Refunds and traffic disputes
At a glance
Ad balance is prepaid credit. It is paid back only where the law requires it or, at our discretion, for unused paid funds less payment fees.
Invalid traffic is refunded to your ad balance. To dispute traffic, open a ticket within 30 days.
A traffic refund also takes the publisher's earnings for that traffic back.
1. Refunds of ad balance
Your balance is prepaid advertising credit in US dollars, not a bank deposit.
It is not refundable, except where the law requires it or, at our discretion, for unused funds you paid in, less payment fees.
Bonus credit, from a promo code or your level, is never paid out.
When a deposit is reversed (a chargeback, a refund by the payment provider, fraud), the amount and any bonus it earned are taken back from your balance.
A payment that does not match the deposit you asked for is held for review and credited only once it is cleared.
To ask for a refund, open a support ticket from the account that made the deposit.
2. Traffic you believe was invalid
Our filters run before the auction. A visit they stop is never charged.
If you believe traffic you paid for was invalid, open a support ticket within 30 days of that traffic. Give the campaign, the zones, the dates and your own data, such as tracker logs or conversion figures.
We check it against our logs. Traffic older than 30 days cannot be refunded.
3. What a traffic refund does
It covers a zone's traffic over whole hours, up to 30 days back.
Each advertiser who paid for that traffic is credited what they paid, to their ad balance. It shows in the balance history as a refund. It is not sent back to a card or wallet.
What the campaign spent on that traffic comes off its total budget, so the campaign can spend it again.
The publisher's earnings for that traffic are taken back from the publisher's balance.
Referral commission paid on that traffic is taken back from the member who received it.
The reason, the staff member, the hours and the amounts are recorded. An hour of a zone's traffic is refunded once.
4. What is not refunded here
Traffic bought by an outside demand partner. The partner pays us outside the platform's balances, so we settle it with the partner directly.
Bonus credit.
Fees kept by payment providers.
Traffic that was valid but did not convert. We do not promise sales or conversions.
5. For publishers
Earnings stay on hold for the period of your level so that checks, and refunds like these, can finish before you are paid.
Refunded traffic does not count toward your level.
If earnings were taken back and you think the traffic was real, open a support ticket with your traffic sources and analytics. A person reviews it.
6. Contact
Support tickets are the fastest way. You can also write to billing@adqur.com.