This policy explains when a refund is guaranteed, why an order may no longer be cancellable after delivery starts, and how to request a review. It supplements our Terms of Use.
1. Quick summary
- Not delivered by the stated deadline: refund guaranteed.
- In progress: cancellation is often no longer possible.
- Already delivered: reviewed individually.
2. When a refund is guaranteed
A refund is guaranteed when the purchased service is not delivered by the stated deadline. If nothing was delivered, we refund the full amount. If delivery was partial, we refund the undelivered portion.
We also refund orders that Upgram cannot submit for execution after payment, for example when a service becomes unavailable.
3. What the stated deadline means
The deadline shown on the service page or provided by support starts when payment is confirmed. It is paused while delivery is blocked by a private profile, renamed username, or removed post.
You can follow delivery from the order page displayed after payment.
4. Orders in progress
Payment confirmation automatically submits the order for execution. Once gradual delivery has started or been scheduled, it may be impossible to stop.
If cancellation remains possible, we refund the undelivered portion. Otherwise, delivery continues under the applicable delivery and refill guarantees.
- Check the destination, service type, and quantity before paying
- Do not place another order for the same destination before the first one ends
5. Orders already delivered
Requests made after delivery are reviewed individually. We consider the amount delivered, delivery time, refill coverage, the stated reason, and dated evidence.
The outcome may be a full refund, partial refund, refill, or a reasoned refusal when the service was delivered as purchased.
6. Cases not covered
- Incorrect destination profile or link
- A profile made private, renamed, disabled, or removed during delivery
- A post deleted, archived, or changed during delivery
- Another simultaneous order for the same destination
- Expected sales, organic reach, or engagement not included in the purchase
- Actions or algorithm changes made by social platforms
- Change of mind after correct delivery
7. Refill before refund
A drop after delivery does not automatically create a refund. If the service includes a refill guarantee, we first replace the covered difference at no charge. A refund is assessed only when refill is not possible.
8. How to request
Upgram never asks for your password, verification code, or account access during a refund review.
- Use the official channels on our contact page.
- Provide the order-page link and destination profile or post
- Explain the reason and attach helpful dated screenshots
- If approved, provide the Pix key required for repayment
9. How and when funds are returned
Approved refunds are paid by Pix to the original account or an account belonging to the payer within 10 business days after approval and receipt of the necessary information. The refund cannot exceed the amount paid.
Contact us before opening a payment dispute; resolution is usually faster. Disputed orders may be paused while the case is reviewed.
10. Consumer rights
This policy does not limit rights granted by Brazil's Consumer Protection Code or other applicable law. Paid orders remain subject to the version in effect on the purchase date.