1. Before an order is delivered
You may request cancellation while an order is still pending and before fulfillment or provider processing has begun. Cancellation is not guaranteed after inventory has been reserved, credentials or a digital item have been revealed, a service has been activated, or an external provider has accepted the order.
2. Non-working or incorrect delivery
If a delivered item is inaccessible, materially different from its listing, or non-working at the time of delivery, report it promptly through the order area or a support ticket. Include the order number, the problem, the time tested, and non-sensitive evidence. Do not expose passwords, private keys, recovery keys, or two-factor codes.
BaseTools may verify the report, review delivery and access records, request additional information, and allow a seller or provider to test, replace, or correct the delivery. Approved cases may receive a replacement, service correction, account-balance credit, or refund, depending on the payment method and circumstances.
3. Service-specific handling
- Marketplace items: report a non-working item promptly. Review considers the listing, delivery time, seller response, and available technical evidence.
- RDP, proxy, and server services: report inaccessible service or a material configuration mismatch. Normal IP reputation changes, customer-side configuration, or prohibited use may not qualify.
- SMS and communications services: provider-cancelled or undelivered orders may qualify for automatic or manual review. A one-time SMS order that remains unfulfilled may be refundable from its order page after the displayed waiting period.
- Social and external-provider services: cancelled or undelivered quantities may qualify for credit after provider status is confirmed.
4. Cases normally not refundable
A refund is normally unavailable for a correctly delivered digital item that has been revealed or used; customer error, including choosing the wrong product or network; loss caused by sharing credentials or failing to secure an account; dissatisfaction unrelated to the listing; prohibited use; or an event occurring after a working delivery that is outside the promised service period.
5. Cryptocurrency and processor fees
Blockchain transfers cannot usually be reversed. Wallet fees, blockchain network fees, conversion costs, and payment-processor charges that have already been incurred may be non-refundable. Never send funds using a different asset or network from the payment instructions.
6. Refund method and timing
When approved, the available remedy may be a replacement, restored service, BaseTools balance credit, or return through the original payment route where technically and legally possible. Processing time depends on the payment method, blockchain, provider, and any verification required. BaseTools will not request an additional payment solely to release an approved refund.
7. Requesting review
Open a private support ticket from your account or email [email protected]. Include your username, order or payment ID, purchase date, service, and a clear explanation. Requests are assessed under the terms in effect when the order was placed and any mandatory rights under applicable law.