Refund Policy

1. General principles

Digital services are supplied immediately at your request. Where consumer law gives a cancellation right for digital content, you expressly agree that delivery starts immediately and acknowledge that you lose the right of withdrawal once delivery begins.

Approved refunds are credited to your Zitto wallet by default. Refunds to the original payment method are made only where required by law or at our discretion.

Refund requests must be sent to support@zitto.io with your account email, the order ID, and a description of the issue, within the time limits below.

2. Wallet top-ups

Unused wallet balance may be refunded to the original payment method within 14 days of the top-up, provided no part of that top-up has been spent, minus non-refundable payment-processor or network fees. After 14 days, or once any part has been used, wallet balances are non-refundable except where the law requires otherwise or on account termination without cause.

Crypto top-ups are refunded in the same asset at the network fee current at the time of refund, to an address you verify as yours.

3. SMS verification

If no verification code arrives within the validity window of a one-time number, the order is cancelled and the charge is automatically returned to your wallet. If you cancel before a code is received, the charge is returned. Once a code has been delivered, the order is complete and non-refundable, even if the target service later rejects the code or the account.

4. Phone number rentals

Rentals may be cancelled for a full wallet credit within 20 minutes of purchase if no message has been received. After that, or once any message is received, rentals are non-refundable. Unused rental days are not refunded on early cancellation. Renewals that you enabled are charged automatically and can be cancelled before the renewal date only.

5. Virtual phones

If a virtual phone fails to boot or is unreachable within 2 hours of delivery and we cannot fix or replace it, the rental is refunded to your wallet in full. After a device is working, rentals are non-refundable and unused time is not pro-rated. Downtime caused by the supplier lasting more than 24 hours in a rental period may be compensated with extra time or pro-rated wallet credit.

6. Proxies

Report a proxy that does not connect within 24 hours of purchase. If we confirm it is non-functional and cannot replace it, we credit your wallet. Speed, ping, ISP and geolocation are supplier estimates and minor differences are not grounds for refund. Proxies blocked by a specific target website are not defective.

7. Reddit and Meta accounts

You must check a purchased account within 24 hours of delivery. If the login details do not work or the account does not match its listing (for example karma level or ad account status) at delivery, we will replace it or credit your wallet. Once you change the password, recovery details or use the account, it is considered accepted. Suspensions, bans, restrictions or checkpoints imposed by the platform after delivery are not covered.

8. Crypto exchange

Blockchain transactions are irreversible. The Zitto service fee for a swap is non-refundable once a deposit address has been generated. Zitto never holds your swap funds; swaps are executed by an exchange partner.

If a swap cannot be completed (for example, the deposit is below the minimum, arrives after expiry, or fails a compliance check), the exchange partner may return the deposit to your refund address minus network fees, subject to its own policies and timelines. Funds sent on the wrong network, to a wrong address, or without a required memo or tag may be unrecoverable, and we cannot reverse them. Rate movements between quote and confirmation are not grounds for a refund.

9. Dialer

Calls are billed per started minute. Calls that fail to connect are not charged. Charges for connected calls are non-refundable, except where poor call quality caused by our carrier is reported within 48 hours, in which case we may credit the affected minutes.

10. Telegram tools

Subscriptions can be cancelled at any time and remain active until the end of the paid period. Partial periods are not refunded.

11. When refunds are refused

We do not issue refunds where:

• the service was used in breach of our Terms or Acceptable Use rules;
• the account was suspended or terminated for abuse or fraud;
• the issue was caused by your own settings, software, network, or incorrect input such as a wrong address or number;
• the request is made after the time limits in this policy;
• a third-party platform bans or restricts a resource after delivery.

12. Chargebacks

Please contact us before disputing a payment with your bank. Opening a chargeback suspends your account while the dispute is reviewed. Fraudulent chargebacks lead to permanent termination and recovery of amounts owed, including dispute fees.

13. Processing time

We review refund requests within 3 business days. Wallet credits are applied immediately on approval. Refunds to card or bank may take 5 to 10 business days to appear, depending on your provider.