Refund policy

Refund policy

How refunds work on 9SMM.COM: which orders are refunded without you asking, how the amount is worked out, and how cancel and refill requests are handled. For everything else, see our Terms of Service and Privacy policy.

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Refunds go to your balance

Every order on 9SMM.COM is paid from your account balance at the moment you place it. When an order is refunded — automatically or by our support team — the money is credited back to that same balance and can be spent on a new order straight away. Each refund shows as its own line on the Transactions page and next to the order itself.

Refunds are not sent back to the card, wallet or bank account you used to add funds, and the panel has no cash-out function. If you believe a deposit itself was made in error, open a ticket — deposit reversals are reviewed by hand, case by case.

Automatic refunds

You do not need to ask for a refund when an order closes with one of these statuses:

  • partial — delivery stopped before the full quantity. The undelivered part is refunded.
  • canceled — the order could not be delivered (often a private, deleted or wrong-format link). Whatever was not delivered is refunded; if no delivery progress was recorded, the full charge is refunded.

The refund is credited at the same moment the order status changes.

How the amount is calculated

Refunds are proportional to what was not delivered:

refund = charge × remains ÷ quantity − anything already refunded

  • remains is the number of units still undelivered when the order closed. For example, an order of 1,000 that cost $2.00 and closed as partial with 400 remaining refunds $0.80.
  • Amounts already refunded on the same order are subtracted first, so one order is never refunded twice and the total refund can never exceed what you paid.
  • If more was delivered than you ordered, you are not charged extra.

Cancel requests

You can ask to cancel an order from the Orders page or through the API when all of these are true:

  • the service is marked as supporting cancellation,
  • the order is still pending, processing or in_progress,
  • and you have not already sent a cancel request for that order.

A cancel request is recorded on the order and the order may keep its current status until it is processed — that is expected. Anything already delivered stays delivered; the rest is refunded using the calculation above once the order closes as canceled or partial.

For orders split into several runs (drip-feed), the run currently being delivered finishes first. The runs that have not started yet are then canceled and refunded immediately, and no new runs are sent.

Refill instead of refund

If delivered followers, likes or views drop after an order has finished, the remedy is a refill, not a refund. A refill request is accepted when:

  • the service is marked Refill,
  • the order closed as completed or partial,
  • the request is made within the refill period shown on the service, counted from the day the order was placed (a service with no period set has no time limit),
  • and no refill has been requested on that order before.

Orders on services without Refill are not topped up or refunded for drops that happen after delivery.

Cases handled by support

Some situations are not refunded automatically and are reviewed by our team:

  • An order showing error could not be sent for delivery. It is not refunded by itself: the team either retries it or cancels it, and canceling refunds the undelivered amount.
  • An order that closed as completed is treated as fully delivered. If you think it was not, open a ticket with the order ID and the link.
  • Delivery to the wrong target, or a refund you expected but do not see on the order.

To ask, open a support ticket and include the order ID. The help docs explain each order status in more detail.

Worried about what an order could do to the account you send it to? Read Is an SMM panel safe? before ordering — refunds cover undelivered units, not changes a platform makes to your account.

API orders and reseller panels

Orders placed through the API follow the same rules: the cancel and refill actions accept exactly the orders the website does, and refunds land in the same balance. If you order through a child panel run by a reseller on our platform, the same rules apply to your order on that panel, and the refund is credited to your balance there.

Refund Policy: Partial, Canceled & Refill Rules · 9SMM.COM