Refunds and closing

Your advertiser balance is a prepayment for advertising on UluMob. Money you deposit is there to be spent on campaigns, and it stays on your account until campaigns spend it.

Refunds of unused balance

Unused balance is refundable on written request when you close the account. This is the same wording printed on every deposit receipt.

In practice that means:

• A refund is handled when you close the account.
• Only unused balance is refunded. Amounts already spent on impressions, clicks or conversions that were delivered are not.
• The request must be in writing. Send it from the email address on your account to [email protected].

The full conditions, including how refunds are paid and any amounts that are excluded, are set out in the terms of service. If anything on this page differs from the terms, the terms apply.

How a refund is booked

When we refund a deposit, in full or in part, the refund appears in your transaction list as a Refund with a negative amount, and your balance goes down by the same amount at once. A refund is never more than what is left of that deposit, and it can only be booked against a completed deposit.

• The money goes back by the same route it came in where that is possible. For card payments we can ask Stripe to return it to the card. For bank transfers, cryptocurrency and PayPal we send it back by hand and tell you by email.
• A refund can be larger than your current balance only if the UluMob team confirms it, for example when the balance was spent on delivered traffic. Such a refund can take the balance below zero only down to your credit line.
• If the deposit earned a referral reward for the account that referred you, that reward is taken back in proportion to the refund.

Before you ask to close the account

Stop all spend first, so the balance you see is the balance that will be refunded.

1. Open /app/advertiser/campaigns.
2. Pause every active campaign, or delete the ones you no longer need. Deleted campaigns stop serving straight away.
3. Wait a few minutes, then open /app/advertiser/billing and note your balance.
4. Download any receipts you need for your records. See Deposits and receipts.
5. Export the reports you want to keep with Download CSV on /app/advertiser/reports.

Keep copies of anything your accounting needs before the account is closed.

What to include in the request

Write a short message to [email protected] that states:

• That you want to close the advertiser account and receive the unused balance.
• Your account email and account number. The account number is printed on every receipt.
• The balance you see on the billing page.

The UluMob team replies by email to confirm the amount and the next steps.

A deposit you do not recognise

Each deposit on the billing page shows the payment provider's reference. If one does not match your records, write to [email protected] with that reference.

Publisher earnings are separate

If your account also has publisher earnings, those are not part of the advertiser balance. Request them through Payouts before you ask for the account to be closed.