When a payment can be reversed.

Before payment

You may leave an unpaid Checkout without purchasing. Pixels are not reserved while Checkout is open. If you are unsure whether a payment succeeded, contact support before attempting payment again.

Normal replacement

Correctly delivered Placements have no guaranteed display period, traffic result or Explore rank. Replacement or disappointment with traffic does not normally qualify for a discretionary refund. Mandatory legal rights remain unaffected.

Payment and delivery problems

• A verified duplicate successful payment is eligible for a full refund of the duplicate charge.
• If a Paid Refresh becomes ineligible before fulfilment, it is not activated and is eligible for a full refund.
• If a confirmed Placement cannot deliver its Creative, we first attempt repair or one compliant replacement. If delivery cannot be restored, the affected purchase is eligible for a full refund.
• Incorrect charges or a service not delivered as described will be investigated and remedied as required by applicable law.

Routine partial refunds are not currently automated, but that technical limitation does not reduce mandatory remedies.

Content violations and disputes

Ordinary non-compliance may receive one opportunity for an Admin-assisted compliant Creative or destination correction. Severe fraud, phishing, malware, illegal content or deliberate evasion may be disabled without a correction opportunity and normally does not qualify for a discretionary refund.

A payment dispute may temporarily restrict related content and new purchases while investigated. Contacting support is not a condition for using lawful cardholder or regulator remedies.

Requesting help

Email support@latticespot.com with your private order reference, the affected public Placement link and a short explanation. Do not send full card details, CVC, passwords, recovery codes or identity documents by ordinary email.

Support is handled Monday–Friday, 10:00–16:00 Malaysia Time, excluding public holidays. Bank processing times begin only after a refund is confirmed and depend on the payment provider and issuing bank.

Effect of a full reversal

A full Pixel-purchase refund releases only pixels still held from that transaction and hides its related Creative. Pixels already replaced by later purchases are unaffected and previous owners are not automatically restored. A reversed Paid Refresh loses its ordering effect. Factual records may remain subject to the Privacy Notice.