Version 1.0 · Effective date: 17 October 2026
This English text is a translation of the Turkish original. If the two differ, the Turkish text prevails, without limiting any rights you have under laws that cannot be set aside by agreement.
Scope: This policy sets out the rules on cancellation, refunds, refill and the right of withdrawal for orders and account balance top-ups made on the zolpix.com website. It forms part of the Distance Sales Agreement. It does not restrict your rights under consumer legislation; if this policy and the legislation differ, the provision more favourable to you applies.
In brief
- You can change your mind about your order before your payment is verified and before delivery starts; the full amount you paid is refunded.
- Because you request, by ticking a separate box on the checkout page, that performance start immediately, the right of withdrawal cannot be exercised once delivery has started. If you live in the European Union, you can withdraw until delivery is complete (2.4).
- Late, incomplete delivery, or delivery that does not conform to the package terms, is a defective service; you can choose to have it completed, to receive a price reduction or to rescind the contract (4).
- An order that is not delivered at all is refunded in full; for an order that is partly delivered, the undelivered part is refunded.
- Drops after delivery are refilled only if refill is shown in the package and only on those terms.
- Refunds are made within 14 days at the latest, in a single payment, to the method you used to pay (8). A refund to your balance is made only if you ask for it.
- You can ask for a refund of a balance top-up you have not used at all within 14 days, and for a refund of your unused balance when you close your account.
1. Before payment is verified
1.1. If a card payment was not completed: If the payment failed or expired, your order remains unpaid and delivery does not start. If a charge appears at your bank, write to us before making a new payment. If the charge is verified, your order is performed or the full amount is refunded, as you prefer.
1.2. For bank transfer (havale/EFT) payments: If you have not paid and have changed your mind, you do not need to do anything; if no bank transfer notification is made within the period in the payment instructions (72 hours as at the date of this version), the order is closed as unpaid. If you have paid but our team has not yet verified the payment, you can tell us that you have changed your mind; the amount you sent is refunded to a bank account belonging to the account holder who made the payment.
2. Right of withdrawal
2.1. You have the right to withdraw from the contract within 14 days of the day it is concluded, without giving any reason.
2.2. On the checkout page, by ticking a separate consent box that is not pre-ticked, you expressly request that performance of the service start within the withdrawal period, immediately after your payment is finalised, and you acknowledge that you will lose your right of withdrawal once performance has begun. For this reason, under sub-paragraphs (ğ) and (h) of the first paragraph of Article 15 of the Distance Contracts Regulation, the right of withdrawal cannot be exercised once performance has begun.
2.3. Before performance begins, for example while the delivery status is "Not submitted", you can send your notice of withdrawal to info@zolpix.com or to the other addresses stated in the Distance Sales Agreement. The full amount you paid is refunded within 14 days at the latest of the date your notice reaches us.
2.4. If you live in the European Union: If your habitual residence is in a member state of the European Union, Article 7.6 of the Distance Sales Agreement applies instead of sections 2.2 and 2.3: you can exercise your right of withdrawal until delivery is complete. If you withdraw while delivery is in progress, the price of the part delivered up to the moment your notice reaches us is calculated using the method in section 4.2 and deducted, and the remaining amount is refunded under section 8. Once delivery is complete, the right of withdrawal cannot be exercised.
3. Cancellation after delivery has started
Once delivery has started, there is no right to cancel the order apart from your rights under sections 2.4 and 4. However, if you ask and the SMM service provider allows the remaining part to be stopped, we may stop the remaining part and refund the price of the undelivered quantity. This is a convenience we offer where possible, outside the scope of sections 2.4 and 4.
4. Orders that cannot be delivered, are incomplete or are late
4.1. An order that cannot be delivered at all ("Failed"): The whole order is refunded. If you wish, you can ask for the order to be retried instead of a refund.
4.2. A partly delivered order: If the remaining quantity cannot be delivered, the amount attributable to the undelivered quantity is refunded. This amount is calculated by multiplying the share of the amount you paid that is attributable to that item (net of any coupon discount) by the ratio of the undelivered quantity to the package quantity.
4.3. Delay: If delivery is not completed within the delivery time in the package terms, the service is deemed defective (Law No. 6502 Art. 13). You can choose to wait for it to be completed, to have the remaining part cancelled and the price of the undelivered quantity refunded, or to exercise your other rights under Law No. 6502 Art. 15 (price reduction, rescission of the contract).
4.4. Incomplete delivery or delivery that does not conform to the package terms: If the service is performed incompletely or does not conform to the package terms, it is deemed defective. Under Article 15 of Law No. 6502, you can choose one of the following rights: re-performance of the service (e.g. completion of the missing part), a price reduction proportionate to the defect, or rescission of the contract; the remedy you choose is provided. Your right to compensation under the general provisions of law is reserved.
4.5. Orders in the "Under review" status: When no clear answer can be obtained from the service provider, the order is not retried automatically, to avoid a duplicate delivery, and is reviewed by our team. At the end of the review, the order is completed, resubmitted, or the undelivered part is refunded; we will tell you the outcome.
4.6. Impossibility of performance: If performance of the service becomes impossible, we notify you by email within three days of the date we learn of it, and refund the price of the part that cannot be performed within 14 days at the latest of the date of notification.
