This Refund & Cancellation Policy explains how refunds work for Wallet top-ups, unused balances, subscriptions/fees, and service cancellations when you use Threasury (“we”, “us”, “our”).
What can be refunded
Refunds may be requested only for unused Wallet balance (or unused ad account balance held under our system), subject to:
- The balance is unused and available (not spent on ads, not reserved, and not required to cover any dues).
- Passing compliance and risk checks (KYC/KYB and fraud prevention).
- Refunds being processed to the same payer / original payment method where feasible and required.
What is not refundable
Refunds are not available for:
- Subscription/plan fees, setup fees, service fees, commissions, processing fees, FX fees, or any other charges shown in your dashboard or invoice.
- Any amount already spent on advertising Platforms (Meta, Google, TikTok, Snapchat, Pinterest, etc.).
- Amounts required to cover negative balances, due payments, Platform adjustments, chargebacks, disputes, penalties, or compliance-related holds.
- Any penalties (including IP/copyright penalties).
Wallet top-ups and advertising credit
All Wallet top-ups and advertising credits are digital services/credits delivered to your Wallet and/or ad account billing balance.
Once credited, amounts are generally non-refundable and non-withdrawable, and can only be used for advertising spend and applicable service fees—except where we approve a refund for unused balance as per this policy.
Card / payment gateway refunds (Stripe, etc.)
If you topped up using a card or payment gateway:
- Any approved refund (if applicable) will be processed only back to the original payment method where possible.
- Additional verification may be required.
- Processor restrictions may apply, and processing fees may not be recoverable.
Cancellation of subscriptions / plans
You may cancel your plan/subscription from your dashboard or by contacting us at hello@threasury.com (subject to your account permissions).
- Your cancellation will stop future renewals.
- Already billed subscription/plan fees are non-refundable.
- You remain responsible for any outstanding amounts, including negative balances or due invoices.
Refund request process
To request a refund, email hello@threasury.com with:
- Your account email / workspace name
- Payment reference or invoice number
- Refund amount requested
- Reason for request
- Any documents we request for verification (KYC/KYB)
We may ask for additional information to confirm ownership/authorization and to prevent fraud.
Refund timeline
If approved, refunds are typically processed within 7–21 business days, depending on:
- Verification and compliance checks
- Banking rails and intermediary banks
- Processor timelines (for card/gateway refunds)
Fees and deductions on refunds
If a refund is approved:
- Bank/intermediary fees for refund transfers are borne by the client and may be deducted from the refundable amount.
- We may deduct any amounts needed to settle negative balances, dues, penalties, chargebacks, or disputes before issuing any refund.
When we may pause or refuse refunds
We may delay, pause, or refuse a refund request if:
- Your account is under fraud/risk review or compliance review.
- Verification is incomplete or fails.
- There are suspected or ongoing chargebacks/disputes.
- A Platform restriction, billing adjustment, or delayed reporting could still create a payable amount.
Chargebacks and disputes
Do not file chargebacks or payment disputes for validly delivered credits (“friendly fraud”).
If a chargeback/dispute is initiated after credits are delivered, we may freeze balances, suspend services, and pursue recovery as permitted, including providing evidence such as invoices, in-app logs, and delivery confirmations.
Changes to this policy
We may update this policy from time to time. The latest version will be posted on our website. Continued use of Threasury after updates means you accept the updated policy.
Contact
For refund/cancellation requests or questions: hello@threasury.com
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