Service Satisfaction Commitment
We're so confident in our Instagram marketing services that we offer a comprehensive service policy if we don't deliver the results outlined in your campaign package.
Our Refund Commitment
At FanRocket, customer satisfaction is our top priority. We believe in the quality of our Instagram growth services and want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions and process for requesting refunds.
This policy applies to all services purchased from FanRocket (operated by ZenWaves Inc.).
Refund Eligibility
You are eligible for a full refund under the following circumstances:
Service Delivery Issues
- Non-delivery: If we fail to deliver the followers, likes, or engagement specified in your package within the promised timeframe
- Significant Under-delivery: If the delivered results are substantially less than promised (more than 20% below the package specification)
- Technical Issues: If technical problems on our end prevent service delivery
Account Safety Concerns
- Account Penalties: If your Instagram account receives penalties directly caused by our service (must be proven)
- Terms Violation: If our methods violate Instagram's Terms of Service (which our compliant approach prevents)
- Account Compromise: If account security is compromised due to our service delivery
Quality Issues
- Inauthentic Engagement: If delivered followers are proven to be non-compliant sources
- Inappropriate Content: If followers or engagement come from accounts with inappropriate content
- Geographic Mismatch: If targeted followers don't match your specified demographic (when applicable)
Non-Refundable Situations
Refunds will not be provided in the following situations:
| Situation |
Reason |
Alternative Solution |
| Natural follower fluctuation |
Normal social media behavior |
Covered by campaign support |
| Account set to private during service |
Prevents service delivery |
Resume service when public |
| Changed Instagram username |
Service delivered to wrong account |
Re-delivery to correct account |
| Request after 30 days |
Outside refund window |
Customer service review |
| Dissatisfaction with growth rate |
Subjective expectation |
Upgrade to higher package |
Refund Timeframes
All refund requests must be submitted within specific timeframes:
- Service Issues: Within 30 days of purchase
- Quality Concerns: Within 15 days of service completion
- Non-delivery: Within 7 days of expected completion date
- Account Safety: Immediately upon discovery (up to 30 days)
Important Time Limit
Requests submitted after 30 days from purchase will not be eligible for refunds, except in cases of proven account safety issues caused by our service.
Refund Request Process
To request a refund, please follow this process:
Step-by-Step Refund Process
1
Contact Support
Email support@fanrocket.shop with your order details and refund reason
2
Provide Evidence
Submit screenshots and documentation supporting your refund request
3
Review Process
Our team reviews your case within 2-3 business days
4
Decision
You'll receive our decision and next steps via email
5
Processing
Approved refunds are processed within 5-7 business days
Required Information
When submitting a refund request, please include:
- Order confirmation number
- Instagram username
- Purchase date and package type
- Detailed explanation of the issue
- Supporting screenshots or evidence
- Preferred refund method
Campaign Support
In addition to our service policy, we offer 30-day campaign support:
- 30-Day Protection: If you lose more than 25% of delivered followers within 30 days due to service quality issues, we'll provide free replacements
- Quality Assurance: Replacements are provided at no additional cost
- Multiple Claims: You can claim replacements multiple times during the 30-day period
- Automatic Monitoring: We proactively monitor accounts for unusual drop-offs
Natural Fluctuation Notice
Some engagement fluctuation (5-15%) is normal on social media platforms and is not covered by our campaign support. We only provide additional support when drops exceed normal patterns.
Refund Processing
Once a refund is approved, processing times vary by payment method:
Payment Method Processing Times
- Credit Cards: 3-5 business days
- PayPal: 1-2 business days
- Bank Transfers: 5-7 business days
- Digital Wallets: 1-3 business days
Refunds are processed to the original payment method used for the purchase. If the original payment method is no longer available, alternative arrangements will be made.
Partial Refunds
In some cases, partial refunds may be offered:
- Partial Delivery: If 50-80% of promised results are delivered
- Service Disruption: If service is interrupted but partially completed
- Downgrade Requests: If you want to switch to a smaller package mid-service
- Pro-rated Refunds: Based on the percentage of service successfully delivered
Alternative Resolutions
Before processing refunds, we may offer alternative solutions:
- Service Re-delivery: Attempting delivery again at no extra cost
- Package Upgrade: Upgrading to a higher-tier service for better results
- Service Credit: Account credit for future purchases
- Extended Timeline: Additional time for service completion
- Custom Solution: Tailored approach to address specific concerns
Dispute Resolution
If you're not satisfied with our initial refund decision:
- Escalation: Request manager review within 5 days
- Additional Evidence: Provide any new supporting documentation
- Final Review: Senior management will conduct final review
- External Mediation: Third-party mediation if internal resolution fails
Abuse Prevention
To maintain fair service for all customers:
- Customers with excessive refund requests may be suspended
- False or fraudulent refund claims will result in account termination
- We reserve the right to refuse service to customers who abuse our policies
- All refund requests are logged and monitored for patterns
Policy Updates
This Refund Policy may be updated periodically. Changes will be effective immediately upon posting. Purchases made before policy changes are governed by the policy in effect at the time of purchase.