Refunds and cancellations
If we can’t deliver it, you get your money back. Here is how that works alongside your UK cancellation rights and our refill.
The short version
- An order that never starts: full refund.
- Part of an order we can’t deliver: refund for that part.
- Drops within 30 days of delivery finishing: free refill.
- Changed your mind while it’s running: cancel, and pay only for what’s been delivered.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days to cancel a contract for a service bought online. When you pay, you ask us to start straight away, so delivery can begin before those 14 days are up.
That means:
- If you cancel within the 14 days while the order is still running, we stop it and refund you, minus a proportionate amount for what has already been delivered.
- Once a package has been delivered in full, it has been provided as you asked, and the right to cancel no longer applies to it.
To cancel, email support@instantviral.uk with your order reference. A clear statement such as “I want to cancel order ord_…” is enough.
When we can’t deliver
Sometimes an order can’t be completed: the account was set to private, the username changed, the video was deleted, or a supplier couldn’t fulfil it. If the cause is on our side, we refund the undelivered part. If the account or content was made private, renamed or deleted, we will first try to finish the order once it’s public again; if that isn’t possible, we refund the undelivered part.
The 30-day refill
Platforms remove accounts they consider fake, so counts can fall after delivery. If yours drops within 30 days of delivery finishing, email us with your order reference and we will top it back up to the delivered amount, free. The account or content must still be public and unchanged.
What isn’t refundable
- Followers or likes that were delivered and then removed after the 30-day refill window.
- Results we never promised, such as more views, engagement or sales.
- Orders for the wrong username or link that you gave us, once delivery has finished (email us quickly and we will do what we can).
How refunds are paid
To the card or wallet you paid with, in pounds. They usually show within 5 to 10 working days, depending on your bank. Your other statutory rights are not affected.