General Policy
Because our services involve real-time delivery through third-party providers, most orders are non-refundable once processing has begun. However, we are committed to fair resolution in cases where a service clearly failed to deliver as described.
When will I receive a refund or wallet credit?
Wallet credits are issued in the following situations: (1) an order was charged but never started due to a provider error, (2) an order was significantly underdelivered with no refill available, or (3) we are unable to resolve a confirmed error through normal support channels. All refunds are issued as wallet credit, not as cash returns.
I was charged but nothing was delivered, what do I do?
Open a support ticket immediately with your order ID. We will investigate with our provider and, if confirmed, issue a wallet credit for the amount charged within 2–5 business days.
My follower or view count dropped after delivery, can I get a refund?
Drops after delivery are handled through refill requests, not refunds. If your service includes a refill guarantee, open a ticket with your order ID and we will request a refill from the provider. Refill availability depends on the service tier, check the service description before ordering.
I topped up via Paynow but my wallet didn't update, what should I do?
If your Paynow payment was deducted but your wallet balance did not increase, open a ticket with your Paynow transaction reference number and the amount paid. We will verify and manually credit your account within 24 hours.
I topped up via EcoCash, OneMoney, InnBucks, or bank transfer but it hasn't reflected, what should I do?
Manual top-ups are reviewed and credited by our team. If your payment has not reflected within 2 hours, open a support ticket with: your payment method, the amount sent, the transaction reference or confirmation number, and the date and time of payment. We will verify and credit your wallet within 24 hours.
I used a coupon code, how does that affect a refund?
If an order placed with a coupon discount is refunded, the wallet credit issued will reflect the actual amount charged (after the discount was applied), not the original service price. Coupon credits themselves are non-refundable.
Can I withdraw my wallet balance?
Wallet funds are non-withdrawable, they can only be used to place orders on Clout Connect. If you topped up in error and have not placed any orders, contact support within 24 hours and we will review your case. Approved reversals are subject to verification.
Are there situations where refunds are not issued?
Refunds are not issued for: orders delivered as described (even if results were not what you hoped for), engagement drops that occur after the refill guarantee period, orders where the provided link was invalid or the profile was private at the time of ordering, wallet balance already spent on completed orders, or losses due to social media platform actions such as account bans or algorithm changes.
Processing Time
Approved wallet credits are processed within 2–5 business days. All resolutions are issued as wallet credit usable on future orders. We do not process cash refunds to original payment methods.
How to Request a Refund
Go to Support → New Ticket and include: your order ID or top-up reference, a clear description of the issue, and any relevant screenshots or transaction confirmations. We respond to all tickets within a few hours during business hours (CAT timezone).