Refund policy
What happens when an order can’t be delivered or an account stops working, and how your money comes back.
Last updated
The short version
- Refunds always go back to your CruizeLabs wallet, never to a bank account.
- If an order can’t be delivered, the money returns to your wallet.
- Accounts that stop working within the warranty are replaced or refunded.
- Claims must be made before the warranty ends.
This summary is for convenience. The full text below is what applies.
How refunds work
Every refund goes back to your CruizeLabs wallet. You can spend it straight away on another account.
Wallet balances can’t be withdrawn to a bank account or paid out in cash, so we don’t make refunds by bank transfer. This is also set out in our terms of service.
Each refund appears in your wallet history with the order it belongs to, and we email you when it’s made.
Orders we can’t deliver
When you buy, the price is held from your wallet while we fetch the account.
- If the order fails before we’ve paid our supplier, the hold is released and your money is back in your wallet automatically.
- If delivery is delayed, the order shows Delivering while we retry every few minutes.
- If it still can’t be delivered, our team either completes the order by hand or refunds your wallet in full.
You don’t need to make a claim for any of this.
Warranty claims
Every listing shows its warranty period before you buy, and My accounts counts down the time left on each purchase.
What’s covered
Within the warranty period, we cover an account that:
- can’t be logged into with the details we delivered;
- was disabled or suspended by the platform;
- doesn’t match what the listing described.
How to claim
- Contact support on WhatsApp, Telegram or email before the warranty ends.
- Include your order number and a screenshot of the problem if you can.
We’ll check the claim and either replace the account or refund the price to your wallet.
What isn’t covered
- Claims made after the warranty period has ended.
- Changing your mind after the login details have been delivered, because they can’t be returned.
- Problems caused by how the account was used after delivery, such as spam, mass following or breaking the platform’s rules.
- Accounts lost because the password or recovery details were shared or changed in a way that locked you out.
- Followers, reach or results. We sell access to the account, not growth.
If you think your case is unusual, contact us anyway. We look at every claim individually.
Deposits
Deposits are checked by hand against our bank statement before your wallet is credited.
- Wrong amount: we credit what actually arrived.
- Missing reference: message support with your receipt and we’ll match the payment.
- Rejected deposit: we only reject a deposit when we can’t find the money in our account. If you have proof it was sent, contact us and we’ll look again.
- Paid twice by mistake: both transfers are credited to your wallet once confirmed.
Questions about a deposit? Email support@cruizelabs.com with the reference.
Referral rewards
If an order that earned someone a referral reward is later refunded, the reward they received stays theirs.
Questions about this policy?
Talk to a real person. We’ll explain anything here in plain words.