This Refunds Policy explains how VNOX Media (“VNOX,” “we,” “us,” or “our”) handles refund requests for our managed advertising account services. This Refunds Policy is based on the conditions agreed with our Customers as part of our Service Agreement and applies to all Invitee Accounts, Business Manager assets, and related services provisioned through VNOX.

By using our Service, Customers acknowledge that they are responsible for paying all applicable fees, regardless of whether their advertising campaigns are ultimately successful. Ad performance depends on many factors outside VNOX’s control, including Platform algorithms, creative quality, targeting, audience response, and broader market conditions, and is therefore not, on its own, grounds for a refund.

We understand that account access services differ from ordinary product purchases, and that Customers want clarity on exactly what can and cannot be refunded. This Refunds Policy is designed to set clear, predictable expectations from the outset, so that both VNOX and the Customer understand their respective rights and obligations before any funds change hands.

1. Scope of This Refunds Policy

This Refunds Policy applies to fees paid for VNOX-managed advertising account access, including monthly account fees, spend-based commissions, and related onboarding charges. It does not apply to amounts already spent on live advertising campaigns with Meta, Google, or Snapchat, as that spend is transmitted directly to the relevant advertising Platform and is subject to that Platform’s own policies.

1.1 Service Fees vs. Ad Spend

It is important to distinguish between two categories of money that pass through a VNOX-managed account:

• Service fees — the monthly amount and any commission charged by VNOX for provisioning and maintaining account access. These fees cover infrastructure, account setup, monitoring, and support, and are earned as soon as the Service is delivered.
• Ad spend — funds allocated toward live advertising campaigns on Meta, Google, or Snapchat. Once spend is delivered to a Platform for an active campaign, it is generally non-recoverable from VNOX, as it has already been transmitted to the relevant Platform.

Understanding this distinction helps explain why only the remaining, unspent balance in an account (see Section 3) is generally eligible for a refund.

2. Refund Eligibility Conditions

To be considered for a refund under this Refunds Policy, the Customer must meet the following conditions:

• The Customer has accepted VNOX’s Invitee Terms and Conditions and Service Agreement and has paid all applicable fees prior to onboarding;
• The Customer provided complete and accurate information about the products, services, or creatives intended to be advertised, including disclosure of any prohibited or restricted items;
• The Customer notified their VNOX point of contact of any changes to products, creatives, or campaign details before the relevant campaign was launched;
• The Customer complied with the advertising policies of each Platform on which campaigns were run;
• The Customer promptly reported any account abnormalities, such as restrictions, disapproved campaigns, or login issues, to VNOX as soon as they were noticed.

Where VNOX determines that a Customer engaged in unethical behavior or otherwise failed to comply with the conditions above, VNOX reserves the right to terminate the relevant account, cancel the Agreement, and decline to issue a refund of any fees paid.

3. What Is Eligible for a Refund

Under this Refunds Policy, only the following amounts may be eligible for a refund:

• The remaining, unspent balance held in an ad account at the time a valid refund request is approved;
• Funds that are on hold and have not yet been allocated to an active advertising campaign.

Monthly account access fees, onboarding fees, and amounts already spent on live campaigns are generally non-refundable, except where required by applicable law.

4. Refund Methods and Processing Time

We accept and process refunds through the following methods:

• Cryptocurrency;
• Wise;
• Payoneer;
• Bank transfer.

Approved refunds are returned via the same payment method originally used by the Customer. For example, if a Customer funded their account using cryptocurrency, the refund will also be issued in cryptocurrency, and not converted to Wise, Payoneer, or a bank transfer. This helps us verify the identity of the recipient and prevent fraudulent refund requests.

Once a refund request has been approved, VNOX aims to process the refund within 3–5 business days. Processing times may vary slightly depending on the refund method and any additional verification required.

5. Non-Refundable Cases

5.1 General Non-Refundable Cases

Refunds will not be issued in the following circumstances:

• The Customer ran advertising campaigns that violated Platform policies without prior notice to, or approval from, VNOX, regardless of whether the account was subsequently restricted or suspended;
• The Customer misrepresented the nature of the product, service, or business being advertised;
• The Customer shared login credentials or account access with an unauthorized third party;
• The Customer’s use of the account otherwise breached the Invitee Terms and Conditions or Service Agreement.

