Refund Policy
✅ You're Eligible for a Full Refund If:
- •
We Don't Respond Within 48 Hours
If you don't receive a response from our team within 48 hours of payment, you're entitled to a full refund—no questions asked.
- •
We Determine Recovery Is Impossible
If we assess your case and determine upfront that recovery isn't possible (e.g., account permanently banned), we'll refund you immediately.
- •
We Fail to Deliver Promised Service
If we don't provide the recovery instructions or support as described in your chosen tier (Basic or Premium).
- •
Technical Error on Our End
Payment processed but you didn't receive confirmation email or access to services.
❌ No Refund If:
- •
Platform Denies Recovery (Not Our Fault)
If the platform (Facebook, Instagram, etc.) denies your recovery request, that's beyond our control. We provide guidance, but they make the final decision.
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You Didn't Follow Instructions
If you didn't complete the recovery steps we provided or didn't respond to our follow-up communications.
- •
Incorrect Information Provided
If you provided wrong account details, email, or other inaccurate information that prevented successful recovery.
- •
Account Permanently Banned for Violations
If your account was disabled for violating platform policies (hate speech, spam, etc.), platforms rarely restore these accounts.
- •
Change of Mind
After we've delivered the service (sent instructions, provided support), you can't request a refund simply because you changed your mind.
📋 How to Request a Refund
- Email us at: refunds@vanillarecoveryhub.com
- Include: Your transaction reference (TX_REF), email, and reason
- Timeline: We'll review and respond within 3 business days
- Processing: Approved refunds are processed within 5-7 business days
- Method: Refunds go back to your original payment method (M-Pesa or card)
Note: Refund requests must be submitted within 14 days of payment.
🔄 Partial Refunds
In some cases, we may offer a partial refund:
- •You received some service but not all (e.g., got email instructions but not screen-share support in Premium)
- •Delayed response from our team (beyond 48 hours but service was provided)
💯 Our Money-Back Guarantee
We're confident in our service. If we fail to deliver what we promise, you get your money back. Simple as that.
What we promise:
- ✓ Response within 48 hours
- ✓ Professional recovery guidance
- ✓ Platform-specific instructions
- ✓ Support until case resolution
📞 Questions About Refunds?
Contact our support team:
- Refund Inquiries: refunds@vanillarecoveryhub.com
- General Support: support@vanillarecoveryhub.com
- Hours: Monday-Saturday, 8 AM - 8 PM EAT