Refund Policy
Last updated 8 August 2026
Effective date: 8 August 2026
This Refund Policy explains when advertising spend on Ads.Mahhala can be credited or refunded. It forms part of our Terms of Service.
How billing works here
Understanding the remedy is easier if the billing model is clear.
Ads.Mahhala is postpaid. You are not buying a prepaid balance of credit. You set budgets, your campaigns deliver impressions and clicks against those budgets, and at the close of each billing period we issue an invoice for what was actually delivered. You settle that invoice by card through Stripe, or we collect it from a stored card.
Two consequences follow, and both are the reason this policy reads the way it does:
- You are billed for delivery that already happened. By the time an invoice exists, publishers have shown your ads and earned against them. That is why delivered advertising is not returnable in the way an unopened product is.
- Because settlement comes last, most corrections happen before money moves. If something is wrong with an invoice, the cleanest fix is usually an adjustment to that invoice or a credit against the next one — not a payment followed by a refund.
What we will correct
We will issue a credit or a refund in the following cases.
Billing errors. An invoice that does not match delivery: duplicated line items, a rate applied incorrectly, spend attributed to the wrong campaign, or a charge taken after a campaign was stopped. If we billed it wrongly, we fix it in full, whether or not you noticed within any particular window.
Invalid or fraudulent traffic. Impressions or clicks that our systems, or a claim you bring, establish were not genuine — bot traffic, automated clicking, or a publisher manipulating delivery. We monitor for this and issue credits proactively when we detect it; you do not have to catch it first. If you believe you are being charged for invalid traffic, tell us and we will investigate.
Significant over-delivery. Campaign pacing is not perfectly instantaneous, and small overshoots past a daily or lifetime budget are normal and are not refundable. Where delivery exceeds your configured budget by more than 5%, we credit the excess.
Service failure. Where our platform materially failed to deliver a campaign you were charged for — an outage on our side, or ads served into the wrong placements because of a defect in our targeting.
Duplicate payment. If the same invoice is settled twice, we return the duplicate.
What we will not refund
To be straight with you rather than leave it vague:
- Campaign performance. Advertising that delivered as configured but did not produce the clicks, conversions or return you hoped for. We sell delivery and measurement, not outcomes, and no ad network can guarantee results.
- Spend inside your own settings. Budgets, bids, targeting and schedules are yours to control. Spend that occurred within the budgets you set — including a campaign you forgot to pause — is spend you authorised. If a campaign ran longer than you intended, tell us anyway; we would rather look at it than have you assume the answer is no.
- Creative or targeting mistakes in material you supplied — the wrong landing page, a typo in the creative, or targeting you set too broadly.
- Ads rejected in moderation. Rejected creatives never serve and are never charged for, so there is nothing to refund.
- Chargebacks used in place of a conversation. See below.
How we put it right
Our default remedy is an account credit applied to your next invoice. It is faster than a card refund, it reaches you in full without payment-processing deductions, and it is posted to your account ledger so it is visible and auditable on both sides.
You can ask instead for a refund to the original payment method, and we will do that where the original charge has settled. Refunds go back through Stripe to the card that paid, typically arriving in 5–10 business days depending on your bank. We cannot refund to a different card or by another method — this is a fraud-prevention rule, not a preference.
If your account is closing and carries a credit balance we cannot apply to a future invoice, we will refund it to the original payment method.
How to make a claim
Write to support@ads.mahha.la with:
- your invoice number (it looks like
INV-202608-000001-0001, and appears on the invoice in your billing portal); - the campaign or line item in dispute;
- what you believe is wrong, and the dates involved.
Please raise a claim within 30 days of the invoice date. We can investigate delivery and traffic records far more reliably while they are recent. Genuine billing errors we will correct outside that window too — the deadline exists to make claims tractable, not to run out the clock on our own mistakes.
We aim to acknowledge within 2 business days and to resolve within 10 business days. Invalid-traffic claims sometimes take longer because they require analysing delivery records across publishers; we will tell you if that is the case rather than go quiet.
Disputes and chargebacks
Please contact us before disputing a charge with your bank. A chargeback does more than move money: it automatically halts every campaign on your account and pulls the disputed funds — and the publishers' earnings against them — back through our ledger. Unwinding that is slower and messier for you than an email would have been, and your campaigns stay stopped throughout.
If you dispute a charge and we cannot resolve it, your account may be suspended until the dispute closes. If a dispute is decided in your favour, the funds return to you through your bank. Where a dispute is resolved in ours, the associated processing fee is not returnable.
Publisher earnings
This policy covers advertiser spend. If you are a publisher, the corresponding process is different: earnings are accrued into a statement each period and paid out through Stripe Connect once finalised. Where earnings are reversed — because the traffic was invalid or an advertiser's payment was charged back — the reversal is applied to your balance and shown on your statement. Questions about a statement go to the same address.
Changes
We may update this policy. Changes apply to invoices issued after the revised effective date above.