Refund Policy
Last updated: August 1, 2026This policy describes when and how you can get a refund for Vertix's paid features. The rules differ depending on the payment method — Telegram Stars or a bank card via YooKassa.
Telegram Stars Payments
Refunds of Stars are governed by Telegram's rules for digital goods and services. If a paid feature was not delivered (for example, the charge went through but processing never started), contact us via /paysupport in the bot or at support@vertix-bot.ru — we will refund the Stars through Telegram. If the paid feature was already fully delivered (credits already spent on processing a video, the clip already produced), a Stars refund is generally not possible.
Card Payments via YooKassa
Under Article 32 of the Russian Law on Protection of Consumer Rights, you may cancel a paid service at any time, provided you reimburse the Provider for expenses actually incurred in performing the contract up to that point. Because of this, once a paid service has been fully rendered (credits added and available, video processed), the already-rendered part cannot be cancelled or refunded — the expenses actually incurred for that part already equal its full cost. If the service was not rendered at all (the payment went through but the feature failed to work due to an issue on our side), we refund the full amount. If a credit pack still has unused credits, we review the refund request for the unused balance individually: the exact amount is determined case by case, not by an automatic per-order calculation.
How to Request a Refund
Write to support@vertix-bot.ru or via /paysupport in the bot, attach the order or payment ID from your YooKassa receipt or Telegram payment notification, and state the reason for the request. We review the request and, if a refund applies under the terms above, process it back to the same payment method used, within up to 10 business days.
When a Refund Does Not Apply
No refund is given for the already-rendered part of the service (a processed and uploaded video, credits already spent), or if access to the service was restricted because you violated the Terms of Service or third-party rights.
Contact
For refund questions: support@vertix-bot.ru