5.2 Meta (Facebook) Accounts

For accounts connected to Meta Advertising Policies, refunds will not be issued if:

• When appealing a restricted or disabled account, Meta’s response cites serious violations such as data misuse, non-delivery of goods or services, or other formal policy warnings;
• The Customer insists on reusing creatives, websites, pixels, or IP addresses previously associated with a restricted account against VNOX’s guidance, resulting in the new account also being restricted;
• The Customer runs creatives or landing pages that differ from those submitted to VNOX for prior review. Once detected, VNOX may remove the Customer from the relevant ad account, terminate the cooperation, and no refund will be issued.

5.3 Google Ads Accounts

For accounts connected to Google Ads Policies, refunds will not be issued if:

• The Customer’s campaigns are suspended due to circumvention of systems, clickbait, or misrepresentation, as determined by Google;
• The Customer changes the destination URL, landing page, or advertised product without prior notice to VNOX;
• The Customer’s billing information triggers a payment dispute or chargeback with Google directly.

5.4 Snapchat Accounts

For accounts connected to Snapchat Advertising Guidelines, refunds will not be issued if:

• The account is restricted due to Customer-submitted creative that violates Snapchat’s community or advertising standards;
• The Customer fails to disclose that their product or service falls into a restricted advertising category prior to onboarding.

5.5 Changing Products or Services

If a Customer wishes to change the product or service being advertised on any Platform, they must notify VNOX in advance and obtain approval before doing so. Launching campaigns for an undisclosed or unapproved product or service may result in account restrictions and will not qualify for a refund under this Refunds Policy.

6. How to Request a Refund

To request a refund, Customers should follow the steps below:

• Step 1 — Contact us. Reach out via email or Telegram with your account details, the reason for the request, and any supporting information (such as screenshots of account restrictions or communications with a Platform).
• Step 2 — Review. Our team reviews the request against the eligibility conditions described in Section 2 and the non-refundable cases in Section 5, and may ask for additional details to verify the account history.
• Step 3 — Decision. We confirm the outcome of the review, including the refundable amount (if any) and the applicable refund method, consistent with Section 4.
• Step 4 — Processing. Approved refunds are processed within 3–5 business days using the original payment method.

Email: hi@vnoxmedia.com
Telegram: @vnox_agency

You can also visit our Contact Us page to reach our support team.

7. Chargebacks

Customers agree to contact VNOX directly to resolve any billing concerns before initiating a chargeback with their bank or payment provider. Filing a chargeback without first attempting to resolve the issue with VNOX may be treated as a breach of the Service Agreement and may result in suspension of account access while the matter is investigated.

8. Platform Outages and Technical Issues

From time to time, Meta, Google, or Snapchat may experience Platform-wide outages, delivery delays, or technical disruptions that are outside the control of both VNOX and the Customer. Where such an event is confirmed by the relevant Platform, VNOX will work in good faith with the Customer to resolve the impact — for example, by extending account access or adjusting timelines — but such events do not automatically entitle the Customer to a cash refund, since VNOX has already delivered the account infrastructure and service as agreed.

9. Changes to This Refunds Policy

VNOX may update this Refunds Policy from time to time to reflect changes in our processes or applicable law. Updates will be posted on this page with a revised date. Continued use of our Service after changes are published constitutes acceptance of the updated Refunds Policy.

10. Contact Us About This Refunds Policy

If you have questions about this Refunds Policy or would like to submit a refund request, please visit our Contact Us page or reach out to us directly:

Email: hi@vnoxmedia.com
Telegram: @vnox_agency

We encourage Customers to review this Refunds Policy alongside our Service Agreement and Invitee Terms and Conditions before onboarding, so that expectations around fees, account use, and refunds are clear from day one. Our support team is always available if you have questions about how this Refunds Policy applies to your specific situation.