ENS Advertiser Centre – Refund Policy

1. GENERAL POLICY

The ENS Advertiser Centre operates on a prepaid advertising model. Advertisers add funds to their account in advance and use those funds to run advertising campaigns across ENS platforms and services.

Refunds are not issued automatically and are considered only in specific circumstances outlined in this policy and in accordance with applicable payment processing requirements.

2. ELIGIBLE REFUND CIRCUMSTANCES

A refund may be considered where:

• A duplicate payment was made unintentionally
• A payment was processed in error
• A campaign could not run due to a verified technical issue on the ENS Advertiser Centre platform
• Funds were reserved for a campaign that was rejected before publication
• A billing issue resulted from a system-related platform error

Each request is reviewed individually based on platform records and transaction details.

3. NON-ELIGIBLE REFUND CIRCUMSTANCES

Refunds are generally not provided in the following situations:

• Campaigns that have already started running
• Campaigns that have been partially delivered
• Campaign performance below advertiser expectations
• Incorrect campaign configuration by the advertiser
• Policy violations resulting in campaign rejection or suspension
• Account suspension due to breach of platform Terms and Conditions

4. UNUSED CAMPAIGN BALANCES

If a campaign ends before the allocated budget is fully used, the remaining unused balance is automatically returned to the advertiser wallet within the ENS Advertiser Centre.

No separate refund request is required for unused campaign balances.

5. METHOD OF REFUND

Where a refund is approved, the amount is credited to the advertiser wallet associated with the ENS Advertiser Centre account for future campaign use.

In certain cases where required by applicable law or payment processing obligations, refunds may be issued to the original payment method through the payment provider.

6. REQUESTING A REFUND REVIEW

Advertisers who believe a transaction qualifies for review may submit a request by contacting:

[email protected]

Requests should include:

• Account email address
• Transaction reference
• Campaign name (if applicable)
• Description of the issue

7. REVIEW PROCESS

Refund requests are reviewed within a reasonable timeframe based on transaction history, campaign status, and compliance with platform policies. Additional verification may be required before a decision is made.

ENS Advertiser Centre reserves the right to approve or decline refund requests following review.

8. PAYMENT PROCESSING COMPLIANCE

Payments made through third-party payment processors, including Paddle, are subject to the policies, procedures, and compliance requirements of those providers.

Where applicable, Paddle may process refunds directly in accordance with its own buyer protection, dispute handling, and regulatory obligations.

9. POLICY UPDATES

Forever Technologies Uganda Limited reserves the right to update this Refund Policy at any time. Updates become effective once published within the ENS Advertiser Centre platform.

Continued use of the platform after updates are published constitutes acceptance of the revised policy.