Refund Policy

In some circumstances, we may offer a refund to your account. Our decisions about refunds are made on a case-by-case basis and depend on the facts and circumstances of the particular issue. All refunds are made at our sole discretion and without admission of liability. You'll typically be notified about refunds in Your Email, but your SayHie Account Representative may also contact you directly about refunds. If you don't hear from us, we're not giving a refund.

It usually takes at least 7 Working days to get a refund. If you've paid by credit card, you may expect a refund in a shorter period. We issue credits to the payment method on the account where possible. Where this isn't possible, we may issue refunds in the form of ad credits in your SayHie Wallet. If you use Monthly Invoicing to pay for your ads, you can expect to be issued with credit memos which can be applied against open invoices and used towards future spend and subscription.

Ad performance: We are unable to guarantee in every instance that your ad will reach its intended target or achieve the outcome you select. We don't give refunds for poor ad performance or return on investment.

Ads services availability: Our Ads Status page provides advertisers with information about disruptions to our ads services and issues impacting Ads Manager. We don't automatically give refunds when ad services are unavailable or disrupted. We may consider issuing a refund on a case-by-case basis where we determine that ad delivery has been significantly impacted, at a substantial rate and over a significant period, by an unplanned interruption to our ad services caused by a system bug. A system bug is a technical issue on our platform.

The following information about system bug issues isn't intended to be comprehensive:

Disruptions to insights or reporting: We don't typically give refunds for issues with insights or reporting, such as inaccurate or missing data caused by system bugs.

Blocked spend and under delivery: We don't give refunds for the inability to create new ads, view results, optimize delivery or where there has been under-delivery of existing ads due to a system bug. We don't refund for blocked creation of ads.

Over delivery and overspend: We may consider issuing a refund where a system bug results in overspend due to the wrong bid being used or the budget set in Ads Manager being exceeded.

Interface outages and failed API calls: We won't consider refunds for the inability to create ads, view results or optimize delivery based on results. We won't refund where system bugs, affecting interfaces, display in an obvious way that advertisers can see and correct for.

Ad rendering issues: Ad rendering issues caused by system bugs may include problems with image display and video functionality. We don't refund where the ad delivers consistently as shown in the ad preview. We don't issue refunds when the problem is isolated to the ad preview and doesn't significantly impact ad delivery.