Returns for a digital order, and when it counts as fulfilled
Accounts arrive as files, and files don't travel back. So this page doesn't run on whether you want to return them. It runs on a single line, drawn where your archive became available to download, and on which side of that line your order sits.
Applies to every orderA downloaded archive can't be sent back the way a parcel can. Once the files are on your device, giving them back changes nothing — you still have the copy. So this policy doesn't ask whether you want to return the accounts. It asks what stage your order had reached when something went wrong.
One line settles the rest of it, and the line is sharp. It falls where the archive link appears on your order page. Before that point the order is still owed to you; from that point the order counts as fulfilled.
It doesn't matter that you haven't clicked download, or that the ZIP is still sitting unopened. The link being there, ready to use, is what carries the order across. Nothing you do or don't do afterwards carries it back.
When a situation is worth raising, and when the order has been received
Both columns describe real orders. Which one yours sits in decides how the conversation starts, not how it ends.
- An account won't run when you first use it, straight out of the archive.
- Your payment went through and no archive ever opened, because the accounts went out of stock or something broke while it was being built.
- Your payment came in short of the invoice, or after the window had closed, so a person is reading it rather than a machine.
- The account ran when you got it. It stopped somewhere down the line, while you were using it.
- You decided against the order once the link had already gone live on your order page.
- Telegram put a restriction on an account over the way it got used. That call is Telegram's to make, and it lands on an account that is already yours.
Read across, not only down: each row is the same trouble on either side of the line. Landing in the left column means the situation is worth writing about. It does not settle what you will be offered.
The three states an order can be in when you write
Before the download opens
Nothing has reached you. The order is still open and support is working with a live order rather than a closed one, which is the most room anyone has to help you.
After the download opens
The line is behind you and the order counts as received. That doesn't put support out of reach — a fault you hit on first use still belongs in the left column above. What changes is that the order is no longer owed; it's been handed over.
While a payment is under review
The order is neither confirmed nor refused. A person is deciding, and your order page carries the status while that goes on. Don't send a second payment while the first is still being read — that makes two transfers to untangle instead of one.
What happens once you raise it
You'll have noticed this page never says what you'll get. That's deliberate, and it isn't evasion. An order that never reached you and an order that stopped working long after it did are not the same order, and a promise wide enough to cover both would be a promise we'd end up breaking. So there isn't one.
What there is instead is a sequence. Support confirms the order is yours before anything moves. It reads what you've sent and weighs where the order actually stands against the rules the service is running under at the time. Out of that comes the set of resolutions genuinely open to your order, and support tells you what they are.
If what you're offered involves money coming back to you, the how and the where are worked out with support directly, not here. This page sets no amount, no route and no clock on that, and you shouldn't read one into the silence.
Your consumer rights stand
Nothing on this page takes away the rights that applicable consumer-protection law gives you. Where that law grants you more than this policy does, the law is what counts; the rest of what's written here still stands.
Where to go from here
If your order is in one of the situations above, write to support. If you're reading this before buying, the pages below cover the parts this one deliberately leaves alone.