The binding rules are set out in the Terms and Conditions; this page only summarises them in plain language, so if there is any discrepancy, the Terms and Conditions prevail.

Nothing on this page limits the rights that the law gives consumers. The seller is Aggressive Marketing Ltd, 60 White Horse Lane, Boston, PE21 8SZ, United Kingdom; when we say “we”, we mean the Seller. Details: clauses 1.2 and 11.0 of the Terms and Conditions.

What can you do if something is wrong?

You have three separate routes and you choose which one to use:

  • a support ticket, if the number of followers, likes or views has dropped after delivery (Basic Guarantee or Premium Guarantee),
  • a complaint, if we did not carry out the order or carried it out in a way that does not match the order,
  • the rights that the law gives consumers; the Terms and Conditions do not limit them.

A support ticket and a complaint have separate deadlines and rules. Details: clause 11.0 of the Terms and Conditions.

How do you make a complaint?

You make a complaint electronically, in one of two ways:

  • through the ticket form in your customer account, in the tab for order-related tickets,
  • by email to [email protected].

Details: clauses 11.2 and 11.2a of the Terms and Conditions.

In your complaint, give:

  • your first name and surname or company name,
  • the order number,
  • the date on which you placed the order,
  • a precise description of the problem,
  • an email address for contact.

Without this information we may not be able to deal with your complaint. Details: clauses 11.4 and 11.5 of the Terms and Conditions.

Report the problem as soon as possible after you notice it, because technical data from providers are only available for a certain time. This is a recommendation: if you are a consumer, reporting it later does not take away your statutory rights. Details: clause 11.3 of the Terms and Conditions.

A message sent through another channel (e.g. on social media, in a chat or by SMS) is not a complaint. You can make it again at any time in one of the two ways listed above. Details: clause 12.4.6 of the Terms and Conditions.

How long will you wait for a reply?

We deal with complaints within 14 days of receiving them. We send the reply by email to the address given in the complaint. Details: clause 11.6 of the Terms and Conditions.

If something is missing from your complaint, we will ask you to add it within 3 working days. If we do not receive it, we will deal with the complaint on the basis of what we have and, if that is not possible, we will close it as incomplete. You can then make the complaint again with full information. Details: clause 11.7 of the Terms and Conditions.

Do you disagree with the decision? You can appeal within 7 days of receiving the reply, in writing or by email to the Seller’s address given in the Terms and Conditions. If you do not appeal, as a consumer you can still pursue your claims in other ways, including before a court. Details: clause 11.8 of the Terms and Conditions.

Support tickets under the guarantees have their own deadlines, described below in “What if the result drops?”. Details: clauses 7.5.6 and 7.5.7 of the Terms and Conditions.

What does a complaint cover and what does it not?

A complaint covers what we are responsible for as an intermediary, in particular situations where:

  • we did not pass on the order for delivery even though the payment had been received,
  • we passed on the order in a way that does not match its content.

Details: clause 11.1 of the Terms and Conditions.

A complaint does not cover, in particular, situations where:

  • you removed the result yourself or prevented delivery, e.g. you deleted the post, changed the link or set the profile to private (clause 12.4.1),
  • the order contained incorrect data, e.g. the wrong link or a profile without public access (clause 12.4.2),
  • the drop in numbers concerns a service without a refill guarantee or occurred after the guarantee period (clauses 12.4.3 and 12.4.4),
  • it concerns a marketing or sales result, e.g. no increase in reach, activity or sales, which we do not guarantee (clause 12.4.5),
  • the service was carried out correctly, but in batches by different providers, so the accounts differ in appearance or character (clause 12.4.7),
  • the results were removed or restricted by the social media platform, whose actions we have no influence over (clauses 6.7a and 11.1),
  • the objection concerns only the pace of growth, and we passed on the order for delivery on time, that is within approximately 7 days of the payment being received (clauses 6.3 and 6.15).

These exclusions do not take away the rights that the law gives consumers. Details: clauses 11.0 and 12.5 of the Terms and Conditions.

What will we do if your complaint is justified?

First we bring the service into line with the order: we top up the missing number or have the order carried out by another provider. You are entitled to a refund if this cannot be done. Details: clauses 4.4 and 11.1 of the Terms and Conditions.

How we pay refunds is described in “When and how will I get my money back?”. Details: clause 9.12 of the Terms and Conditions.

