What we refund, what we do not.

The honest summary

Twitterz ships to a crypto only payment rail, which means our refund policy is different from card based panels. We cannot charge back. We cannot pull funds from a wallet after settlement. What we can do is refund from our operating wallet to your origin wallet when a refund is warranted. The policy below documents the specific cases that qualify, the timelines, and the cases that do not qualify.

What we refund in full

• Non delivery. If we fail to deliver any part of a shipment within the stated delivery window, we refund in full upon request. Non delivery is extremely rare (under 0.2 percent of orders since 2022) and almost always traces to a mismatch between the handle provided and the handle the X API resolves. Support can fix these inside an hour usually but if we cannot, refund is immediate.
• Wrong handle shipped. If a shipment ships to the wrong handle due to our routing error (not a typo you made at checkout), we refund in full and ship the correct handle at no charge as a good faith adjustment. Our error rate on this is under 0.05 percent.
• Fraudulent order. If you prove to our satisfaction that the order was placed without your authorization (someone else accessed your wallet, for example), we refund once we have verified the fraud.
• Duplicate charge. If our payment processor somehow confirms the same crypto transaction twice and creates two orders, we refund the duplicate. This has happened twice across 250,000 orders but the mechanism exists.

What we refund pro rata

• Partial delivery. If a shipment delivers only a portion within the delivery window and we cannot complete the rest within a reasonable extension, we refund the undelivered portion. Partial delivery extensions typically resolve inside 48 additional hours, so pro rata refunds are rare but real.
• Warranty window shortening. If X makes a structural change that prevents us from completing the full 24 month warranty on an existing follower order, we refund the remaining warranty window pro rata. This has never happened but the refund mechanism exists.
• Managed Campaign underperformance. On Managed tier, if our post campaign audit concludes that underperformance traces to our shipment rather than content or external factors, we refund the relevant portion of the strategist fee. Product shipments under Managed campaigns warranty normally.

What we do not refund

• Shipped and delivered orders. Once an order ships within the stated window to the correct handle, the order is considered fulfilled. Buyer remorse is not grounds for refund. Change of mind after delivery is not grounds for refund.
• Downstream business outcomes. We warranty the signal, not the outcome. If a follower shipment lands correctly but your Premium monetization payout is lower than you hoped, that is content or niche driven and is not a refund trigger.
• Violations of our terms. Orders cancelled due to contract violations (ordering for unauthorized handles, using the service for harassment, reverse engineering our API outside the disclosure program) do not refund the unshipped portion. Good faith violations (first time unclear cases) may receive partial refunds at our discretion.
• X account issues on your side. If your X account is suspended, deleted, or locked after a shipment has been delivered but before the warranty window ends, the warranty pauses or ends as documented in the warranty page. Refunds for the remaining warranty window are not issued because the warranty was already running against the shipped volume.
• Price drops after your order. If we reduce prices on a tier after you ordered, we do not refund the difference. Pricing at time of order is the contract price.

How to request a refund

Email [email protected] with your order ID, the refund reason, and any supporting evidence (screenshots if delivery is in question, wallet transaction hashes if duplicate charge is in question). Support triages inside 4 hours during business hours and up to 24 hours on weekends.

Refund approvals route through the operations team for simple cases and the founder for cases above $1,000 or contested cases. Approved refunds are initiated within 24 hours of approval. Settlement time depends on the coin: stablecoin refunds clear in minutes, native token refunds clear at the standard confirmation depth (typically 15 to 60 minutes on BTC, faster on SOL and TRX).

Refund destination

Refunds pay out to the origin wallet address the order was paid from. We do not refund to a different wallet even if you ask, because payment to a different wallet would require us to verify ownership of the new wallet and that opens a fraud vector we do not want to own. If your origin wallet no longer exists (custodial exchange wallets that have been closed, for example), the refund is held in operating until you provide verification of the new wallet.

Refund currency

We refund in the same coin you paid with. We do not convert between coins because conversion adds slippage costs that would either come out of our margin or yours depending on which way the market moved, and neither option is fair to the other party. If the coin you paid with has depreciated between order and refund, that FX loss sits with you. If it has appreciated, that gain also sits with you.

Partial refund math

Pro rata refunds on partial deliveries calculate as follows: refund equals (undelivered quantity divided by total ordered quantity) times the order price. No per unit adjustments, no time value calculations, no late delivery penalties. The simplest fair math.

Pro rata refunds on remaining warranty window calculate as follows: refund equals (remaining days divided by 730 total warranty days) times the warranty component of the order price. The warranty component is the portion of the tier price attributable to the 24 month coverage, which is approximately 15 percent of the total tier price based on our cost accounting. This 15 percent figure is used for the math and is not a separate line item on invoices.

Chargebacks and dispute escalation

We do not accept cards, so chargebacks via card networks are not applicable. We do not accept PayPal, so PayPal disputes are not applicable. Crypto is non reversible by the protocol, so the only dispute path is direct with us. If you ever feel a refund was wrongly denied, escalate to [email protected] for a founder level review. Founder review happens inside 5 business days and the result is binding from our end.

Formal legal escalation beyond founder review goes through Dutch commercial law in Amsterdam as documented in the terms. Consumer buyers retain mandatory consumer protections in their home jurisdiction, which in some jurisdictions includes independent arbitration paths we will cooperate with.

Refund statistics

For transparency: across all orders placed in 2025, we refunded 0.31 percent of orders in full, 0.24 percent pro rata, and denied 0.09 percent of refund requests. The remaining 99.36 percent of orders shipped and delivered without any refund question arising. Numbers are published quarterly on the status page for anyone who wants to verify.

Contact

Refund requests: [email protected]. Refund disputes: [email protected]. Both route to humans who have been operating this system continuously and have a real interest in resolving refund questions fairly.