni are generally estimates unless a service expressly states otherwise.
An order exceeding its estimated delivery time does not automatically create a right to cancellation or refund.
Customers may contact Support where an order has been materially delayed beyond the expected service conditions.
Xoveni may request additional time to investigate the upstream provider before determining whether cancellation, replacement, or refund is appropriate.

8. Incorrect Order Information

Customers are responsible for checking all order information before submission.
Orders placed using an incorrect username, URL, post, profile, channel, page, video, quantity, or other target information are normally non-refundable once processing has begun.
If delivery occurs to the target information submitted by the customer, Xoveni is not required to refund the order because the customer intended to submit a different target.
Customers should immediately contact Support if they discover an error before processing begins, but Xoveni cannot guarantee that the order can be stopped or modified.

9. Private, Deleted, Restricted or Inaccessible Targets

Services requiring public access depend on the target remaining publicly accessible during processing.
Orders may become delayed, interrupted, cancelled, partially completed, or ineligible for refill if the target becomes private, deleted, suspended, age-restricted, region-restricted, renamed, blocked, or otherwise inaccessible.
Xoveni is not required to provide a refund for delivery problems caused by a customer changing the accessibility of the target after placing the order.
Customers should keep the target unchanged and publicly accessible until the order and any applicable refill process are complete.

10. Username, URL and Content Changes

Customers should not change usernames, URLs, post identifiers, channel identifiers, account names, or other order targets while an order is active.
Deleting or materially changing the target may prevent Xoveni or the upstream provider from verifying delivery.
Where delivery or refill tracking becomes impossible because the customer altered the target, the order may become ineligible for refund, cancellation, or refill.
Xoveni is not responsible for losses caused by customer-initiated changes that interfere with service measurement.

11. Duplicate and Overlapping Orders

Customers should not place multiple active orders for the same service and target before the previous order is complete unless the service expressly allows concurrent orders.
Customers should also avoid placing overlapping orders for the same metric through another provider while a Xoveni order is active.
Overlapping orders may make it impossible to determine which provider delivered particular results.
Where accurate delivery measurement becomes impossible because of overlapping orders, Xoveni may refuse a refund or refill request.
The customer assumes the risk of inaccurate tracking caused by duplicate or conflicting orders.

12. Organic Growth and External Activity

Social media accounts and content may receive organic growth, paid advertising traffic, external promotions, or engagement from other sources while a Xoveni order is processing.
Such activity may affect recorded starting counts, end counts, and provider calculations.
Xoveni cannot always distinguish organic or third-party activity from delivery associated with an order.
Where the provider's delivery measurement reasonably includes external changes, those changes do not automatically create refund eligibility.

13. Refill Eligibility

A refill is available only where the purchased service expressly states that refill protection is included.
Services marked No Refill, Non-Refill, or similar wording do not include refill coverage.
The applicable refill period begins according to the service rules and may differ between services.
Refill eligibility depends on the original service remaining active and the upstream provider continuing to support refill requests.
Customers should review the service description before ordering to confirm whether refill protection is included.

14. What a Refill Guarantee Means

A refill guarantee does not mean that followers, likes, views, subscribers, members, reactions, or other engagement will never decrease.
A refill guarantee means that eligible drops may be replaced during the stated refill period, subject to the applicable service conditions.
Refills generally restore eligible missing quantities up to the original purchased amount.
A refill does not entitle a customer to receive more than the original quantity purchased.
Refill delivery time may vary and is not necessarily the same as the original delivery speed.

15. Refill Periods

Different services may provide different refill periods, including limited-day refill periods or other service-specific durations.
The refill period displayed in the service description at the time of purchase applies to the order.
Once the refill period expires, drops are normally no longer eligible for replacement.
Xoveni is not required to extend a refill period because a customer did not notice or report a drop before the applicable period expired.
Service-specific refill conditions take priority over general refill expectations.

16. Refill Requests

Where manual refill requests are supported, customers should submit the request through the available order, refill, support, or API function.
Xoveni may verify the original starting count, delivered count, current count, previous refill history, and service conditions before approving a refill.
Refill requests may be submitted to the upstream provider for processing.
Submitting a refill request does not guarantee that the request qualifies under the service rules.
Refill requests may take time to review and process depending on provider availability and platform conditions.

