Refund Policy — What You Need to
Know Before You Order
We know that handing over money to any online platform requires trust. Especially for first-time users who have never used an SMM panel before, the refund policy is often the last thing you check before deciding whether to place that first order. So we are going to be completely straight with you here. This page explains exactly when FalconSMM offers refunds, when we do not, and what you should do if something goes wrong with your order. No confusing legal language. No hidden clauses designed to avoid paying you back. Just a clear, honest explanation of how we handle money when things do not go as planned.
If you have questions about anything on this page, our support team is available 24/7 via WhatsApp and email. You can also visit our Contact Us page before you place an order.
This Refund Policy applies to all users of FalconSMM and should be read alongside our Terms of Service and Privacy Policy.
The Nature of SMM Services and Why We Don't Offer Cash Withdrawals
Before we get into specific situations, it helps to understand how SMM services work and why refund policies in this industry are different from buying a physical product from an online store.
When you place an order on FalconSMM, that order is sent instantly to our service delivery network. In most cases, delivery begins within minutes. Once delivery has started, the cost of that service is committed on our side. Followers have been added, views have been delivered, likes have registered on the platform in question.
Because we cannot pull back followers from an Instagram account or un-view a YouTube video, delivered services cannot be returned in the way a physical item can. This is the basic reality of social media growth services, and it is why no legitimate SMM panel offers blanket refunds on delivered orders.
This is also why account balance funds cannot be withdrawn as cash. Once money is added to your FalconSMM balance, it is committed to use on our platform. It cannot be transferred back to your bKash, Nagad, Rocket, or other payment account. We explain this clearly on our Add Funds page before you complete any payment.
When You Are Eligible for a Refund
If your order experiences any of the following issues, you are entitled to a full or partial balance refund:
Your order was never delivered
If you placed an order and delivery never started within the timeframe stated in the service description, and our team confirms that the service failed to deliver, you will receive a full 100% refund credited back to your FalconSMM balance.
Please allow the full delivery window stated in the service description before requesting a refund. Some services begin instantly, while others have a scheduled start delay of 1 to 24 hours depending on the platform and current server queue.
Your order was partially delivered and cannot be completed
If your order started delivering but stopped before reaching the full quantity ordered, and our delivery network cannot complete the remaining balance, the status will be set to Partial.
In this case, you are refunded proportionally for the undelivered portion. For example, if you ordered 1,000 likes and 600 were delivered before the service stopped, you are charged only for the 600 delivered and the remaining 400 is automatically credited back to your account balance.
You were charged incorrectly
In the rare event of a billing error on our platform — such as a duplicate deduction or an incorrect rate applied to an order due to a technical glitch — contact our support team immediately. Once verified, the overcharged amount will be credited to your account balance without delay.
You placed an order on a service that is permanently down
If social media platforms make technical updates that render a particular service permanently non-functional before your order starts, that order will be cancelled and 100% of the funds will be returned to your account balance. You can then use those funds for an alternative working service.
When Refunds Do Not Apply
We believe in being upfront about situations where refunds cannot be issued. To avoid misunderstanding, please read the following before placing any order:
Wrong link or private account entered by user at checkout
It is entirely your responsibility to enter the correct URL or username and to ensure the target account or post is set to public. If you enter an incorrect link, a broken URL, or a private account and the delivery system attempts fulfilment or delivers to the wrong target, we cannot issue a refund.
Drop in counts after the refill guarantee period has expired
Many of our services include a refill guarantee (for example, 30 days or 60 days). If your count drops within that guaranteed window, we refill it for free — you do not need a refund because we fix it. However, once the stated refill period has passed, drops are considered natural platform attrition outside our control and are not eligible for a refund or further refill.
Simultaneous orders from multiple providers
If you order the same service for the same link from FalconSMM and another SMM panel or agency at the same time, counts will overlap and it is impossible to determine which service delivered what. In these cases, we cannot verify claims of non-delivery or drops and refund requests will be declined.
Delivered services that match the package description
If a service was delivered in full according to what was stated in the description at the time of purchase, the order is complete. We do not issue refunds because you changed your mind after delivery, because you expected different results not promised in the listing, or because the delivered engagement did not generate organic sales or reach.
Account suspended or restricted by the social media platform
While our services are designed to be safe and are delivered gradually within platform limits, social media platforms are independent companies with their own terms. FalconSMM is not responsible for any platform actions taken against your account including shadowbans, restrictions, or suspensions. Orders cannot be refunded on this basis.
Change of mind after an order has entered the delivery queue
Once an order is placed and moves to In Progress or Processing, automated delivery pipelines begin immediately. We cannot stop or cancel an order mid-delivery because you no longer want it.
Partial Deliveries — How They Work
Partial delivery is one of the most common situations on any SMM panel, and it is helpful to understand how our system handles it automatically.
A partial delivery happens when a service starts delivering, delivers a portion of your ordered quantity, and then cannot complete the rest. This can happen for several reasons: the target profile became temporarily unavailable, the delivery server hit a temporary capacity limit, or the platform implemented a mid-delivery algorithmic update.
When an order goes Partial, our system automatically calculates the exact proportion delivered and credits the remainder back to your FalconSMM balance within minutes. You do not need to contact support to request this. The credit happens automatically.
For example: If you ordered 2,000 views at 200 BDT and only 1,200 were delivered before the service stopped:
- You are charged only for the 1,200 views that were successfully delivered (120 BDT).
- The remaining 80 BDT for the 800 undelivered views is returned to your account balance automatically.
- The order status is marked as Partial in your dashboard.
You can then use that refunded balance immediately to place a new order on an alternative server or any other service on our platform.
How to Request a Refund
If your order qualifies for a refund under the conditions above, here is how to request it:
Check Your Order Status
Go to Orders in your dashboard. Check whether your order is marked as Pending, In Progress, Partial, Completed, or Canceled. If the delivery window has not passed yet, please wait for that window to close before submitting a ticket.
Open a Support Ticket
Open a support ticket from your dashboard or message our team on WhatsApp. Include your Order ID, the service name, and a clear explanation of what went wrong. The more detail you provide upfront, the faster we can investigate and resolve it.
Wait for Resolution
Our support team investigates refund requests within 1 to 6 hours during working hours. We check delivery logs, verify whether the service failed, and confirm if your order is eligible for a balance refund or refill.
Check Your Balance
Once approved, funds are credited back to your account balance instantly. You will receive a confirmation message and the funds will appear in your balance immediately.
Our Commitment to Dispute Resolution
We know that having an issue with an online order is frustrating. If you have an order that did not deliver properly, talk to us first before opening a dispute on your payment platform. Opening an external dispute freezes your FalconSMM account while it is being investigated and delays resolution for both of us.
Our support team is available 24/7 on WhatsApp and email. The vast majority of legitimate issues are reviewed and resolved with a full or partial balance refund within hours of being reported.
We have built our reputation since 2020 by treating our users fairly. When something goes wrong on our end, we fix it or refund it. That is our commitment to every user of our platform.
Got Questions About FalconSMM? We Have Answers
If you are new to SMM panels or have specific questions about our services, find your answers below. You can also contact our support team anytime via WhatsApp or email.