What if the result drops?

After delivery, the number of followers, likes or views may fluctuate, including dropping, because social media platforms remove activity they regard as unnatural. We have no influence over this, and in itself it is not a defect in the service. Details: clauses 6.7a and 7.4a of the Terms and Conditions.

What you can do depends on the variant and options you chose:

  • Basic Guarantee (free, covers every order without the Premium Guarantee): for 30 days from the completion of delivery you can open a support ticket. It does not include a top-up of the missing number (clause 7.5.7).
  • Premium Guarantee (a paid add-on option): the period for opening a ticket is extended to 60 days from the completion of delivery, we handle your ticket as a priority, and if the number drops during this period, we top it up once, free of charge, to the level ordered (clause 7.5.6).

A top-up is available only if you ordered the “Premium” variant and added the Premium Guarantee option. The “Low” variant is not covered by a refill guarantee or a guarantee of the durability of the result. Details: clauses 12.1 and 12.3 of the Terms and Conditions.

The top-up is one-off: it covers a drop during the guarantee period, but not further drops after it has been carried out. A ticket opened during the guarantee period is dealt with to the end, even if that period expires in the meantime. Details: clause 7.5.6 of the Terms and Conditions.

The top-up is first carried out by the provider assigned to the order. If that provider does not do it, we may carry out the top-up ourselves, at our own expense. Details: clause 12.2 of the Terms and Conditions.

The guarantees are voluntary and additional to what the law requires. They do not take away a consumer’s statutory rights, even where a guarantee cannot be used. Details: clause 12.5 of the Terms and Conditions.

Can I cancel the contract?

Yes, if you are a consumer. You have 14 days from the day the contract was concluded to cancel it without giving any reason. Details: clause 15.1 of the Terms and Conditions.

We start performing the service as soon as the payment is received, that is before those 14 days have passed. That is why, before placing your order, by ticking the box accepting the Terms and Conditions at checkout, you request that we start immediately and confirm that you understand the consequences (the wording of this box is given in clause 15.4a of the Terms and Conditions). We email you the order confirmation with the wording of this statement before the service begins. The statement reads:

“I request that performance of the service begin before the end of the 14-day cancellation period. I acknowledge that I will lose my right to cancel the contract once the service has been fully performed, and that if I cancel the contract earlier, I will pay for the part of the service provided up to the time of cancellation.”

Details: clauses 15.2, 15.3, 15.4 and 15.4a of the Terms and Conditions.

What this means:

  • The right to cancel is lost only once the service has been fully performed, that is when we have delivered the entire number ordered together with the add-on options selected. Later drops do not change this (clauses 15.2(a) and 15.5).
  • If you cancel earlier, during delivery, we will refund the money less the part of the service performed up to the time you informed us (clauses 15.2(b) and 15.6).
  • If we did not obtain this request and acknowledgement from you, or did not inform you of the right to cancel and its consequences, and you cancel within the cancellation period, you do not pay for the part of the service performed before cancellation (clause 15.2(c)).

Cancellation does not reverse a result already delivered, because the actions of accounts on the platform cannot be removed technically; in that case we settle the contract financially. Nor can we suspend or cancel an order that has already been passed on to a provider, but this does not limit your right to cancel. Details: clauses 6.6 and 15.5 of the Terms and Conditions.

Once the service has been fully performed, where you made the request and acknowledgement at checkout, the service is not subject to cancellation or refund on the basis of cancellation of the contract. Details: clause 15.6a of the Terms and Conditions.

How much will we refund if you cancel during delivery?

  • The order has not yet reached a provider: we refund the entire price paid.
  • Delivery is in progress: we refund the price paid less an amount proportionate to the part of the service performed up to the time you informed us, in comparison with the whole order. We calculate the part performed by the number of units delivered up to the time your notice reached the ticket system or our email address. Orders are delivered automatically and quickly, so the service will often be performed in full or for the most part by then.
  • Periodic options (e.g. Premium Guarantee): we calculate the part performed in proportion to the time that has passed until cancellation. If we carried out a top-up before cancellation, the option has been performed in full.
  • If the price is excessive, we calculate the amount for the part performed from the market value of that part.

Details: clause 15.6 of the Terms and Conditions.

How do you cancel the contract?

Send us a clear statement that you are cancelling the contract:

If a contract cancellation function is available in your customer account, you can also use it. Details: clause 15.7 of the Terms and Conditions.

