This Refund Policy explains when and how refunds are issued for services purchased from Limited Liability Company "Tvoya Kartina" (ООО «Твоя картина») ("VotePromotion", "we", "us"). It forms part of our Terms of Service.
1. Two parts of every invoice
Every invoice we issue has two parts. They are treated differently in this policy:
- Agency fee — our remuneration for the work we perform (strategy, creative production, campaign management, reporting).
- Ad budget — money paid to advertising platforms (Meta, Google, TikTok, etc.) to purchase ad inventory.
2. Refund of the Agency fee
| Stage when cancellation is requested | Refund of the Agency fee |
|---|---|
| Before any creative or campaign-setup work has started | full refund |
| Creative production has started but campaign has not launched | Pro-rata, based on hours already worked, minimum 50% |
| Campaign is live, less than 25% of agreed duration has elapsed | 50% refund of the second instalment of the Agency fee (the first instalment covers setup work and is non-refundable at this stage) |
| Campaign is live, 25–75% of agreed duration has elapsed | Pro-rata refund of the second instalment, against work remaining |
| Campaign has reached 75% of agreed duration or more | No further refund of the Agency fee |
| Service was demonstrably not provided as agreed (our fault) | Full refund or re-performance, at the Client's choice |
3. Refund of the Ad budget
Any Ad budget that has not been spent on an advertising platform at the moment of cancellation is returned to the Client in full.
Ad budget that has already been spent on the platform cannot be refunded — that money has been delivered to the ad platform as payment for impressions and is not under our control. We provide platform receipts to confirm spending.
4. EU 14-day right of withdrawal (consumers)
If you are an individual consumer (not a business) resident in the European Economic Area (EEA), and you contract with us at a distance, you have a 14-day right of withdrawal from the date the contract is concluded, under the EU Consumer Rights Directive 2011/83/EU.
- To exercise this right, send a clear statement of withdrawal to info@votepromotion.store within the 14-day window. No reason is required.
- We will refund all payments received from you within 14 days of receiving the withdrawal notice, using the same payment method used for the original transaction.
- Important exception. Under Article 16(a) of the Directive, the right of withdrawal does not apply once the service has been fully performed, provided the performance began with your express prior consent and acknowledgement that you would lose the right of withdrawal once the contract is fully performed. If you ask us to begin campaign work before the 14 days have elapsed, we will ask you to confirm this acknowledgement in writing. If you ask us to begin and later withdraw, you may be charged pro-rata for work performed up to the moment of withdrawal.
- This 14-day right is independent of, and additional to, the refund table in section 2 above. Whichever gives you the larger refund applies.
- Business buyers and consumers outside the EEA are governed by the refund table in section 2 above; this EU section does not apply to them.
5. Situations where no refund is owed
We do not issue refunds for:
- The Client losing the contest, or finishing in a particular position. Outcome is not part of what we sell.
- The Client failing to provide materials, approvals, or information needed to run the campaign, after we have requested them in writing and waited a reasonable time.
- Suspensions or restrictions imposed by an ad platform on the Client's ad account due to the Client's content, history, or violation of platform rules unrelated to our work.
- Cancellation of the contest by its organizer.
- Changes to contest rules after the campaign has launched.
- Force majeure events (see Terms, clause 14).
6. How to request a refund
- Email us at info@votepromotion.store with the subject line "Refund request — [invoice number]".
- Tell us briefly which engagement and which invoice the request relates to.
- If applicable, include a short reason. (A reason is not strictly required, but it helps us improve.)
We acknowledge every refund request within two business days and process it — or explain why it cannot be approved — within ten business days.
7. How refunds are paid out
Refunds are issued back to the original method of payment whenever technically possible. Bank transfers normally take 3–7 business days. Card refunds normally take 5–10 business days, subject to the card issuer.
8. Statutory rights
Nothing in this Refund Policy limits any statutory consumer rights you may have under the law of your jurisdiction. This applies in particular to consumer rights under the EU Consumer Rights Directive (for EEA consumers), the UK Consumer Rights Act 2015 (for UK consumers), and the consumer-protection laws of any other jurisdiction where the Client legally resides.
9. Disputes
If you are not satisfied with the outcome of a refund decision, please first contact info@votepromotion.store. We will attempt to resolve the matter directly. Formal dispute resolution follows the Terms of Service.