Refund Policy

Our Commitment to Customer Satisfaction

At Trollishly, we strive to deliver every order as promised. The vast majority of our orders are completed successfully and on time. However, we understand that occasionally issues may arise, and we're here to help resolve them fairly.

This Refund Policy outlines the specific conditions under which refunds are available, how to request a refund, and what to expect during the process.

When You Qualify for a Refund

Refunds are available under the following specific conditions:

1. Non-Delivery Within 3-Day Window

Condition: If your order has an estimated delivery time of under 3 days and we do not complete the eligible portion of your order within 3 days of purchase, you qualify for a refund of the undelivered portion.

How it works:

• Orders with delivery estimates like "1-2 hours", "12-24 hours", or "1-2 days" fall under this rule
• We track the start time from the moment your payment is confirmed
• If 3 days pass without completion, contact support with your order ID
• We'll refund the undelivered portion within 5-7 business days

2. Technical Issues Preventing Delivery

Condition: If we are unable to deliver your order due to technical issues on our end (server errors, system failures, provider outages) and delivery has not yet begun, you qualify for a full refund.

Examples:

• Our order processing system experiences a critical failure
• Payment was processed but order was not created in our system
• Technical bug prevents us from starting your order

3. Incorrect Service or Profile

Condition: If we deliver services to the wrong profile or deliver the wrong service type due to our error, and you report it within 24 hours, you qualify for a refund or re-delivery.

Note: If the error was due to incorrect information provided by you (wrong username, wrong link), refunds are not available, but we may offer a service credit at our discretion.

4. Account Confusion Before Delivery Begins

Condition: If there is confusion regarding your account details, service selection, or order specifications, and delivery has not yet started, you may request a refund or order modification.

Important: Once delivery has begun, we cannot stop the process. Refunds are not available for orders already in progress.

When Refunds Are NOT Available

To maintain fairness and clarity, refunds are not available in the following situations:

1. Engagement Drops (Refills Available Instead)

If your followers, likes, or views decrease after delivery, you are not eligible for a refund. Instead, we offer free refills for eligible services under our Refill Policy.

What to do: Contact support with your order ID, and we'll refill qualifying drops at no charge (conditions apply—see Refill Policy for details).

2. Account Suspension or Content Removal

If your social media account is suspended, banned, or your content is removed by the platform (TikTok, Instagram, YouTube, etc.), refunds are not available.

Why: Platform actions are beyond our control and are typically triggered by violations of their Terms of Service, not by our services. As stated in our Terms of Service, using third-party growth services carries inherent risks, and customers accept this risk when making a purchase.

Alternative: If you re-upload your content or create a new account, contact us with the new link, and we'll resume delivery from where it left off (for orders not yet completed).

3. Orders Already Delivered

If your order has been completed as specified (correct service, correct profile, within estimated delivery time), refunds are not available.

Quality concerns: If you believe the delivered engagement is low quality or not as described, contact support with specific details (e.g., bot-like profiles, immediate massive drops). We'll investigate and may offer a service credit or partial re-delivery.

4. Chargebacks or PayPal Disputes

If you have opened a chargeback with your credit card company or filed a dispute with PayPal, we cannot process a refund through our normal channels.

Why: Chargebacks trigger automatic fraud investigation and reversal processes. Pursuing both a chargeback and a refund request constitutes double-claiming and is not permitted.

What to do: If you filed a chargeback in error, contact your payment provider to withdraw it, then reach out to our support team to resolve the issue directly.

5. Change of Mind After Delivery Starts

Once an order has entered the delivery phase, it cannot be canceled or refunded. Services are delivered through automated and semi-automated systems that cannot be instantly stopped.

Exception: If delivery has not yet begun (order still shows "Pending" or "Processing"), contact support immediately, and we may be able to cancel and refund the order.

6. Violation of Our Policies

Refunds are not available if you have violated our Terms of Service, engaged in fraudulent activity, or submitted abusive communications to our support team.

We reserve the right to refuse service and deny refunds to users who violate our policies or engage in abusive behavior.

How to Request a Refund

If you believe you qualify for a refund based on the conditions above, follow these steps:

Step 1: Contact Our Support Team

Reach out to us via one of the following channels:

• Email: [email protected] (Subject: "Refund Request")
• WhatsApp: +1 442 226 4045
• Live Chat: Available 24/7 on trollishly.com
• Refund Form: Use the form above (if available) to submit a formal request

Step 2: Provide Required Information

To process your request efficiently, please include:

• Order ID: Found in your order confirmation email
• Email Address: Used during purchase
• Reason for Refund: Specific issue (e.g., "Order not delivered within 3 days")
• Screenshots (if applicable): Evidence of the issue (order status, delivery timeline)

Step 3: Investigation & Response

Our support team will review your request and respond within 48 hours. We may ask follow-up questions or request additional information to verify eligibility.

Step 4: Refund Processing

If your refund is approved:

• Processing Time: Refunds are processed within 5-7 business days
• Method: Refunds are issued to the original payment method (credit card, PayPal, etc.)
• Partial Refunds: If only a portion of your order was undelivered, you'll receive a prorated refund
• Notification: You'll receive email confirmation once the refund is processed

Refill vs. Refund: What's the Difference?

Many customers confuse refunds with refills. Here's how they differ:

Satisfaction Guarantee

While we cannot offer refunds in all situations, we are committed to ensuring you have a positive experience with Trollishly. If you're unsatisfied with your order:

• Contact our support team within 7 days of order completion
• Explain your concerns or dissatisfaction in detail
• We'll work with you to find a fair resolution, which may include service credits, order adjustments, or other accommodations

Our goal is your satisfaction, and we're here to make things right within the constraints of our business model and platform limitations.

Contact & Related Policies

For refund requests or questions about this policy, contact us:

• Email: [email protected]
• WhatsApp: +1 442 226 4045
• Live Chat: trollishly.com (24/7)

Related Policies