Refund, Top-Down and Balance Return Policy

The following are separate processes: return of an unused Wallet balance; a Top-Down from an advertising account; a refund issued by an advertising platform or provider; and a refund of a GO DGTL service fee.

Approval of one type of return does not create a right to another.

The Client may request return of an unused Wallet balance.

GO DGTL may require identity and business verification, verification of the receiving bank account, completion of pending reconciliations, and confirmation that no expected liabilities remain.

Approved returns are ordinarily processed within fourteen business days after GO DGTL confirms the refundable amount.

Returns will normally be made to the originating bank account or another verified account held in the Client’s legal name.

Before returning a balance, GO DGTL may deduct unpaid invoices, incurred ad spend, GO DGTL commissions and fees, Platform Taxes, Pass-Through Charges, bank, SWIFT and FX costs, penalties and administrative fees, negative account balances, and reasonable reserves for unresolved liabilities.

GO DGTL cannot immediately return amounts already allocated to an advertising account, spent, charged by a platform, paid to an Upstream Provider or otherwise irreversibly incurred.

Recovery of those funds depends on the platform or provider.

GO DGTL will use commercially reasonable efforts to process an eligible Top-Down or platform refund.

GO DGTL does not control whether a platform releases the balance, how long the platform takes, the refund process for a restricted account, or any deductions made by the platform or provider.

A GO DGTL commission is earned when the corresponding Top-Up is processed.

The commission is non-refundable unless the Top-Up fails solely because of a GO DGTL processing error or GO DGTL agrees otherwise in writing.

A later Top-Down does not automatically refund the original commission.

Monthly subscription fees are non-refundable once the applicable billing period has started, except where required by law or agreed in writing.

GO DGTL may delay a return during a platform or partner investigation, account restriction, payment dispute, suspected fraud or unauthorized access, compliance review, or reconciliation of expected charges.