01 When a refund is issued
A refund is issued where:
- We are unable to activate the service after two activation attempts, made at least 72 hours apart; or
- We activate the wrong account through an error on our part.
Approved refunds are returned in the same asset and on the same network as the original payment, to the wallet the payment was sent from, within 3 business days of approval.
02 Account eligibility and account details
You are responsible for supplying a correct username and an account eligible to receive an X Premium gift. Check eligibility before ordering using the eligibility checker in our Telegram bot or on this website.
Orders cannot be activated where the account is ineligible, the username is incorrect, or the account has been changed, renamed or made unavailable. These situations are not refundable. Instead, you may supply a replacement eligible username, or wait until the original account becomes eligible again, and we will complete the activation then.
Providing a replacement account is not a new purchase and does not create an additional refund entitlement.
03 Payment assets and networks
Payments must use the assets and networks shown on the payment page at the time of purchase:
04 Submitting your payment
Your transaction hash must be submitted within 24 hours of the payment being made. Older transactions cannot be verified automatically.
A verification delay is not a failed order, and duplicate payments made without contacting support are not automatically refundable.
05 Contested payments
Where more than one order claims the same transaction, the payment is placed under review and both orders are held until ownership is confirmed. You may be asked to verify control of the wallet the payment was sent from. Genuine payments are always honoured once confirmed.
06 Activation timing
Orders are activated within 24 hours of payment confirmation. Activations are processed in batches, so there may be a wait between confirmation and activation — this is normal and no action is needed from you.
If you obtain X verification elsewhere, or otherwise change your account status, before we have activated your order, the original gift can no longer be applied. This is not refundable, but you may supply a replacement eligible username.
07 Agreement
By placing an order you agree to this policy. We will always make reasonable efforts to resolve genuine activation and payment issues, and to offer a workable alternative where one exists.
Refunds are limited to the circumstances set out in section 1.