Last updated: 2 September 2026
This Refund Policy sets out when Stellation Media LLC, trading as Fanbase Intel, issues refunds, how the amount is calculated, and how to request one. It gathers in one place the refund terms that form part of our Terms of Service, and adds the renewal and proration rules described below.
The Terms of Service remain the governing agreement. Where anything on this page differs from the Terms of Service, the Terms of Service prevail, and we would be grateful if you told us so that we can correct the discrepancy.
Company: Stellation Media LLC
Contact for all refund and billing requests: support@stellationmedia.com
01How Refunds Work Here
There are three ways a refund can arise, and they cover different moments in the billing relationship.
- Your first paid billing period is covered by the 30-Day Money-Back Guarantee. No reason is required. If you qualify, the refund is issued and is not subject to our discretion.
- A renewal charge is covered by the 48-Hour Renewal Refund. If you tell us within 48 hours of a renewal that you did not intend to continue, we refund that charge in full.
- Everything else is reviewed case by case. Where we approve a refund on a quarterly or yearly plan outside the two commitments above, the amount is calculated at our monthly rate as set out under Calculating Quarterly and Yearly Refunds.
Free trial periods are never charged and therefore never refunded.
0230-Day Money-Back Guarantee
This section takes precedence over the case-by-case refund provisions set out below. Where an eligible Customer qualifies under this section, a refund will be issued and is not subject to the Company's discretion.
Stellation Media offers a 30-day money-back guarantee on a Customer's first paid billing period, on the following terms.
Who Is Eligible
First-time paying Customers only. The guarantee may be claimed once per Customer and once per social media account. A Customer who has previously received a refund under this guarantee is not eligible again.
Time Limit
The request must be received within THIRTY (30) days of the date of the first paid charge.
What Is Covered
The first paid billing period only. On quarterly or annual plans, the refund covers the full amount paid for that first billing period. Free trial periods carry no charge and are therefore not refundable.
Your Account Must Have Been Available To Us
So that Services can actually be delivered, the Customer's social media account must have remained connected and accessible to the Account Manager for the majority of the period claimed. Periods during which the Customer disconnected the account, changed the account password without providing updated access, or otherwise prevented delivery of Services do not count toward the guarantee.
How To Claim
Contact our support team with the account name and the reason for the request. No particular reason is required to qualify, and the Customer does not need to demonstrate a fault in the Service.
Fair Use
Stellation Media reserves the right to decline a claim where it identifies fraud, abuse, or repeat claims by the same person, household, or social media account under different registrations.
0348-Hour Renewal Refund
A subscription renews automatically at the end of each billing period unless it is cancelled beforehand. We understand that a renewal can arrive at a moment when a Customer had intended to stop.
Where a Customer contacts us within FORTY-EIGHT (48) hours of a renewal charge to say that they did not intend to renew, we refund that renewal charge in full. The amount is not prorated and no reason is required.
- The 48 hours run from the date and time of the renewal charge as recorded by our payment provider.
- This applies to renewal charges on monthly, quarterly and yearly plans alike.
- It applies to renewals only. A Customer's first paid charge is covered by the 30-Day Money-Back Guarantee above, which is the more generous of the two.
- Services end when the refund is issued, since the period being refunded is the period that would otherwise have been served.
Example. A Customer on the quarterly plan renews on 4 September and is charged $194. They contact us on 6 September to say they had meant to cancel. The full $194 is refunded.
04Calculating Quarterly and Yearly Refunds
Quarterly and yearly plans are discounted against the monthly rate in exchange for the longer commitment. Where we approve a refund on one of those plans outside the 30-Day Money-Back Guarantee and the 48-Hour Renewal Refund, that discount does not apply to the period already served. The time you have used is charged at our standard monthly rate for your plan, and the balance is returned.
The calculation is: the amount paid, less the number of months begun multiplied by the monthly rate for your plan. Where that produces a figure of zero or less, no refund is due. Consistent with the billing-cycle rule in our Terms of Service, a month that has begun counts as a full month.
This section governs how much an approved refund is worth. It does not by itself create an entitlement to a refund.
Worked Example: Quarterly Plan
A Customer on the Creator Suite quarterly plan pays $194 for three months. The standard monthly rate for that plan is $97.
Refund requested and approved during the first month: $194 less one month at $97, being a refund of $97.
Refund requested and approved during the second month: $194 less two months at $97, being $0. No refund is due, and the Customer keeps the Service for the remainder of the paid period.
Worked Example: Yearly Plan
A Customer on the Creator Suite yearly plan pays $650 for twelve months. The standard monthly rate for that plan is $97.
Refund requested and approved during the fourth month: $650 less four months at $97, being a refund of $262.
Refund requested and approved during the seventh month: $650 less seven months at $97, being $0. No refund is due, and the Customer keeps the Service for the remainder of the paid period.
05The Free Trial Is Never Charged
Stellation Media offers a free trial of TWO (2) WEEKS, being fourteen (14) days, to new Customers. No payment method is required to begin the trial, and no charge is made during the trial period. The trial does not convert into a paid subscription automatically. A paid subscription begins only when the Customer actively purchases a plan.
Because no charge is made during the trial, no part of the trial period is refundable.
06Cancellation and Billing Periods
There is no contract and no minimum term. The Customer may cancel at any time, without prior notice and without giving a reason.
Cancellation stops all future renewals. It takes effect at the end of the billing period the Customer has already paid for, and the Services continue until then. To avoid being charged for the next period, the Customer should cancel at least ONE (1) day before the renewal date; a cancellation made after that date stops the renewal after the period it has already begun.
Cancelling does not by itself refund the billing period the Customer is currently in, unless the 30-Day Money-Back Guarantee or the 48-Hour Renewal Refund applies. Please note that pausing an account does not cancel the subscription or its charges.
Cancelling stops future renewals. It does not by itself refund the billing period you are currently in, unless the 30-Day Money-Back Guarantee or the 48-Hour Renewal Refund applies.
Billing Cancellation Example
The Customer is billed on the 1st of March for the provision of Services from the 1st of March to the 31st of March.
Scenario 1, the Customer cancels on the 1st of March: the Customer will still pay for Services supplied for the period of the 1st of March to the 31st of March. The Customer will not be billed on the 1st of April for the month of April.
Scenario 2, the Customer cancels on or before the 28th of February, being at least one day prior to the next billing date: the Customer will not be billed on the 1st of March. The Customer shall not receive any Services after the 28th of February.
07Case-by-Case Refunds
Except where the 30-Day Money-Back Guarantee or the 48-Hour Renewal Refund applies, refund requests are reviewed on a case by case basis. The refund policy as described does not serve as a guarantee of refund outside of those sections. Typically, only new customers may be eligible for a refund. Multiple factors are taken into consideration, of which may include (but not limited to): the amount of account management provided, amount of engagement received, date of subscription, events of force majeure, contract period binding, subscription type, past experience with the Service, account manager feedback, targeting as defined by the Customer.
Refund requests based on performance issues of account management are reviewed on a case-by-case basis. Requests may include but are not limited to slow growth or irrelevant quality of followers and/or likes. While the Company strives to render Services as best as possible through the Intermediary, the Company is under no obligation to fulfill requests of refunds beyond the 30-Day Money-Back Guarantee and the 48-Hour Renewal Refund.
Refunds due to Management Quality
Refund requests based on the quality of account management are reviewed on a case-by-case basis. Requests may include but are not limited to actions taken by their account manager that extend beyond the scope of the Agreement, such as inappropriate likes, or commenting and following. While the Company strives to render Services through the Intermediary, the Company is under no obligation to fulfill requests of refunds beyond the 30-Day Money-Back Guarantee and the 48-Hour Renewal Refund.
