Refund policy

This policy explains your refund and withdrawal rights in clear language, aligned with EU Consumer Rights Directive 2011/83/EU (the “CRD”) and the comparable consumer-protection laws of other jurisdictions where we serve customers. Where mandatory consumer law gives you a greater right than this policy describes, that mandatory right applies.

Right of withdrawal — EU and UK consumers

Under CRD Article 9, you have 14 days from the conclusion of the contract (the moment we confirm your order) to withdraw without giving any reason. To withdraw, send an unambiguous statement to contact@follownow.iowith your order ID and the words “I am withdrawing from the following contract”. You may use the model withdrawal form below.

Immediate-performance request at checkout

FollowNow services are typically performed within hours of payment. If you ask us to begin performance during the 14-day withdrawal period (which is what happens when you place an order at our standard delivery speeds), then under CRD Article 8(8) we must record your express prior request for immediate performance. At checkout you confirm that:

• You request that performance begin immediately.
• You acknowledge that if you withdraw before performance is complete, you will pay a proportionate amount calculated against the total contract price for the part of the service that was performed before we received your withdrawal notice (CRD Article 14(3)).
• You acknowledge that once the service is fully performed, and performance began with your express prior request, the right of withdrawal is lost (CRD Article 16(a)).

The proportionate amount is calculated against the total contract price, not against our internal supplier or processing costs.

Refund matrix at a glance

Auto-refund triggers (no email needed)

• 72-hour non-start: if performance has not started within 72 hours of payment confirmation, we issue a full refund automatically.
• Provider failure: if our upstream provider cannot fulfil (rare), we issue a full refund without requiring you to ask.
• Account-private mid-delivery: if your target becomes private and we cannot deliver the remaining quantity, we issue a pro-rata refund for the undelivered units.

Auto-refill (not refund)

If delivered units drop within your tier's SLA window, we auto-refill instead of refunding. Refill is faster than a refund-and-rebuy cycle. This SLA-refill is a contractual remedy in addition to, not in place of, your statutory rights.

• Standard tier: 30-day refill SLA
• Premium tier: 90-day refill SLA
• Elite tier: 365-day refill SLA

These windows apply only where the routed supplier service exposes a refill API. For services without API refill, we offer manual replacement within the same window via support.

What we do not refund

• Successfully delivered orders past the 14-day withdrawal window where the SLA was honoured (subject to your statutory rights for non-conformity or service failure, which remain available).
• Losses caused solely by your independent conduct outside the Service — for example, your own spam, your own unauthorised target submission, or your own breach of the relevant platform's rules. This exclusion does not apply where the issue was caused by our Service, our supplier, misleading information from us, our non-performance, or where mandatory law requires a refund.
• Subjective dissatisfaction with the engagement-rate or recommendation impact on your content. The platform's algorithm decides what surfaces, not us.

How to request a refund or withdraw

1. Email contact@follownow.io
2. Include your order ID (visible on your tracking page or order confirmation email)
3. Briefly note the reason — or simply state that you are exercising your right of withdrawal
4. We respond within 24 hours with eligibility per the matrix above
5. Approved refunds are processed within 14 days from the date we receive your notice (CRD Article 13(1)), to the original payment method, unless you agree otherwise.

Calculation example (proportionate refund)

Order of 1,000 Premium Instagram followers, billed at €10.65, delivery 50% complete when you send your withdrawal notice, within 14 days, immediate performance was requested at checkout:

• Total contract price: €10.65
• Proportion performed: 50% → €5.33 retained by us
• Refunded to customer: €5.32

The proportionate amount is calculated against the contract price, not against our internal supplier or payment-processor costs.

Chargebacks

Card-network chargeback rights and equivalent payment-dispute rights are statutory and remain available to you regardless of this policy. We prefer that you email us first so we can resolve your case quickly and avoid the cost of a dispute on both sides. We may restrict future orders only where we reasonably determine that a dispute was fraudulent, abusive, or contradicted clear delivery evidence. We do not penalise customers for exercising statutory refund, withdrawal, chargeback, or payment-dispute rights in good faith.

Model withdrawal form

You may use the form below (CRD Annex I(B)). You are not required to use this exact form — any unambiguous withdrawal notice is sufficient.

To: FollowNow.io — contact@follownow.io

I/We (*) hereby give notice that I/we (*) withdraw from my/our (*)
contract of sale of the following goods (*) / for the provision of
the following service (*):

Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Order ID:
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.

Cryptocurrency payments

For orders paid in cryptocurrency, refunds are issued in the same asset and to the same wallet address used to pay, at the network value at the time the refund is processed. Network fees are deducted from the refund. Crypto volatility means the fiat-equivalent value of your refund may differ from the fiat-equivalent value at the time of payment. We are not liable for that difference. Where the original wallet address is technically unreachable, we will contact you to verify your identity and arrange an alternative consistent with applicable law. We do not redirect refunds where the payor or the wallet is subject to EU, UK, US, UAE, or other applicable sanctions, regardless of your instruction; in such cases the funds are held pending lawful release or regulatory direction.

Card-refund timing

We initiate card refunds within 14 days of receiving your eligible request. The time your bank or card network takes to credit the refund to your account is separate and typically 3-10 business days, depending on the issuer.

Quarterly transparency

We intend to publish quarterly refund statistics — total count, total amount, average response time, dispute rate — once we have a sample size large enough for the figures to be meaningful.