Refund Policy

1. When a refund is available

• The service was not delivered due to technical reasons on our side.
• The digital good was not delivered to the recipient within 24 hours after payment confirmation (except when the delay is caused by Telegram, TON or a payment provider, and the user has been notified).
• Payment was charged twice due to a technical error.

2. When a refund is not available

• The service has been fully delivered (Stars/Premium/TON credited).
• The user provided incorrect data (recipient username, memo, comment) — we will help to re-send at the user's expense.
• The service was not delivered for reasons outside our control (recipient's account blocked by Telegram, TON network issues, payment provider failures).

3. How to request a refund

• Contact support: @helIo_stars.
• Provide: order number, date and amount of the payment, reason for refund.
• Review period — up to 72 hours from the time of request.
• Refunds are issued to the same payment details used for the original payment, within 10 business days (the exact period depends on the payment provider and the issuing bank).

4. Time limit

Refund requests are accepted within 14 calendar days from the date of payment. After this period refunds are not issued.

5. Chargebacks and disputes

The user agrees not to initiate disputes, chargebacks or other claims via payment aggregators after the service has been successfully delivered. In case of an unjustified dispute, we may provide the payment provider with evidence of delivery.