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Navigating ad:personam: Policies for Budget Adjustments, Refunds, Cancellations, and Makegoods

In this article, we will explore the different scenarios in which users may be eligible for adjustments or refunds, as well as the procedures for cancellation and makegoods. Understanding these policies is essential for managing your effectively and ensuring a positive experience with ad:personam.

Campaign Adjustments:

With Stripe integration, ad:personam utilizes customer credit balances to issue credit and debit adjustments. Here are some common use cases for adjustments with customer credit balances:

  • Campaign Underdelivery: If your campaign fails to deliver the expected by the end date, ad:personam will issue a credit balance equal to the amount of the underdelivery within 24 hours after the campaign end date.
  • Downweight Campaign: When you reduce your campaign's budget, a credit balance is immediately created upon successful campaign update. Further adjustments may be made to the if the new campaign budget is lower than the campaign spend to date.
  • Campaign Paused: If your paused campaign is not resumed before the end date, ad:personam will issue a credit balance equal to the amount of the underdelivery within 24 hours after the campaign end date.


In certain cases, if your campaign fails to start due to reasons such as creatives failing auditing or campaign setup issues, you may be eligible for a refund. Here are some important points to note regarding refunds:

  1. Refund Process: The refund will be processed as a credit approximately 5-10 business days after the refund request, depending upon the bank.
  2. Refund Limitations: Refunds cannot be canceled once issued, and disputes and chargebacks are not possible on fully refunded credit card charges.
  3. Refund Destination: Refunds can only be sent back to the original payment method used for the charge.


If you wish to cancel your , you can do so at any time by clicking “Cancel Plan” in your Customer Portal. Here are the key details regarding cancellations:

  • Automatic Deactivation: Your subscription will be automatically deactivated at the end of the billing period after clicking “Cancel Plan.”


Makegoods are arrangements made between ad:personam and the user in the case of under-delivery or omissions in the campaign. Here's what you need to know:

  • Under-delivery Notification: ad:personam will notify you as soon as possible if under-delivery is likely, and arrangements for makegoods will be made accordingly.
  • Makegood Procedure: If actual booked impressions fall below guaranteed levels, a makegood flight will be arranged based on mutually agreed conditions. Alternatively, a credit or refund may be provided based on the under-delivered portion of the Insertion Order, subject to certain conditions and prior written consent.

Inactive Subscription Policy:

Users who have not utilized the ad:personam app within the subscription period may be eligible to request a refund. The refund request must be made within 90 days of the subscription period, and ad:personam reserves the right to refund only the amount corresponding to the period of inactivity, up to a maximum of three months.

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