5. Refill
5.1. Refill means restoring engagement that drops after delivery. It is provided only if a refill period and scope were shown in the package terms before payment, and only within that period and scope. If refill is not shown in the package terms, drops after delivery are not refilled and are not grounds for a refund.
5.2. You can send your refill request, with your order number, through our support channels within the refill period. For a refill, the target must be public, and the username or link must not have changed. A refill does not exceed the quantity you bought.
5.3. If refill was shown in the package terms but cannot be carried out, the price of the missing quantity covered by the refill is refunded using the method in section 4.2.
6. Cases in which no refund is made
The following cases are not a failure of performance by Zolpix and are not grounds for a refund:
- orders completed in accordance with the package terms;
- drops after delivery for packages where refill is not shown;
- delivery that cannot be made or cannot be measured correctly for reasons attributable to you, such as entering a link that is incorrect or not of the type the package requires, making the target private, deleting it or changing its username, or receiving engagement for the same target from another source at the same time. If these are noticed before delivery starts, we will correct the link, or cancel the order and refund it;
- removal or restriction actions taken by platforms at their own discretion (refill rights under the package terms are reserved);
- expectations not included in the package terms (e.g. the effect of engagement on the account's reach, income or explore section).
These cases do not affect your rights where the service is defective within the meaning of Law No. 6502 Art. 13.
7. Refund method
- Orders paid by card: refunded to the card you used for payment, through the contracted payment institution, in the currency in which the charge was made.
- Orders paid by bank transfer (havale/EFT): refunded to a bank account belonging to the account holder who made the payment. For this, our team will ask you for the IBAN and the account holder's name; the refund is made by our team through the bank. No refund is made to an account belonging to another person.
- Orders paid with balance: refunded to your account balance.
- Refund to balance: A refund for an order paid by card or bank transfer can be made to your account balance only if you have an account and you expressly ask for it. No refunds to balance are made for guest orders.
- Because payments in crypto-assets are not accepted, no refunds are made in crypto-assets either.
8. Refund period
8.1. Refunds are made within 14 days at the latest of the date on which your notice of withdrawal or your cancellation or refund request reaches us, on which we refuse or cancel the order, or on which we notify you that performance has become impossible; in a single payment; to the method you used to pay (except for a refund to balance that you have expressly asked for, as described in section 7); and without any cost to you.
8.2. The time it takes for card refunds to appear in your account or on your card statement depends on your bank. You are notified when the refund is made; the payment status of your order then shows "Partially refunded" or "Refunded".
9. Exchange rates and currency
9.1. Refunds are made in the currency in which the charge was made. A refund of a payment made in USD or EUR is made in the same currency; because of your bank's conversion rate, the Turkish lira equivalent credited to your account may differ from that at the time of payment.
9.2. For refunds to balance, the Turkish lira equivalent is calculated using the exchange rate applied at the time of payment, not the current rate.
10. Short, excess or unmatched bank transfer payments
10.1. If the amount you send differs from the order or top-up amount, the payment is not approved, and our team reviews the situation and contacts you by email.
10.2. Short payment: You can pay the outstanding amount within the payment period, or ask for the amount you sent to be refunded to a bank account belonging to the account holder who made the payment.
10.3. Excess payment: The payment is approved up to the order amount; the excess is refunded to a bank account belonging to the account holder who made the payment. If you have an account and you expressly ask, the excess can be added to your balance.
10.4. Unmatched or late payments: Payments that cannot be matched to an order because no bank transfer notification was made or the description is missing are matched using the sender information where possible; if they cannot be matched, they are refunded to the sending account. For a payment sent for an order that has closed because its period expired, we contact you and refund your payment to the sending account; if you have an account and you expressly ask, we can add the amount to your balance.
11. Refunds of balance top-ups
11.1. A balance top-up is a prepayment for orders you will place in the future. The balance cannot be exchanged for cash or transferred to another account and is refunded only in the cases below.
11.2. Unused top-up: If you have not spent anything from a top-up, you can ask for a refund of that top-up within 14 days of the top-up date.
11.3. Account closure: When you ask for your account to be closed, or when your account is closed under the Terms of Use, your unused balance is refunded.
11.4. Refund method: If the top-up was made by card, it is refunded to the same card to the extent the payment institution allows; if this is not possible, or if the top-up was made by bank transfer, it is refunded to a bank account registered in your name or belonging to the account holder who made the payment. If the balance consists of more than one top-up, the refund is made starting from the most recent top-ups, according to their top-up methods.
11.5. If there is a fraud review or a legal obstacle, the refund may be held until that situation ends; in that case, you will be informed.
12. Payment disputes (chargebacks)
If there is a problem with your payment, we ask you to write to us before disputing it with your bank; we can resolve most problems faster. If you start a dispute through your bank, we may provide the order and delivery records to the payment institution. If a refund is received both through the dispute and from us for the same payment, we will ask for the duplicate amount to be repaid.
13. How to apply
For cancellation, refund, refill and withdrawal requests:
- send an email to info@zolpix.com,
- if you have an account, open a support ticket from your account, or
- write to our team in live support using the "Talk to a person" option. Refund and cancellation requests are decided by our team, not by the AI assistant.
In your request, give your order number, the email address you used in the order and your request. For bank transfer refunds, add the name and IBAN of the account holder who made the payment. We never ask for your password.
14. Disputes
If you are not satisfied with the outcome of your request, you can use the consumer arbitration committee, consumer court and mediation routes set out in the Distance Sales Agreement.
