Refund & guarantee policy

Last updated: 16.02.2026

By placing an order on this website, you agree to this policy.

Our services are digital services prioritised for fulfilment immediately after payment, which follow different rules than physical goods.

1. Nature of the services

The services consist of delivering digital engagement metrics for social media accounts, as described on the website.

Fulfilment begins immediately after payment is confirmed (within the technical limits of our platform and delivery partners).

2. Refund policy

Refunds are reviewed and, where appropriate, granted only in the following situations:

2.1. Automatically cancelled order

For example when:

  • the link is invalid or does not exist;
  • the account is private at processing time;
  • the username was changed before delivery.

2.2. Service cannot be delivered

For example due to:

  • technical restrictions of the platform;
  • inability to process the order for technical reasons attributable to the Provider’s delivery chain.

2.3. Confirmed duplicate payment

If a duplicate charge for the same order or a clear payment processing error is demonstrated.

To request a review: contact@popularitate.ro with your order code. We usually respond within 24 business hours. Approved refunds are processed through the same payment method used for the order; funds may take approximately 5–10 business days to appear, depending on the card issuer or payment processor.

3. Situations where refunds are not offered

We do not offer refunds if:

  • the client entered a wrong link due to their own fault;
  • the account becomes private after the order is placed;
  • the username is changed during processing or delivery;
  • the service has been partially or fully delivered as described on the website;
  • the social platform removes or adjusts metrics after delivery;
  • the client no longer wants the service after delivery has started or completed;
  • delays are caused solely by social platforms or other external factors outside Popularitate.ro’s control.

For full legal detail (including limits of obligation after delivery), see our Terms & Conditions, sections on refunds and warranty.

4. Service guarantee (refill)

For certain services we provide top-up / refill coverage according to the conditions shown at checkout and on the dedicated Guarantee page, where applicable.

The guarantee may include:

  • making up the shortfall versus the delivered level (automatic or manual process, as applicable);
  • following thresholds and steps described at checkout (e.g. verification, frequency).

The guarantee does not apply if:

  • the account becomes private;
  • the username is changed in a way that affects delivery;
  • the account is suspended or restricted by the platform;
  • the client deletes content linked to the order or changes the target link;
  • changes result from external intervention or breach of platform rules.

Guarantee duration (including a 14-day period or extensions) may vary by service and is shown at checkout.

5. Delivery time

Fulfilment begins immediately after payment is confirmed. In most cases delivery completes quickly. Under normal circumstances completion may be within up to 24 hours.

Some orders may take longer than 24 hours, depending on the quantity ordered, the chosen platform, traffic levels on third-party platforms, and the volume of concurrent orders on our site — without exceeding, where shown, the maximum timeframe (SLA) for the ordered service type.

6. Digital services and the right of withdrawal

Under applicable EU law on digital content and distance contracts (where it applies): by completing the order, the client agrees that fulfilment may begin immediately after payment confirmation and acknowledges that, once supply of the digital service has begun, the right of withdrawal may be excluded or limited where the law allows this for the nature of the service.

7. Client responsibilities

The client must:

  • provide a correct link or username;
  • keep the account public for the duration of delivery, where required;
  • not change the username or relevant link during delivery;
  • comply with the rules of the relevant social platforms.

8. Contact

Questions about this policy: contact@popularitate.ro.