> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://threasury.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Refunds: How to Request, Non-Refundable Situations & Timelines

We aim to keep refunds clear and fair. This guide covers **how to request a refund**, **what is refundable**, **what is not**, and **how long it takes**.

# How to request a refund
### Step 1: Reach out on your dedicated support channel
Ask for a refund of remaining **wallet** balance and/or **unused ad-account** balance.

### Step 2: Provide the required details
* Your registered email
* Reason for the request
* Bank details for the refund (account number, routing / IFSC, account holder name, address). These must match the original payer where possible

### Step 3: Verification
Finance verifies the transaction, eligibility, and unused balances.

### Step 4: Refund initiation
Refunds are sent back to the **original payment source** where banking rules allow.

|| Refunds can only be sent back to the original payment source to comply with banking and anti-fraud rules.

# What is refundable
* **Unused ad balance** (wallet + unspent ad-account funds) is refundable on request after standard checks
* Typical timeline: **6–8 business days**. If the refund is needed because of an issue on our side, we process faster (usually **1–2 business days**)
* Verification can take longer on weekends or bank holidays

# Non-refundable situations

### a) Funds already spent on ads
Auction spend that already ran is not refundable.

### b) Starter / Commission activation fee ($249)
The **$249** Commission Plan activation fee is **not a cash refund** up front.

* If you spend **$20,000 on ads within your first 90 days**, the full $249 is **refunded or credited to your wallet**
* If you do not hit $20,000 in 90 days, the $249 is **retained and remains non-refundable**
* The $249 cannot be waived and cannot be converted into a top-up before the qualifying spend is reached

### c) Subscription fees
Monthly subscription fees are **non-refundable** once paid. Access continues until the end of the period you already paid for. Unused **ad** balance is still refundable.

### d) Top-up commission / fees
If you move funds **back** from an ad account to the wallet, the top-up fee/commission is **not** returned. A round trip (top-up → transfer back) costs exactly that fee.

### e) GST and payment-gateway / FX costs
GST paid to the government cannot be refunded by us. Gateway fees and FX differences are not controllable.

### f) Compliance / policy violations
If an ad account is disabled for non-whitehat products, IP infringement, scam products, or similar, associated deductions or penalties are **not refundable**, including a “first offence” or “I didn’t know.”

### g) Third-party or unapproved payment sources
Payments from unrelated accounts or mismatched names may not be refundable for security reasons.

# Public policy
See also [threasury.io/refunds-cancellation](https://threasury.io/refunds-cancellation).