Refund and dispute policy

Requests involving unused prepaid balance are reviewed by support and finance. Approved refunds are recorded separately from campaign spend in the ledger, so your balance history stays easy to read.

Spend tied to delivered impressions or ad delivery costs is reviewed against platform logs, campaign state, and reconciliation records before any adjustment.

Promotional credit, such as the signup offer, can only be spent on ads. It has no cash value, is never refunded or transferred, is limited to one per person and one per card, and any unused amount is removed when it expires (30 days after it is added, unless the offer says otherwise). When an offer asks you to add a card with automatic top-ups, the card is saved by Stripe and charged only when your balance falls below the top-up threshold shown before you add it; you can change the amounts or turn top-ups off at any time in Billing. We may end an offer or withhold credit from accounts that appear to be duplicates.

We track chargebacks and disputes, and we may pause account or campaign activity while evidence is gathered and our finance review is complete.

Contact support from the dashboard help page, or email billing@adprimezero.com, with the account email, the funding intent ID, and a short reason. Do not send card or bank details.