Requests for refunds can be submitted through wecare@vonq.com or our support ticket desk.
If you request a refund, there are several key points to keep in mind.
What is the reason for the refund?
Your VONQ account manager will work with you to talk about the reason for requesting a refund. If a refund is appropriate, it will be issued back for the same amount that the purchase was made.
Are there any automatic refunds?
For funds added to a Wallet, if there is no purchase activity on that account within 24 months, any unused funds will be refunded automatically.
How long does a refund take to appear?
We initiate the refund as soon as we hear from you and have determined that a refund is appropriate. It then depends on the type of purchase/refund that is occurring.
- If the refund is for a Direct Charge or PO payment method:
- Products ordered with a 'Not Processed' status will be refunded, and the amount will be returned to the User's bank account within 5-10 days.
- Unpaid campaigns will then receive a new invoice that only includes the processed products.
- If the refund is for a Wallet payment method:
- The cost of a 'Not Processed' product will be credited immediately back to the User's Wallet