Refund Policy

Last updated: 18 May 2026

This document sets out the refund policy for ROVLEX services and forms an integral part of the Public offer agreement. The refund canon was adopted by decision DEC-245 (18 May 2026).

1. Proportional refund formula

refund_amount = unit_price(qty) × (qty_paid − qty_delivered) unit_price(qty) — the per-unit price from the rate grid for the actually delivered volume qty_delivered.

Example: The client paid for qty=20 reviews at 700 ₽ each (total 14,000 ₽); 15 were delivered. Unit price for 15 units = 700 ₽ (same "6–20" tier). Refund = 700 × (20 − 15) = 3,500 ₽.

The rate grid is applied to the actually delivered volume, not the paid volume. At tier boundaries the per-unit price may differ — the final amount is shown in the refund request before confirmation.

2. Refund request window

A refund may be requested within 14 days after days_max (the final delivery deadline stated in the email confirmation and Telegram bot).

After this period the order is automatically closed with status completed_by_default. A refund after closure is only possible where a proven system error by the Provider is demonstrated (report not sent, access not provided, incorrect status in the system).

For the "Monitoring" product (subscription) no grace period applies; a refund is only possible where access could not be provided due to a fault on the part of the Provider.

3. Eligible refund cases

Order status Situation Available option
incomplete Partially delivered, volume not completed by deadline Proportional refund immediately or free completion with a new deadline (client's choice)
extending Fully delivered, target not reached, no negative reviews → completion in progress Wait for completion (default) or opt-in: decline and receive a proportional refund now
negative_interference Fully delivered, target not reached due to negative reviews from real customers Proportional refund for volume that did not reach the target due to external negative reviews or order negative review neutralisation (additional service)
Any Service not provided due to Provider fault (infrastructure failure, provider unavailable in the backup chain) Full refund of the order amount

4. Completion instead of refund (opt-in)

4.1. When the status is extending (completion started automatically) the client receives free completion by default. If the client does not object within 48 hours of notification, completion continues.

4.2. The client may decline completion and request a proportional refund — this requires sending a request to support@rovlex.com with the order number and the option "refund".

4.3. When the status is negative_interference the client chooses independently: refund or negative review neutralisation. Silence for 14 days after days_max results in the order being closed without a refund.

5. Neutralisation (negative reviews during service period)

If negative reviews from real customers appeared during the order period and reduced the achieved rating, the Provider is not required to fully compensate the difference under the formula. The client is offered:

Basis: DEC-245 §Force-majeure clause 2 — negative reviews from real customers are outside the Provider's control.

6. Refund method and timeline

Refunds are made to the original payment method.

Processing times (after approval):

  • Bank card — up to 10 business days (depends on the issuing bank).
  • SBP (Fast Payment System) — up to 3 business days.
  • Cryptocurrency — up to 3 business days, at the exchange rate at the time of refund.
  • PayPal / Stripe — up to 10 business days, subject to provider rules.

Requests are reviewed within 5 business days of receipt.

7. Anti-fraud rules

7.1. One refund per client within 90 days. A repeat refund request within 90 days of a previous one undergoes manual review.

7.2. A refund exceeding 50% of the order amount is automatically referred for manual review.

7.3. If intentional rating manipulation by the client is detected during the service period (fake negative reviews from connected accounts), the order is closed without applying the refund formula and the client is notified accordingly.

8. How to submit a refund request

8.1. Send the request to support@rovlex.com with the subject "Refund — [order number]".

8.2. The request must include:

8.3. Refund details (if required) should be included in the request.

9. Grounds for refusal

10. Disputes

In the event of a dispute, the parties shall endeavour to resolve it through negotiation. If agreement cannot be reached, the dispute shall be resolved in accordance with the Public offer agreement (§12).

11. Contact details