17. Automatic Refills

Some services may support automatic refill monitoring or provider-managed automatic refills.
Automatic refill functionality depends on the service, upstream provider, platform conditions, and technical availability.
Customers should not assume that a service includes automatic refill unless it is expressly stated.
Automatic refill systems may require time to detect and replace eligible drops.

18. Circumstances That May Make a Refill Ineligible

A refill may be unavailable if the applicable refill period has expired.
A refill may be unavailable if the service was sold without refill protection.
A refill may be unavailable if the target becomes private, deleted, suspended, restricted, or inaccessible.
A refill may be unavailable if the username, URL, post, channel, profile, or other target has changed.
A refill may be unavailable if the customer places overlapping orders for the same metric.
A refill may be unavailable if another SMM provider is used for the same target and metric during the refill period.
A refill may be unavailable if accurate delivery measurement is no longer technically possible.
A refill may be unavailable if the customer intentionally removes, blocks, deletes, or otherwise interferes with delivered engagement.
A refill may be unavailable where the upstream provider has discontinued the service or refill function and no reasonable replacement is available.

19. Platform Cleanup and Algorithm Changes

Third-party platforms may remove accounts, followers, views, likes, comments, members, or other engagement as part of spam detection, security systems, policy enforcement, algorithm changes, or platform cleanup.
Xoveni does not control such third-party actions.
Eligible drops occurring during an active refill period may be handled through the refill process where supported.
Drops outside the applicable refill period do not normally create a right to refund.
Large-scale platform changes may affect refill availability or delivery feasibility.

20. Drops on No-Refill Services

Services expressly identified as No Refill are sold without a replacement guarantee.
Drops may occur at any time on No-Refill services.
Customers purchasing a No-Refill service accept the risk that delivered engagement may decrease after completion.
Drops on a No-Refill service are normally not eligible for refund, refill, replacement, or compensation.
Customers requiring greater retention protection should select a service that expressly includes refill coverage where available.

21. Refund Instead of Refill

A drop that qualifies for refill does not automatically qualify for a monetary refund.
Where a valid refill service is available, Xoveni may attempt to refill the order rather than issue a refund.
Refunds for dropped engagement are generally considered only where refill obligations cannot reasonably be fulfilled and where the applicable service rules support an adjustment.
Any adjustment may be calculated according to the unresolved eligible quantity rather than the entire original order.

22. Service Replacement

Where an upstream service becomes unavailable, Xoveni may, where appropriate, replace it with a materially similar service instead of cancelling the order.
Replacement may be used when it provides a reasonable way to complete or restore the purchased service.
Xoveni is not required to use a replacement where doing so would materially change the service characteristics or create technical or operational risk.
Where no reasonable replacement is available, the undelivered eligible portion may be credited according to this Policy.

23. Service Quality Complaints

A customer's subjective dissatisfaction with service quality does not automatically create refund eligibility if the service was delivered materially according to its description.
Customers should review all quality, geography, retention, speed, refill, and service characteristics before ordering.
Xoveni may investigate credible claims that a delivered service materially differed from the description shown at the time of purchase.
Where a material service error is verified, Xoveni may provide a refill, replacement, wallet adjustment, partial refund, cancellation, or another reasonable remedy.

24. Changes in Social Media Metrics

Third-party platforms may modify how views, impressions, reach, followers, likes, subscribers, or other metrics are calculated or displayed.
Platform reporting may be delayed, rounded, filtered, recalculated, or corrected.
Differences caused by platform reporting behavior do not automatically establish that an order was not delivered.
Xoveni may use available provider records, starting counts, screenshots, API information, and platform-visible data when reviewing a dispute.

25. Cash Refunds

Cash refunds are not the default method for ordinary SMM order adjustments.
Where Xoveni approves a cash refund, the refund will normally be returned to the original payment method where technically and legally possible.
Xoveni may require identity, account ownership, or payment verification before processing a cash refund.
Cash refunds may take additional time to appear depending on the payment provider, bank, card network, blockchain network, or financial institution.
Xoveni does not control processing delays imposed by external payment providers.

