This Refund & Cancellation Policy applies to all paid services ordered through AdAccRun, including subscription plans, wallet top-ups, service fees, and account application fees.
These services are provided, and the corresponding payments are processed, by Open Road Media Advertising Co., Limited (the "Company", "we", "us"), a company incorporated in the Hong Kong Special Administrative Region of the People's Republic of China. This policy forms part of our Terms of Service.
Conditions. You may cancel a subscription plan at any time. Cancellation stops all future renewals; it does not terminate the cycle you have already paid for. Your plan, account quota, and platform access remain active until the end of the current paid cycle, after which the plan lapses.
Deadline. A cancellation request must reach us at least 24 hours before the renewal date shown on your subscription. Requests received later than that may not stop the upcoming renewal charge, and that charge is then treated as a paid cycle under the non-refundable rules below.
Channels. Submit a cancellation request through either channel:
- Email support@adaccrun.com from the email address registered to your account
- Your dedicated customer support group
Please include your organisation name, the account email, the plan name, and the order number. We will confirm your cancellation in writing within 2 business days.
The following amounts are not refundable, because the corresponding service is delivered at the moment of activation, consumption, or submission:
- Subscription fees already paid, for both the current and any previous billing cycle. A plan is delivered in full when it is activated, so subscription fees are non-refundable once paid — cancellation only prevents future charges.
- Service fees already charged on advertising spend or on wallet top-ups.
- Account application (account opening) fees for applications already submitted to the advertising platform, whether or not the platform approves the application.
- Third-party payment channel fees, including card processing and acquiring fees charged by our payment providers.
- Amounts already spent on advertising by your ad accounts.
The following amounts are refundable:
- Unspent wallet balance. Any balance that has not been spent on advertising and has not been allocated to an ad account may be refunded to the original payment method, less the third-party payment channel fees incurred on the original transaction.
- Duplicate or erroneous charges caused by us or by a payment gateway fault are refunded in full, including channel fees.
- Prepaid amounts for services we cannot deliver. If we are unable to deliver a service you have paid for and you do not accept a substitute, the corresponding prepaid amount is refunded in full.
Channel. Email support@adaccrun.com from the email address registered to your account, or raise the request in your dedicated customer support group.
Deadline. A refund request must be submitted within 60 days of the transaction date shown on the order. Requests submitted after this window can only be considered at our discretion.
Required information. Order number, transaction date, amount, the payment method used, and the reason for the request. We may ask for supporting evidence, and for identity or ownership verification of the paying account, before processing a refund.
- We review every refund request and respond with a decision within 5 business days of receiving a complete request.
- If the request is approved, the refund is issued to the original payment method within 5 to 10 business days of approval.
- Your bank, card issuer, or payment provider may need additional time to post the funds to your account. That period is outside our control.
- Refunds are issued in the currency of the original charge. Where a refund crosses currencies, exchange-rate differences and any bank charges applied by your provider are borne by you.
- Ad account suspended or banned by the advertising platform. Where an advertising platform (for example Meta) restricts, suspends, or bans an ad account for a policy violation, fees already paid are not refundable. Any unspent balance held in that account is treated as refundable unspent balance once we have recovered it from the platform.
- Termination for breach. If we terminate your account for breach of the Terms of Service, fraud, prohibited advertising content, or sanctions and anti-money-laundering reasons, no refund is due, and we may withhold funds as required by law or by our payment providers.
- Service discontinued by us. If we discontinue a paid service, we refund the prepaid, unused portion of the affected fees on a pro-rata basis, together with any unspent balance.
- Force majeure. Where performance is prevented by an event beyond our reasonable control, our obligations are suspended for the duration of the event. Your unspent balance remains refundable under this policy.
- Chargebacks. Please contact us before raising a chargeback with your card issuer; most disputes are resolved faster directly. Raising a chargeback without first contacting us may lead to suspension of your account pending resolution.
This policy, and any dispute or claim relating to a cancellation or refund, is governed by the laws of the Hong Kong Special Administrative Region, and is subject to the dispute resolution provisions set out in our Terms of Service.
For any question about cancellations or refunds, contact us at support@adaccrun.com.