Refund Policy

Gramix provides an automated service that purchases or delivers digital Telegram products using Telegram, Fragment or other official or authorised fulfillment channels available for the relevant product.

After your payment has been confirmed by the applicable blockchain network or payment provider, Gramix normally begins processing the order immediately.

In most cases, processing begins within seconds. However, any delivery times displayed on the website are estimates only and are not guaranteed unless expressly stated otherwise.

For the purposes of this Policy, an order enters irreversible processing when:

• payment for the requested product has been irrevocably transmitted to or accepted by the relevant fulfillment provider;
• the relevant blockchain transaction has been successfully broadcast and can no longer reasonably be cancelled by Gramix; or
• the digital product has been credited, activated, transferred or otherwise delivered to the Telegram account specified in the order.

Once an order has entered irreversible processing, Gramix may no longer be able to cancel the order or recover the funds used to fulfill it.

A cryptocurrency payment is considered confirmed only after it has received the required blockchain confirmations and has been recognised as paid by our payment system.

A transaction that is pending, unconfirmed or delayed by a blockchain network is not yet considered a confirmed payment.

Blockchain confirmation times are outside Gramix’s control. A delay in confirming a transaction does not, by itself, mean that Gramix has failed to process the order.

You may request cancellation of an order before it enters irreversible processing.

Because orders are processed automatically and may enter irreversible processing within seconds after payment confirmation, we cannot guarantee that a cancellation request will be received or acted upon before processing begins.

Sending a message to customer support does not automatically pause or cancel an order. An order is cancelled only after Gramix confirms the cancellation.

Gramix may issue a full or partial refund in the following situations:

• your payment was confirmed, but the order was not submitted due to a technical error caused by Gramix;
• Gramix is unable to fulfill the order and the funds have not been irreversibly transferred to a third-party fulfillment provider;
• the fulfillment provider rejected or cancelled the order and the corresponding funds were returned to Gramix;
• you made a duplicate payment and the duplicate order was not fulfilled;
• only part of the order was delivered and Gramix is unable to deliver the remaining part;
• Gramix confirms cancellation before the order enters irreversible processing;
• a refund is required under applicable law.

Where reasonably possible, Gramix may first offer to correct, retry or complete the order instead of issuing a refund.

If a third-party provider returns the funds to Gramix after an unsuccessful order, the corresponding refund will be processed after Gramix receives and verifies the returned funds.

Except where required by applicable law, refunds are not available when:

• the order has entered irreversible processing;
• the ordered Telegram Premium, Telegram Stars, GRAM or another digital product has been delivered to the Telegram account specified by the customer;
• payment for the order has been accepted by Telegram, Fragment or another applicable fulfillment provider and cannot be cancelled or recovered by Gramix;
• the order is delayed because of Telegram, Fragment, blockchain congestion, maintenance, increased demand, payment-provider delays or another circumstance outside Gramix’s reasonable control;
• the customer changes their mind after processing has begun;
• the customer no longer needs the order or expected it to be delivered within a particular time that Gramix did not expressly guarantee;
• the customer provided an incorrect Telegram username, recipient, quantity, subscription duration or other order information and the order was processed using that information;
• the recipient changed their username, lost access to their Telegram account, deleted their account or became restricted before or after delivery;
• the customer sent cryptocurrency using an unsupported asset or network, sent it to an incorrect address, failed to include required payment information or sent an insufficient amount;
• the customer’s Telegram account is not eligible to receive the selected product and this was caused by information or circumstances that the customer did not disclose before payment;
• Telegram revokes, restricts or removes a product after it was successfully delivered due to the recipient’s actions, account status or violation of Telegram’s rules;
• the value or exchange rate of the cryptocurrency used for payment changes after the transaction.

A temporary delay does not automatically entitle the customer to a refund if the order has already entered irreversible processing and remains capable of being completed.

Most orders are processed quickly, but delays may occur because of:

• slow or congested blockchain networks;
• delayed blockchain confirmations;
• maintenance or technical issues affecting Telegram or Fragment;
• unusually high demand for Telegram products;
• interruptions affecting payment processors or other third-party providers;
• security, fraud-prevention, sanctions or compliance reviews.

Gramix will make reasonable efforts to investigate delayed orders and provide available status information.

If an order becomes permanently impossible to fulfill and Gramix has retained or recovered the corresponding funds, Gramix will either attempt to fulfill the order again or issue an appropriate refund.

Before making payment, you must verify:

• the Telegram username and intended recipient;
• the selected product;
• the number of Telegram Stars or GRAM;
• the Telegram Premium subscription duration;
• the payment asset, blockchain network, amount and destination address;
• that the recipient’s account is eligible to receive the selected product.

Orders are processed using the information entered by the customer. Gramix is not responsible for delivery to an unintended recipient where the order was correctly processed using the information provided by the customer.

Approved refunds will normally be issued through the original payment method where technically possible.

For cryptocurrency payments, a refund will normally be sent using the same cryptocurrency and network used for the original payment or another method agreed with the customer.

Unless prohibited by applicable law, non-recoverable blockchain fees, payment-provider fees and costs caused by incorrect payment details may be deducted from a voluntary refund.

Refunds required under mandatory consumer law will not be reduced by fees except where such deductions are permitted by law.

Gramix is not responsible for changes in cryptocurrency prices or exchange rates occurring between the original payment and the refund.

Approved refunds will be initiated without undue delay. The time required for the refunded funds to appear may depend on the blockchain network, bank or payment provider.

Gramix processes digital orders immediately after payment confirmation.

Where applicable law provides a statutory right of withdrawal, you expressly request that Gramix begin performing the contract before the end of the statutory withdrawal period.

You acknowledge that, once the service has been fully performed or the supply of digital content has begun, you may lose your statutory right of withdrawal to the extent permitted by applicable law.

This provision does not affect your rights where an order was not supplied, was supplied incorrectly or does not conform to the contract.

Nothing in this Refund Policy excludes or limits any consumer right, remedy or liability that cannot legally be excluded or limited.

Before initiating a chargeback or payment dispute, please contact Gramix Support so that we can investigate the order.

Submitting a fraudulent or misleading chargeback after a digital product has been delivered may result in suspension of access to Gramix services and the use of transaction and fulfillment records to contest the chargeback.

Nothing in this section prevents a customer from exercising any payment-dispute rights available under applicable law.

To request an investigation or refund, contact:

• Email: support@gramix.io
• Telegram: Gramix Support through the contact link published on Gramix.io

Please include:

• your Gramix order ID;
• the payment transaction hash or payment reference;
• the Telegram username entered in the order;
• the product and amount purchased;
• a description of the issue;
• any relevant screenshots or error messages.

We may request additional information reasonably necessary to verify the payment, order status and refund destination.

We may update this Refund Policy to reflect changes to our services, fulfillment methods or legal obligations.

The version applicable to an order is normally the version presented or linked during checkout when that order was placed, unless applicable law requires otherwise.