26. Payment Processing Fees

Payment processing fees charged by payment processors, banks, card issuers, cryptocurrency networks, blockchain networks, or other third parties may be non-refundable.
A cash refund may therefore be lower than the original gross payment where non-refundable third-party fees were deducted or incurred.
Currency conversion losses, exchange-rate differences, and network fees may also be non-refundable where permitted by applicable law.
Xoveni will not reimburse fees independently charged to the customer by their bank, card issuer, wallet provider, or other external financial service.

27. Cryptocurrency Payments

Cryptocurrency transactions may be subject to blockchain network fees, exchange-rate fluctuations, confirmation delays, and third-party processor fees.
Where a cryptocurrency refund is approved, the method and amount may depend on the payment processor and technical availability.
Blockchain transaction fees and exchange-rate differences may be non-refundable.
Xoveni is not responsible for losses caused by customers sending funds to an incorrect address, unsupported network, incorrect token, or incompatible payment destination where the error is outside Xoveni's control.

28. Promotional Credits and Bonuses

Promotional credits, deposit bonuses, referral bonuses, coupons, and other promotional value may not be refundable for cash.
Where a deposit containing promotional funds is refunded, related promotional or bonus credits may be removed from the account.
Xoveni may adjust a refund to prevent customers from retaining bonuses or promotional benefits connected to a reversed payment.
Fraudulent creation of multiple accounts or transactions to obtain repeated bonuses may result in removal of credits, account restriction, or termination.

29. Exchange Rates and Currency Adjustments

Xoveni may display balances or transactions in currencies different from its internal base currency.
Exchange rates may change between the date of payment and the date of refund.
A refund or account adjustment may therefore differ from the original displayed amount when converted into another currency.
Payment providers may independently apply conversion rates or foreign-exchange fees.
Xoveni does not guarantee reimbursement for exchange-rate differences unless required by applicable law.

30. Chargebacks and Payment Disputes

Customers should contact Xoveni Support before filing a chargeback or payment dispute when the issue relates to an authorized transaction or service problem.
A chargeback does not replace the normal refund or support process.
Fraudulent, abusive, or duplicate chargebacks may result in account restriction, suspension, termination, removal of credits, payment-method restrictions, or a negative wallet balance.
Xoveni may submit account records, order records, delivery evidence, support communications, IP information, transaction records, and other relevant evidence to a payment provider when responding to a dispute.
Nothing in this section limits rights relating to genuinely unauthorized transactions or other non-waivable legal rights.

31. Negative Account Balances

A customer's Xoveni wallet may become negative following a payment reversal, chargeback, refund reversal, subscription adjustment, provider correction, or other valid financial adjustment.
Xoveni may suspend new orders, API access, reseller functionality, child-panel functionality, or other account features until the negative balance is resolved.
Future deposits may be applied toward an outstanding negative balance before becoming available for new orders.

32. Duplicate Payments

If a customer believes the same deposit was charged more than once, the customer should contact Xoveni Support with the relevant transaction information.
Xoveni may review its payment records and information supplied by the payment processor.
A verified unintended duplicate payment may be refunded or credited as appropriate.
Transactions that merely appear similar but represent separate authorized deposits are not considered duplicate payments.

33. Unauthorized Transactions

Customers should notify Xoveni promptly if they believe a payment or account transaction was genuinely unauthorized.
Xoveni may temporarily restrict the affected account while investigating the issue.
Xoveni may request identity, account ownership, or transaction information to assist with the investigation.
Unauthorized transaction claims may also be subject to the rules of the relevant bank, card issuer, payment processor, wallet service, or other payment provider.

34. Reseller and Child-Panel Payments

Fees paid for reseller, child-panel, subscription, setup, SaaS, or related services may be governed by the plan terms displayed at the time of purchase.
Recurring subscription charges that have already covered an active billing period are normally non-refundable unless otherwise stated or required by applicable law.
Failure to use a reseller or child-panel service after purchasing it does not automatically create refund eligibility.
Technical problems caused by the reseller's own domain, DNS, third-party payment configuration, external credentials, or unsupported customization do not automatically create a right to refund Xoveni subscription fees.
Xoveni may provide reasonable technical assistance where the issue relates to Xoveni's own platform.

35. API Orders

Orders submitted through the Xoveni API are governed by the same refund, cancellation, partial-order, and refill rules as orders submitted manually.
API users are responsible for validating service IDs, quantities, links, usernames, and other request parameters before submitting an order.
Orders mistakenly created by a customer's own software, automation, script, integration, or API credentials are normally treated as authorized account activity.
Xoveni is not required to refund orders caused by programming errors, duplicate API calls, exposed API credentials, or incorrect customer-side automation once processing has begun.

