Refunds

Most problems are fixed with a revision or a redone result. When a refund is due, the payment is returned in full; the cases are below.

When we refund

You can ask for a refund if:

• the work does not match the brief, and the revisions included in the package did not fix it;
• the deadline was missed by more than its own length (for example, a 3-day order was not delivered within 6 days).

If revisions are left, asking for changes is the fastest way to fix the result. If we decline an order (clause 3.4), it is refunded in full.

How to report a problem

On the order page, open "Report a problem", choose what is wrong and describe it. You can also simply write in the order chat. We answer in the chat and either redo the work or refund the payment in full.

While we sort it out, the order is not accepted automatically. If we deliver a redone result, or answer and say in the chat that the 3 days start again, the usual 3 days apply. A report sent before the work is delivered is closed by the delivery, and the usual 3 days run from it: if the problem is still there, report it again or write in the order chat.

How the money comes back

A refund goes back the way you paid: a card payment to the same card, and an order paid from the balance to your Dleex balance. We send a refund to the card as soon as it is decided, and you get an email about it. How long it takes to show on your card depends on the payment provider and your bank.

If a card payment arrives for an order that no longer waits for it, for example one you cancelled or already paid on another page, it is refunded to the card at once.

Accepted orders

An accepted order, including one accepted automatically, is not refunded, except where the law requires it. You can still report a problem with it, and we will answer in the chat.

Withdrawal in the EU, the UK and Switzerland

If you are a consumer in the European Union, the EEA, the UK or Switzerland, you may withdraw from an order within 14 days after placing it, without giving a reason: write in the order chat or to the support address at the bottom of every page. The work starts at once, so the right of withdrawal ends once the work has been fully delivered. If you withdraw before that, we refund the payment less the value of the work already done.

Disputing a payment with your bank

Please write to us before you dispute a payment with your bank: most problems are solved in the order chat. If you open a dispute (a chargeback) without writing to us first, we may suspend your account until it is resolved. If the money comes back to you through the dispute, the order counts as refunded.

Social media services

Social media services start automatically and go to the third-party platform at once. They cannot be cancelled once started, and the numbers delivered may later decrease because of the platform's actions. If something is wrong with such an order, report it with the same form on the order page.

The rules are in the terms of service, sections 6, 7 and 8.