Refund Policy
Effective Date: February 3, 2025 | Last Updated: April 15, 2026
📑 Table of Contents
1. Overview
At Exaghost ("we," "our," "us"), we strive to ensure your complete satisfaction with our social media growth services. This Refund Policy outlines the specific circumstances under which refunds may be issued, the process for requesting refunds, and your rights as a customer.
By purchasing and using our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. If you do not agree with any part of this policy, please do not make a purchase.
⚠️ Important Notice Regarding Digital Services: Due to the intangible, digital nature of our services (social media followers, likes, views, and comments), all sales are considered final once delivery has begun. This is consistent with consumer protection laws regarding digital goods and services.
2. Digital Services Nature
Exaghost provides digital services that are:
- Delivered electronically to your social media account
- Consumed immediately upon delivery
- Impossible to "return" once delivered
- Of immediate value upon receipt
Because our services are digital and intangible, traditional return policies do not apply. Once you receive delivery of your order, you cannot "un-receive" the followers, likes, or views. This is why our refund policy is limited to specific circumstances described below.
Legal Basis: Under the EU Consumer Rights Directive and similar laws worldwide, the right to withdraw from a purchase (cooling-off period) does not apply to digital services that are fully performed with your consent before the withdrawal period ends. By placing an order, you consent to immediate performance of the service.
3. Refund Eligibility
You may be eligible for a full or partial refund only in the following specific situations:
| Situation | Refund Type | Condition |
|---|---|---|
| Complete Non-Delivery | 100% Full Refund | Order not delivered within 7 days of purchase |
| Significant Under-Delivery | Pro-rated Refund | Less than 50% of quantity delivered within 7 days |
| Duplicate Charge | 100% Refund of Duplicate | Accidentally charged twice for same order |
| Service Error | 100% Full Refund | We delivered completely different service than ordered |
| Technical Failure | 100% Full Refund | System error prevents service delivery |
Refund Request Deadline: All refund requests must be submitted within 7 days of your original purchase date. Requests submitted after 7 days will not be considered, regardless of the reason.
4. Non-Refundable Situations
Refunds will NOT be issued under any of the following circumstances:
🔄 Change of Mind
If you decide you no longer want the service after delivery has begun
🔒 Account Privacy Issues
If your social media account is private, suspended, deleted, or restricted
❌ Incorrect Information
If you provide an incorrect username or invalid account information
📉 Normal Follower Drop-Off
Standard follower loss due to platform purges (we offer free refills instead)
📱 Platform Policy Changes
If social media platforms change their policies affecting delivery
⚡ Third-Party Interference
If you use other services simultaneously that interfere with our delivery
✅ Completed Orders
Orders that have been fully delivered as advertised and described
⏰ Delayed Start
Orders that started later than estimated but were still delivered
📌 Important Note on Retention: If you experience significant drops in followers/engagement within your retention period (30-365 days), we offer free refills rather than refunds. This is a better value for you, as you receive replacement engagement at no cost. Contact support with your order ID to request a refill.
5. Cooling-Off Period Disclaimer
⚠️ IMPORTANT FOR EU CUSTOMERS:
Under the EU Consumer Rights Directive (2011/83/EU), consumers generally have a 14-day "cooling-off" period during which they can withdraw from a purchase. However, this right does not apply to digital services that are fully performed with your prior express consent.
By placing an order on Exaghost, you:
- Explicitly consent to the immediate performance of the digital service
- Acknowledge that you will lose your right of withdrawal once the service begins
- Agree that the service may start immediately upon payment confirmation
For customers outside the EU, the same principle applies: digital services are considered consumed at the moment of delivery and cannot be returned.
Your Choice: If you are unsure about purchasing, we encourage you to:
- Read customer reviews and testimonials first
- Start with a small test order (e.g., 100 followers)
- Contact our support team with any questions before purchasing
6. Refund Request Process
To request a refund, please follow these mandatory steps:
Email support@exaghost.com within 7 days of your order date.
Your Order ID (from your confirmation email) and the email address used for purchase.
Explain why you are requesting a refund. Attach screenshots as evidence if applicable.
Our team will review your request within 2-3 business days.
We will notify you of approval or denial. If approved, refund processing begins.
📧 Subject Line Format: Please use this format for faster processing: Refund Request - Order #(your order number)
7. Refund Timeline
Once your refund is approved, here is the timeline for each payment method:
| Payment Method | Processing Time | Funds Available |
|---|---|---|
| Credit/Debit Card (Visa, MC, Amex, Discover) | 5-7 business days | 5-10 business days |
| PayPal | 1-2 business days | Immediate to 24 hours |
| Bank Transfer / Debit Card | 7-10 business days | 7-14 business days |
Note: Business days are Monday through Friday, excluding US federal holidays. The time it takes for the refund to appear in your account depends on your bank's processing times.