36. Reseller End-Customer Refunds

Resellers and child-panel operators are responsible for establishing and administering refund policies for their own end customers.
A refund obligation owed by a reseller to its end customer does not automatically create a refund obligation from Xoveni to the reseller.
Xoveni evaluates the underlying reseller order according to Xoveni's own Terms, this Policy, and the applicable service description.
Resellers should not promise refund or refill rights exceeding those available for the underlying Xoveni service unless the reseller accepts the additional financial responsibility itself.

37. Processing Time for Refund and Refill Reviews

Refund, cancellation, and refill requests may require review of order data, provider responses, delivery records, payment information, screenshots, platform metrics, or other relevant information.
Processing time varies depending on the type of service and issue.
Upstream provider investigations may take additional time.
Customers should avoid submitting repeated duplicate support requests for the same issue, as this may delay efficient review.
Xoveni will use reasonable efforts to resolve valid requests as efficiently as practical.

38. Evidence and Verification

Xoveni may request screenshots, URLs, account information, starting counts, current counts, transaction identifiers, order identifiers, or other evidence reasonably necessary to investigate a claim.
Evidence should be accurate and must not be altered, fabricated, or misleading.
Submission of fraudulent or manipulated evidence may result in denial of the request and restriction of the account.
Xoveni may rely on its own system records and upstream provider records when evaluating refund or refill eligibility.

39. Abuse of Refund or Refill Systems

Customers must not intentionally manipulate order targets, metrics, account privacy settings, payment transactions, refill systems, chargebacks, or support processes to obtain unauthorized credits or replacements.
Customers must not submit knowingly false refund, drop, refill, delivery, or payment claims.
Repeated abusive or fraudulent refund or refill requests may result in restriction or termination of account functionality.
Xoveni may reverse improperly issued credits where fraud, technical error, duplication, or abuse is later discovered.

40. Refund Requests After Account Closure

Closing an account does not automatically create a right to withdraw the remaining wallet balance.
Outstanding orders, refunds, chargebacks, payment disputes, fraud investigations, negative balances, or other obligations may need to be resolved before an account is fully closed.
Eligible refunds requested before or during account closure will be handled according to this Policy.
Xoveni may retain transaction and refund records after account closure where reasonably necessary for accounting, fraud prevention, legal compliance, or dispute resolution.

41. Force Majeure and Third-Party Failures

Xoveni is not automatically required to provide compensation for delays or interruptions caused by events outside its reasonable control.
Such events may include major social-platform changes, internet outages, provider outages, payment-network failures, hosting failures, cyber incidents, governmental actions, natural disasters, or other force majeure events.
Where an order can no longer be fulfilled because of such an event, Xoveni may determine whether an unused eligible portion can be cancelled, replaced, or credited.
Successfully delivered portions remain subject to the normal refund rules.

42. Mandatory Consumer Rights

Nothing in this Policy excludes, limits, or waives refund, cancellation, warranty, or consumer rights that cannot lawfully be excluded or waived.
Where mandatory consumer law applies and conflicts with a provision of this Policy, the mandatory requirement will apply to the extent legally required.
Eligibility under mandatory law may depend on the customer's location, transaction type, service type, and individual circumstances.

43. Changes to This Policy

Xoveni may update this Refund & Refill Policy to reflect changes in services, upstream provider rules, payment methods, refill systems, platform conditions, legal requirements, or operational practices.
The latest version will be published on Xoveni with an updated “Last Updated” date.
Changes generally apply prospectively, while service-specific conditions shown when an existing order was placed may continue to govern that order where appropriate.
Where required by applicable law, additional notice of material changes may be provided.

44. Contact

Questions or requests regarding refunds, cancellations, partial orders, failed orders, refills, payment issues, or this Policy may be submitted through the Xoveni support system.
Email: support@xoveni.com
Website: https://xoveni.com

Policy Acknowledgment

By adding funds, placing an order, using the API, purchasing reseller or child-panel services, or otherwise using Xoveni, you acknowledge that you have read, understood, and agreed to this Refund & Refill Policy.