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Refund

1. Refund Policy​

  • Ecomdy supports refunding all the Ecomdy available remaining balance from the Ecomdy account at the time our client requests the refund for a reasonable reason and without any suspended ad accounts.
    • If your ad account is still active (not being suspended), you should turn off all the campaigns, and withdraw back to the money to Ecomdy balance after 3 hours since pausing completed.
  • All incurred costs when using Ecomdy services will not be refunded.
  • Ecomdy refunds 100% of the amount only in case our customer has not yet been granted a TikTok ads account.
  • Ecomdy supports refunding on the payment methods (including accounts/cards/wallets/...) our clients used to add fund before to protect the account holder benefits and to make sure all payments are safe.

Please note that:

  • For TikTok ads spam/suspicious violations causing suspended ad accounts, Ecomdy supports refunding the Ecomdy available remaining balance only if our clients advertise the approved content (the advertised URL or video was submitted to review/verify with approval status on our platform). All the cases with non-approval content will not be supported to refund the available remaining balance due to intentional cheating action.
  • In case of suspended ad accounts, the Ecomdy team will review again all the advertising history, data, and client's behaviour and give a final decision for the refunding process after that.
note

Ecomdy can not support refunding the available remaining balance from suspending ad accounts if our ad account is fined (being suspended) for any reason as TikTok policy.

Here are some typical reasons that get an ad account suspended and Ecomdy can not guarantee for those cases:

  • Deploying products or services without obtaining prior approval from Ecomdy Media
  • Running prohibited products, such as weight loss, endocrine, sexual health, breast augmentation, MLM, financial, gambling, etc.
  • Advertisers engaging in spam actor/bad actor activities.
  • Altering landing page content, running landing pages featuring individuals wearing badges, doctors, or third-party logos, or having redirect links that violate unauthorized product guidelines.
  • Users associated with ad accounts that have a history of policy violations, engage in system evasion, or intentionally fail to pay advertising expenses will have their accounts suspended without refunds.
  • Violating TikTok's policies: https://ads.tiktok.com/help/article/advertising-on-tiktok-first-things-to-note?lang=en#anchor-0

2. How to request a Refund​

Step 1: In "Payment" tab, click "Refund" button

refund

Step 2: Fill out all the required information on the "Refund Request Form"

refund

  • "Requested amount": Enter the amount you want to refund. The request amount should not exceed your Ecomdy balance. Click "Max" to choose the maximum amount you can request for a refund.
  • "Refund Reason": select one of the following reasons:
    • Permanent service discontinuation
    • Temporarily stop using services
    • Other
  • "Detail reason": Please provide a detailed reason why you want a refund.
  • "Receiving method": choose one of the payment methods below and fill in the accurate payment details:
    • Credit Card
    • PayPal (PayPal email)
    • Payoneer (Payoneer email)
    • USDT (Wallet address, USDT network)
    • Airwallex: (Airwallex email)
    • Wise (Wise email, Account holder, Routing number, Account number, Account type, Address)
    • Tazapay (Tazapay email)
  • Tick the box "I have read and accepted the terms of service."
  • Click "Next"

Note
In case you choose the reason 'Permanent service discontinuation' and you still have money in the ad account, it will display as follows:

refund

You can choose:

  • Click 'Skip' if you want to proceed with the refund process.
  • Click 'Go to withdraw money': you will withdraw money from the ad account to the Ecomdy account. After that, you will need to start the refund request process from the beginning again.

Step 3: Carefully review your refund request. We will not be responsible if you provide incorrect information about the receiving method.
Click "Submit"

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Your refund request has been sent successfully

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note
  • We will process your refund within 1-5 business days. It will then take an additional 10-15 days for the refund to be reflected in your account.
  • The user will be responsible for any transaction fees.