Refund & Guarantee Policy
Last updated: April 16, 2026
14-Day Refund Window
If an account doesn’t work on delivery, request a refund within 14 days. Replacement comes first — refund only if replacement stock is unavailable.
1-Year Replacement Guarantee
Every account comes with a 12-month replacement guarantee. If the account is banned due to a pre-existing issue, we replace it for free within 24 hours.
The short version
If the account is dead on arrival: open a ticket within 14 days, we replace or refund.
If the account is suspended later due to a pre-existing issue (within 1 year of delivery): open a ticket and we replace it within 24 hours.
If the account is suspended due to your activity after delivery: not covered. Examples below.
Eligibility
What’s covered
- Account is locked, banned, or suspended on delivery
- Provided login credentials do not work on first attempt
- Account is missing features advertised on the landing page (e.g. phone verification, business verification, KYC level)
- Account fails verification during setup for reasons attributable to its pre-existing state
- Account shows pre-existing recovery information that cannot be removed
What’s NOT covered
- You used the account for spam, mass outreach, or automated scripts and it got banned
- You violated the platform’s Terms of Service after delivery
- You shared the credentials with a third party before claim
- You changed the password but did not update recovery details in the first 24 hours
- You failed to enable 2FA and the account was taken over
- The claim is more than 14 days after delivery for refund, or more than 1 year for replacement
- You did not provide current credentials or proof-of-issue with your ticket
How to claim a refund or replacement
Open a support ticket
From your dashboard, go to Support Tickets and click New Ticket. Select the relevant order, choose category “Refund” or “Replacement.”
Provide current credentials
Include the current email + password (if changed after delivery). Admin needs to verify the account state. Credentials are used only for verification and are not stored beyond the ticket lifespan.
Attach evidence
Screenshot of the ban message, login error, or verification failure. Screen recordings accepted. More evidence = faster resolution.
Wait for verification
Admin verifies the issue within 24-48 hours. If replacement stock is available, we ship the replacement first. Refund is issued only if no replacement stock exists.
Receive replacement or refund
Replacement delivered to your dashboard. Refunds are credited to your Accoutify account balance within 72 hours of approval. From your balance, withdraw to your wallet anytime — ETH or BSC network, USDT or USDC.
Why we need current credentials
We tell customers to change the password immediately after delivery for security. That’s the right move — it prevents the previous owner from regaining access. But it also means we can’t verify a ban claim without the current login.
When submitting a refund or replacement claim, include the current email + password (whatever was last set) in the ticket. Admin verifies the account state directly, confirms the issue is pre-existing, and processes the claim.
Credentials shared in tickets are used once for verification and not stored outside the ticket itself. You can rotate the password again after the claim is resolved.
Processing times
Verification
24-48h
From ticket submission
Replacement
<24h
After approval, if in stock
Refund
72h
Credited to your balance
Replacement vs refund
Our default is replacement first. If the same account type is in stock, we ship a fresh verified account at no cost. This gets you back to work faster than waiting for a refund.
Refunds are issued when (a) the specific account type is out of stock and you don’t want to wait, or (b) the claim qualifies under the 14-day window and you explicitly prefer a refund. Refunds are credited to your Accoutify account balance. Since crypto payments are final on-chain, refunds go to your balance rather than back to the original transaction. You can withdraw your balance to any wallet address at any time — we support ETH and BSC networks with USDT and USDC.
Need to file a claim?
Sign in to your dashboard and open a ticket from the Support Tickets tab.