Refund Policy
When an order is refunded to your wallet balance, when the refill guarantee applies instead, and how to claim either one.
If we cannot start your order, you get the money back to your wallet balance. If we already started delivering, the refill guarantee on the service page covers any drop instead of a cash refund. Send us the Order ID and we sort it out.
1. When we refund in full
A full refund is issued to your RunScale wallet balance when:
- The order could not be started at all — for example the supplier rejected it, had no capacity, or discontinued the service.
- The target link format is not supported and no equivalent service can be substituted.
- You were charged twice for the same order.
- The order was cancelled by us before any delivery took place.
2. Partial refunds
When an order is marked Cancelled or Partial · Refunded in your dashboard, the undelivered portion is credited back to your wallet balance automatically. You do not need to open a ticket for this — it happens as part of the cancellation.
3. What is not refundable
- Orders where delivery has already started, in whole or in part.
- Orders placed against a private, renamed, deleted or incorrect link. This is stated on every product page before you order: we can only deliver to a reachable public target.
- Count loss caused by the platform itself cleaning up accounts, or by you changing the target after delivery started.
- Orders that violate our Terms of Service.
If the count drops after delivery, that is what the refill window is for — see the next section.
4. Refill instead of refund
Most services carry a refill window (commonly 30 days, sometimes 60 or 90, and some explicitly "not guaranteed" — the exact value is printed on the service page and in your order record). If the delivered count drops inside that window, we top it up at no charge. To claim it, send your Order ID to Telegram support; we verify live retention and replenish. Refill is the remedy for drops, a refund is the remedy for non-delivery.
5. How to request a refund
- Find the Order ID (it starts with RS) in your dashboard.
- Message Telegram support (https://t.me/RunScaleSupport) or use the contact form.
- State the Order ID and what went wrong. A screenshot helps when the count looks off.
We review refund requests within 1–3 business days. Approved refunds land in your wallet balance, not back on the blockchain — on-chain payments are settlement-final by design.
6. Wallet balance and payouts
Wallet balance exists to place orders. Where a balance is eligible for payout, the rules shown on the dashboard apply: a minimum of 20 USDT per request, a 10% processing fee, TRC-20 or BEP-20 only, and every request is reviewed before it is released. A rejected payout is returned to your balance in full. See the Terms of Service for the complete payout terms.