Skip to main content

Refund

1. Refund Policy​

  • Zeno supports refunding all the Zeno available remaining balance from the Zeno account at the time our client requests the refund for a reasonable reason and without any suspended ad accounts.
    • If your ad account is still active (not being suspended), you should turn off all the campaigns, and withdraw back to the money to Zeno balance after 3 hours since pausing completed.
  • All incurred costs when using Zeno services will not be refunded.
  • Zeno refunds 100% of the amount only in case our customer has not yet been granted a TikTok ads account.
  • Zeno supports refunding on the payment methods (including accounts/cards/wallets/...) our clients used to add fund before to protect the account holder benefits and to make sure all payments are safe.

Please note that:

  • For TikTok ads spam/suspicious violations causing suspended ad accounts, Zeno supports refunding the Zeno available remaining balance only if our clients advertise the approved content (the advertised URL or video was submitted to review/verify with approval status on our platform). All the cases with non-approval content will not be supported to refund the available remaining balance due to intentional cheating action.
  • In case of suspended ad accounts, the Zeno team will review again all the advertising history, data, and client's behaviour and give a final decision for the refunding process after that.

Note

Zeno can not support refunding the available remaining balance from suspending ad accounts if our ad account is fined (being suspended) for any reason as TikTok policy.

Here are some typical reasons that get an ad account suspended and Zeno can not guarantee for those cases:

  • Deploying products or services without obtaining prior approval from Zeno Media
  • Running prohibited products, such as weight loss, endocrine, sexual health, breast augmentation, MLM, financial, gambling, etc.
  • Advertisers engaging in spam actor/bad actor activities.
  • Altering landing page content, running landing pages featuring individuals wearing badges, doctors, or third-party logos, or having redirect links that violate unauthorized product guidelines.
  • Users associated with ad accounts that have a history of policy violations, engage in system evasion, or intentionally fail to pay advertising expenses will have their accounts suspended without refunds.
  • Violating TikTok's policies: https://ads.tiktok.com/help/article/advertising-on-tiktok-first-things-to-note?lang=en#anchor-0

2. How to request a Refund​

Step 1: In "Payment" tab, click "Refund" button

Step 2: Fill out all the required information on the "Refund Request Form"

  • "Requested amount": Enter the amount you want to refund. The request amount should not exceed your Zeno balance. Click "Max" to choose the maximum amount you can request for a refund.
  • "Refund Reason": select one of the following reasons:
    • Permanent service discontinuation
    • Temporarily stop using services
    • Other
  • "Detail reason": Please provide a detailed reason why you want a refund.
  • "Receiving method": choose one of the payment methods below and fill in the accurate payment details:
    • Credit Card
    • PayPal (PayPal email)
    • Payoneer (Payoneer email)
    • USDT (Wallet address, USDT network)
    • Airwallex: (Airwallex email)
  • Tick the box "I have read and accepted the terms of service."
  • Click "Next"

Note In case you choose the reason 'Permanent service discontinuation' and you still have money in the ad account, it will display as follows:

You can choose:

  • Click 'Skip' if you want to proceed with the refund process.
  • Click 'Go to withdraw money': you will withdraw money from the ad account to the Zeno account. After that, you will need to start the refund request process from the beginning again.

Step 3: Carefully review your refund request. We will not be responsible if you provide incorrect information about the receiving method. Click "Submit"

Your refund request has been sent successfully

Note

  • We will process your refund within 1-5 business days. It will then take an additional 10-15 days for the refund to be reflected in your account.
  • The user will be responsible for any transaction fees.

Refund Eligibility​

Eligible for Refund​

  • Available Balance - Remaining Zeno account balance
  • No Suspended Accounts - Ad accounts must be active
  • Reasonable Reasons - Valid business reasons for refund
  • Approved Content - Only for approved advertising content
  • No TikTok Account - 100% refund if no TikTok ads account granted

Not Eligible for Refund​

  • Incurred Costs - All service usage costs
  • Suspended Accounts - Accounts suspended for policy violations
  • Unapproved Content - Content not submitted for review
  • Policy Violations - Accounts suspended for TikTok policy violations
  • Intentional Cheating - Cases involving fraudulent activity

Refund Process​

Step 1: Prepare Account​

  • Pause Campaigns - Turn off all active campaigns
  • Wait Period - Wait 3 hours after pausing campaigns
  • Withdraw Funds - Move money from ad account to Zeno balance
  • Check Balance - Verify available refund amount

Step 2: Submit Request​

  • Access Payment Tab - Navigate to payment section
  • Click Refund - Initiate refund request process
  • Fill Form - Complete all required information
  • Review Details - Double-check all information

Step 3: Processing​

  • Review Period - 1-5 business days for processing
  • Account Reflection - 10-15 additional days for account update
  • Transaction Fees - User responsible for any fees
  • Confirmation - Receive confirmation when processed

Refund Methods​

Supported Payment Methods​

  • Credit Card - Original payment method
  • PayPal - PayPal email address
  • Payoneer - Payoneer email address
  • USDT - Wallet address and network
  • Airwallex - Airwallex email address

Processing Timeline​

  • Initial Processing - 1-5 business days
  • Account Update - Additional 10-15 days
  • Total Timeline - 11-20 business days
  • Transaction Fees - User responsibility

Important Considerations​

Account Status Requirements​

  • Active Ad Accounts - Must not be suspended
  • Campaign Management - All campaigns must be paused
  • Balance Verification - Sufficient balance for refund
  • Policy Compliance - No policy violations

Content Approval​

  • Submitted Content - Must be submitted for review
  • Approval Status - Content must be approved
  • Policy Compliance - Must follow TikTok policies
  • No Violations - No policy violations in advertising history

Suspension Cases​

  • Review Process - Team reviews advertising history
  • Data Analysis - Examines client behavior
  • Final Decision - Team makes final refund decision
  • No Guarantee - No guarantee for policy violations

Previous: Support Channel
Next: Affiliate Program Terms