You can use the model cancellation form provided for by law, but you do not have to. It helps us if you give: your contact details, the date and number of the order, the name of the service, the price and method of payment, and the statement of cancellation itself. Details: clause 15.7 of the Terms and Conditions.

When and how will I get my money back?

After you cancel the contract, we refund the money without undue delay and in any event within 14 days of receiving your notice. Details: clause 15.6a of the Terms and Conditions.

Whatever the reason for the refund (an upheld complaint, cancellation of the contract, an order not yet passed on for delivery or cancelled by us), we send it using the same payment method you used, to the same account, the same card or the same cryptocurrency wallet address from which the payment came. Another method of refund is possible only if you expressly agree to it and it does not cost you anything. We do not charge any fee for refunds. Details: clause 9.12 of the Terms and Conditions.

If a refund by this route is technically impossible (e.g. the account has been closed), we will contact you to obtain an account or cryptocurrency wallet linked to the original payment and refund the money without delay once you have provided it. Details: clause 9.12.1 of the Terms and Conditions.

Did you pay by cryptocurrency? You will receive the refund in the same cryptocurrency, in an amount corresponding to the refunded part of the price in the currency of the order, converted at the exchange rate on the day of the refund. Details: clause 9.12.2 of the Terms and Conditions.

If we cancel an order because the service is unavailable, we refund the full amount. If we wanted to replace the service in a paid order with another one, we would need your consent; without it, we cancel the order with a full refund. Details: clauses 7.8(d) and 7.8a of the Terms and Conditions.

We pass on your order for delivery automatically, in the form in which you placed it. We do not check whether the link, profile name or privacy settings are correct, so you are responsible for these details being correct. Details: clauses 6.5 and 6.5a of the Terms and Conditions.

If we notice an error in the details before we pass on the order to a provider, we may suspend delivery and ask you to correct it. Details: clause 9.7 of the Terms and Conditions.

If you give incorrect details or change them during delivery (e.g. you change your username, delete the post, set the profile to private), the consequences are borne by you and are not grounds for a complaint or a refund. A service carried out according to the details in the order is deemed to have been performed in accordance with the order. Details: clauses 6.5a, 6.5b and 6.12 of the Terms and Conditions.

These rules do not take away a consumer’s statutory rights, including the right to cancel the contract. Details: clauses 6.5a and 6.12 of the Terms and Conditions.

Before you raise a chargeback

The services cannot be reversed, so before you raise a chargeback or payment dispute with your bank or payment operator, write to us through the complaints procedure and let us deal with the matter. Details: clause 11.9(a) of the Terms and Conditions.

If your claim is justified, you can use the complaint procedures of your bank or payment operator; the Terms and Conditions do not limit this. In the case of an unfounded chargeback, we will present the operator with evidence that the service was performed and may claim the equivalent of the service and the costs actually charged to us by the operator. Details: clause 11.9(b), (c) and (d) of the Terms and Conditions.

Are you buying as a business?

The right to cancel is available to consumers, that is natural persons who buy for purposes not directly connected with their trade, business or profession. Any Customer can make a complaint, and anyone who meets the conditions of the guarantees can use them. Details: clauses 1.5a, 11.1, 12.1 and 15.1 of the Terms and Conditions.

Do these rules apply to individual orders?

Yes. The same cancellation rules apply to individual orders and image campaigns. In that case you make the request to start and the acknowledgement in an email to the consultant or when paying through the payment link, before delivery begins. Details: clause 14.16 of the Terms and Conditions.

What if we cannot reach an agreement?

Contracts are governed by the law of England and Wales, but you keep the protection of the laws of the country where you live, if it cannot be excluded by contract. Details: clause 16.9 of the Terms and Conditions.

As a consumer from the European Union or the United Kingdom, you can sue the Seller before the court for the place where you live. You can also use the out-of-court dispute resolution methods available in your country of residence, e.g. the assistance of a national consumer organisation or a European Consumer Centre. Details: clauses 16.10 and 16.11 of the Terms and Conditions.

Contact

Aggressive Marketing Ltd, 60 White Horse Lane, Boston, PE21 8SZ, United Kingdom.

Email: [email protected].

Complaints and cancellation of the contract: the ticket form in your customer account or email.

Details: clauses 1.2, 11.2 and 15.7 of the Terms and Conditions.

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