At Sosyalin we prioritise customer satisfaction. This policy explains our refund, cancellation and refill processes in a clear and transparent manner. Please read these terms carefully before placing an order.
1General Overview
Sosyalin is a UK-based platform providing social media growth services. Our refund and refill policy has been prepared in accordance with UK consumer legislation (Consumer Rights Act 2015, Consumer Contracts Regulations 2013) and Turkish consumer legislation (Law No. 6502 on the Protection of Consumers, Distance Contracts Regulation).
For users in Turkey, this policy is evaluated together with the mandatory provisions of Law No. 6502 and related regulations.
Our aim is to protect both our customers' rights and to provide a fair service. Therefore, each request is assessed on a case-by-case basis.
2Digital Service Exception
Important Legal Information
United Kingdom: Under Consumer Contracts Regulations 2013 (Regulation 37), the right of withdrawal ceases in digital content services when delivery of the service has begun and the consumer has given explicit consent.
Turkey: Under Article 15/1-ğ of the Distance Contracts Regulation, the right of withdrawal cannot be exercised for services performed instantly in electronic medium and intangible goods delivered to the consumer instantly.
Social media growth services are classified as digital content. When you give consent for the service to start immediately at the time of order confirmation, the standard right of withdrawal does not apply.
However, this does not mean: Your rights are protected when the service is not delivered as promised. Your right to refund/refill for incomplete delivery, technical malfunction or orders that never started is reserved.
3Refill (Compensation) Guarantee
The refill guarantee provides free refill for drops occurring within a certain period after the order is completed. This is a standard practice in the SMM industry.
Guarantee Periods
| Service Type | Guarantee Period | Description |
|---|---|---|
| Followers / Subscribers | 30 days | Free refill in case of drop |
| Likes / Views | 7 days | Free refill in case of drop |
| Comment / Share | None | No refill guarantee by nature |
| Live Stream Viewer | None | Instant service, refill not applicable |
Note: The refill guarantee is subject to the conditions specified on the service page. Different guarantee periods may apply for some special services.
4Refund Accepted Cases
Your refund or refill request will be assessed in the following cases:
Order Never Started
If the order was never processed after payment was received, full refund or refund as a discount coupon for use in the next purchase is made.
Incomplete Delivery
If the full ordered quantity was not delivered, refill is tried first. If refill fails, refund for the missing portion is considered.
Technical Malfunction
If the order could not be completed due to a platform-related technical issue, full refund or re-processing is made.
Wrong Service Delivery
If a different service than ordered was delivered, correction is made or refund is considered.
5Refund Not Accepted Cases
Refund or refill requests will not be accepted in the following cases:
Change of Mind
Refund is not made for reasons such as 'I no longer want it' after the order has been processed or completed.
User Error
User-caused errors such as wrong profile link, private account, wrong platform selection.
Account Suspension
Cases where the account is suspended or closed by the social media platform.
Drop After Guarantee Period
Follower/like drops occurring after the refill guarantee period has expired.
Platform Policy Changes
Problems arising from policy changes of platforms such as Instagram, TikTok, etc.
Late Application
Requests made more than 72 hours after the order was completed.
Suspicious Activity
Accounts where abuse, fraud or suspicious transactions are detected.
6Refund Method and Process
6.1. Refund Priority
- Priority: Refund as discount coupon - a discount coupon for the refund amount is created for use in the next purchase and is credited to your account immediately
- Alternative: Refund by payment method - at the company's discretion, processed within 14 business days
6.2. Partial Refund
In case of incomplete delivery, proportional refund is made only for the undelivered quantity. For example, if you ordered 1000 followers and 800 were delivered, refund or refill is applied for 200 followers.
6.3. Refund Duration
- Discount coupon: Credited to your account immediately after approval
- Payment refund: Within 14 business days (may vary depending on the payment provider)
7Request Process
Follow the steps below to submit a refund or refill request:
Open a Support Request
Apply via the dashboard or to destek@sosyalin.com with your order number.
Review Process
Your request is reviewed within 24-48 hours. If additional information is required, you will be contacted.
Refill or Refund
If deemed appropriate, refill is tried first. If refill fails or cannot be applied, the refund process is initiated.
Result Notification
The result of the process is notified via email and/or dashboard.
Tip: Including the order number, detailed description of the problem and screenshots if any in your request speeds up the process.
8Special Cases
8.1. Bulk Orders
Special conditions may apply for high-volume orders. We recommend contacting our support team before ordering.
8.2. Recurring Problems
If recurring problems are experienced for the same account, the suitability of the account may be assessed and alternative solutions may be offered.
8.3. Force Majeure
In extraordinary circumstances such as natural disasters, war, pandemic, large-scale platform outages, refund and refill processes may be affected. In such cases, our customers are informed in advance.
9Limitation of Liability and Final Decision Authority
Important: This section defines the liability limits and decision authority in refund and refill requests.
9.1. Maximum Liability
The Company's total liability for any order shall in NO EVENT exceed the amount paid for that order. This limitation covers refund, refill, compensation and all other claims.
9.2. Final Decision Authority
The final decision authority in the assessment of refund and refill requests belongs to the Company. The Company reserves the right to review all requests within the framework of its own policies and assessment criteria.
9.3. Indirect Damages
The Company cannot be held liable for loss of profit, loss of business, loss of reputation, opportunity cost or other indirect, incidental or consequential damages arising from service disruptions.
9.4. Third-Party Actions
The Company cannot be held liable for problems arising from policy changes, account suspensions, content removals or algorithm updates by social media platforms.
9.5. Burden of Proof
In refund or refill requests, the burden of proving that the service was not completed or was delivered incompletely lies with the requester.
9.6. Abuse Prevention
The Company reserves the right to reject requests that create reasonable doubt of abuse of the refund policy. In such cases, the user account may be suspended or closed.
9.7. Policy Change
The Company reserves the right to change this refund policy without prior notice. Changes take effect upon publication. Existing orders are subject to the policy in effect at the order date.
9.8. Protection of Company Officers
The Company's officers, partners, shareholders and employees cannot be held personally liable for refund or refill requests. All requests can only be directed to the Company legal entity.
9.9. Protection Under Turkish Law
For users in Turkey, under Turkish Code of Obligations (TBK) Article 115, the Company's liability is limited except in cases of gross negligence and wilful misconduct. Under Turkish Commercial Code (TTK) Article 329 and subsequent provisions, the Company partners and officers have no personal liability.
9.10. Evidence Agreement
The parties agree that, under Turkish Code of Civil Procedure (HMK) Article 193, in refund and refill requests the Company's electronic records, order logs and system data shall be conclusive evidence.
9.11. Legal Rights
The limitations in this policy do not affect the mandatory rights granted to consumers by applicable laws.
10Contact
You can contact us for your refund and refill requests: