Refund policy

Last updated: October 27, 2026
This policy explains when and how you get a refund for an order placed with Outv. Usernames are digital items transferred to you by a specialist: nothing is shipped and nothing is returned.

Full refund if the transfer fails

If we cannot complete the transfer of the username you purchased — for any reason, including a username that turns out to be no longer available — you receive a full refund of the order to your original payment method.

Cancellation before the transfer

You can cancel your order at any time before the transfer starts and receive a full refund. Write to us with your order number. Because you can cancel freely until then, the transfer is carried out at your request as soon as possible after payment; once delivery is complete the order is fulfilled and can no longer be cancelled.

After delivery

Delivery is complete when the username is active on the account you designated or when the access details have been sent to you, whichever comes first (see our Delivery Policy). Once a username has been delivered, the sale is final and not refundable, except under the optional 30-day guarantee or where consumer law provides otherwise.

30-day guarantee (optional add-on)

If you added the 30-day guarantee to your order, for 30 days from delivery we cover anything that happens to the username: we restore it or, if that is not possible, refund the price you paid for the username. Bans, suspensions, restrictions or removals of any kind by a platform are not covered. Claims must be sent to us with your order number within the 30 days.

Add-ons

• If the transfer cannot be completed, the add-ons bought for that username are refunded with the rest of the order.
• Priority delivery: if we miss the 24-hour deadline, we refund this fee.
• Cross-platform availability: non-refundable if we can't obtain the same @ on other platforms, because the service is the search itself.

What is not a reason for a refund

• A change of mind after delivery.
• Bans, suspensions or restrictions decided by a platform after delivery, including those caused by how the username is used.
• Expectations not stated on the product page, such as followers, reach or commercial results.
• Loss of access caused by not following the security instructions we send at delivery, unless covered by the 30-day guarantee.

How to request a refund

Write to hello@outv.net with your order number. We reply in your language, usually within a few hours. Approved refunds are issued within 5 business days to the original payment method, in the same currency you paid with. Your bank may take a few more days to show it.

Chargebacks

Please contact us before opening a payment dispute: most issues are solved in a few hours, and a refund we issue reaches you faster than a dispute. Opening a chargeback for an order that was delivered is not a way to request a refund; in that case we provide the order records to Shopify Payments, the payment processor and your card issuer, as described in our Terms of Service, and the username may be recovered.