Refunds due to Recurring Subscription Billing Agreement
Should a refund request be submitted by the Customer due to the Customer not being aware of a recurring subscription, the Company is able to fulfill said requests at its sole discretion. Generally, it is the responsibility of the Customer to understand the nature of their Billing Agreement, which is expressly mentioned on the Pricing section of the Website, as well as during the checkout process of the Company's designated payment provider. Where the request reaches us within 48 hours of the renewal charge, the 48-Hour Renewal Refund applies instead and the charge is returned in full.
Refunds due to Unexpected Service
Should the customer request a refund on the basis that the service is not as expected, the Company is able to fulfill such refund requests at its sole discretion. As such and while the Company strives to render Services as best as possible through the Intermediary, the Company is under no obligation to fulfill refund requests in the event the Customer claims service is not as expected, except where the 30-Day Money-Back Guarantee applies.
Refunds due to Untimely Cancellation
Should the Customer cancel the Billing Agreement with the Company in an untimely fashion, the Company is able to fulfill said refund request at its sole discretion. In most instances, the Customer is offered Services for the rest of the paid month. Should an untimely cancellation occur within a reasonable timeframe as determined by the Company, the Customer may be eligible to a refund.
Refunds due to Inactivity
Should the Customer request a refund due to account inactivity as caused by technical issues and/or the non-participation of the Intermediary account manager, the Company may issue a partial refund at its sole discretion. Refunds in such instances are typically fulfilled when the issue cannot be solved within a reasonable timeframe as determined by the Company. As such, refund requests are reviewed on a case-by-case basis.
Refunds due to Double Charge
Should the Customer enter an additional billing agreement with the Company that renders the first billing agreement obsolete, the Customer may be double-charged by mistake. In such instance, the Company shall always endeavor to refund the Customer in a reasonable timeframe as determined by the Company.
08What Is Not Refundable
- Free trial periods, because no charge is made during them.
- Billing periods that have already been delivered, except as provided under the 30-Day Money-Back Guarantee, the 48-Hour Renewal Refund, or the proration rule above.
- Amounts due up to and including the date of termination, where an account is terminated for a breach of the Terms of Service.
- Periods during which the Customer disconnected the social media account, changed its password without providing updated access, or otherwise prevented delivery of Services.
09Chargebacks
Please contact our support team before opening a payment dispute or chargeback with your bank or card issuer.
Nearly every billing question is resolved faster by writing to us than by a card network dispute, which typically takes weeks to reach a decision. Where a dispute is opened, we may provide our payment provider with the account records, delivery logs, and correspondence relevant to the charge. We reserve the right to decline future service where we identify abusive or repeated disputes.
Opening a chargeback does not remove your rights under this policy. If you qualify under the 30-Day Money-Back Guarantee or the 48-Hour Renewal Refund, tell us and we will simply refund you.
10How Approved Refunds Are Paid
Approved refunds are returned to the original payment method through our payment provider. We are not able to redirect a refund to a different card or account.
Once we issue a refund, the time it takes to appear on your statement is set by your bank or card issuer and is outside our control. It is common for the credit to post on a different schedule from our confirmation email.
11How To Request a Refund
Write to support@stellationmedia.com and include the following, so that we can review the request without going back and forth.
- The email address on the account, and the Instagram username the Service was delivered to.
- The date of the charge you are asking about, and the amount.
- A short description of the reason for the request. No reason is required under the 30-Day Money-Back Guarantee or the 48-Hour Renewal Refund, but it helps us improve the Service.
We aim to acknowledge every refund request within one business day and to reach a decision within three business days. Where a request qualifies under the 30-Day Money-Back Guarantee or the 48-Hour Renewal Refund, we do not need to review it on its merits and will process it straight away.
12Changes to This Policy
We may update this Refund Policy from time to time. The version in force is the one published on this page on the date of your charge, and the last updated date above tells you when it changed. Material changes to the guarantees described here will be reflected in our Terms of Service at the same time.
13Contact Us
For refund reviews, billing corrections, and cancellation confirmations, contact support@stellationmedia.com with your account details.
Stellation Media LLC, trading as Fanbase Intel.