Refund Policy

1. Refunds for campaigns

This Refund Policy applies to payments for promotion campaigns purchased from Q25, LLC by Clients — artists, labels and brands — and processed by Stripe. It explains when you can get your money back. (Creators in our creator program are paid by us and are not covered by this policy.)

2. Cancellation before the first Reel

You can cancel for a full refund at any time before the first Reel is published. This applies to start-now orders and to release-day bookings. Contact oi@q25.io. If your release date moves, contact support before the first Reel is published; we can move the start once, free of charge, within 60 days.

3. After the first Reel is published

After the first Reel is published, the delivery guarantee in section 5 of our Terms of Service applies: you get every Reel you paid for and the minimum views stated in your order.

• We check for and replace defective Reels ourselves: sound not from Instagram's music library, a private account, deletion within 45 days, a black screen or static image, or someone else's ad. You don't need to check anything.
• Each Reel's views are its public Instagram view count, recorded 10 days after it is published. If the total is below the minimum, we add Reels at no extra cost until the minimum is reached. Extra Reels are published within 30 days after the shortfall is counted. A shortfall in views is made up with extra Reels, not refunded; if extra Reels become impossible for reasons outside our control, you get credit toward your next campaign instead.

4. Missing Reels

If Reels you paid for are not published within 14 days of the start, or we cannot complete the package for any reason, you choose a refund for the missing Reels or credit toward your next campaign. Start means the first published Reel. Platform events described in section 13 of our Terms can move these deadlines by up to 30 days. If no Reels have been published and you choose a refund, you get the full price back.

5. How to request a refund

To request a refund, email us at oi@q25.io with your order details. We confirm within 2 business days and issue the refund through Stripe to your original payment method within 5 business days; your bank may take a few more days to show it. Nothing in this policy limits any refund rights you may have under mandatory consumer law, which always apply where required. This Refund Policy is part of our Terms of Service.