Refund Confirmation: You will receive an email confirmation once we have processed your refund. This email will include a reference number you can provide to your bank if needed.
8. Refund Calculation
Refunds are calculated as follows:
- 100% Refund: Full purchase price including any taxes or fees
- Pro-rated Refund: (Undelivered Quantity ÷ Total Quantity) × Purchase Price
- Example: If you ordered 1,000 followers for $50 and received only 400, you would receive: (600 ÷ 1,000) × $50 = $30 refund
Important: Payment processing fees (charged by Stripe/PayPal) may be non-refundable in some cases. If a full refund is issued, we will refund the full amount you paid, and the payment processor will return their fee to us.
9. Partial Refunds
Partial refunds may be issued in the following scenarios:
- Partially Delivered Orders: Refund for the undelivered portion only (pro-rated)
- Quality Issues: At our discretion, partial compensation for lower than expected quality
- Significant Delays: Partial compensation when delivery is severely delayed (but still completed)
Partial Refund Example: Order 5,000 followers ($100), only 3,000 delivered. Partial refund = (2,000 ÷ 5,000) × $100 = $40.
10. Order Cancellation
10.1 Before Delivery Starts
If you cancel your order before any delivery has begun (typically within 10 minutes of placing the order), you will receive a 100% full refund. Contact support immediately if you wish to cancel.
10.2 After Delivery Has Started
Once delivery has begun, cancellation is not possible. Our system automatically processes orders, and we cannot "stop" delivery mid-process. No refund will be issued if you request cancellation after delivery has started.
10.3 Completed Orders
Fully delivered orders are non-refundable and non-cancellable.
Pro Tip: If you're unsure about our services, start with a small test order (e.g., 100 followers) before placing larger orders.
11. Subscription Refunds
For customers on recurring subscription plans:
- Cancel Anytime: You may cancel your subscription at any time from your account dashboard
- No Refunds for Past Months: We do not refund previous months' charges
- Pro-rated Refunds: We do not offer pro-rated refunds for partial months
- Cancellation Effective Date: Cancellation takes effect at the end of your current billing cycle
- No Further Charges: You will not be billed after cancellation
To Cancel Subscription: Log into your account → Settings → Subscriptions → Cancel. You will receive a confirmation email.
12. Chargeback Policy
⚠️ PLEASE READ CAREFULLY - IMPORTANT
A chargeback occurs when you contact your bank or credit card company to reverse a charge without first requesting a refund through Exaghost. We take chargebacks very seriously.
🚨 Before You File a Chargeback:
- Contact us first! Most issues can be resolved directly through our support team
- We are reasonable and want to help you — please give us a chance
- Filing a chargeback without contacting us is considered bad faith
Consequences of Filing a Chargeback:
- Immediate Account Suspension: Your Exaghost account will be locked
- Permanent Ban: Your email, IP address, and payment method will be banned
- Debt Collection: We may refer the matter to a collection agency
- Credit Report Impact: Unresolved chargebacks may affect your credit score
- Legal Action: We reserve the right to pursue legal remedies for fraudulent chargebacks
How We Respond to Chargebacks:
If you file a chargeback, we will:
- Gather evidence of delivery (screenshots, timestamps, order confirmation)
- Submit this evidence to your bank to dispute the chargeback
- Provide documentation that you received the service you paid for
If the chargeback is found in our favor (most are), you may be responsible for additional fees charged by your bank.
✅ The Right Way to Resolve Issues: Contact support@exaghost.com first. We will work with you to resolve any legitimate issue. Chargebacks should be an absolute last resort, not a first response.
13. Dispute Resolution
13.1 Informal Resolution
Before pursuing any formal dispute, you agree to contact us first at legal@exaghost.com to attempt to resolve the issue informally. We will make a good faith effort to resolve your dispute within 30 days.
13.2 Binding Arbitration
If we cannot resolve the dispute informally, any dispute relating to refunds or this Refund Policy shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association (AAA) in Wilmington, Delaware.
13.3 No Class Actions
You agree that any dispute resolution proceedings will be conducted only on an individual basis and not as a class, consolidated, or representative action.
Governing Law: This Refund Policy is governed by the laws of the State of Delaware, United States, without regard to conflict of law principles.
14. Contact Information
For refund requests, questions, or concerns about this policy:
📧 Refund Requests: support@exaghost.com
📧 Billing Disputes: billing@exaghost.com
📧 Legal & Disputes: legal@exaghost.com
📍 Physical Address: Exaghost LLC, 1209 Orange Street, Wilmington, New Castle County, DE 19801, United States
📞 Phone: +1 (302) 123-4567
📝 For fastest service: Include your Order ID and the word "REFUND" in the subject line.
Example subject: REFUND REQUEST - Order #EXG-12345 - 1,000 Instagram Followers
