Tescout Refund and Payment Issue Policy
Last updated: November 2, 2026
Contact: support@tescout.com
1. Covered purchases
This policy covers a one-time purchase of 30 days of Tescout Pro. The standard payment methods are 2,500 Telegram Stars inside the Telegram bot or 19 TON on the independent tescout.com website, where available and permitted. There is no automatic renewal.
2. Payment completed, but access is missing
First, sign in again using the same Telegram account and check your Pro status. If access is missing, email support@tescout.com. We will verify the payment and work to restore your purchased access. If we cannot provide a paid service, a refund request will be assessed in accordance with applicable mandatory law.
3. Voluntary 14-day refund if Pro was not used
You may request a full refund within 14 calendar days from confirmed payment provided that no Pro-only functionality was actually used during that period. This is a voluntary Tescout policy in addition to any mandatory rights under applicable law.
Use of Pro means a user's actual request for a Pro-only feature or receipt of the result of such a requested feature (for example, accessing paid analytics or receiving a Pro alert set up by the user). The following do not count as use: mere subscription activation, signing in, visiting free pages, opening a profile page, checking Pro status, or internal background operations not caused by a user's consumption of paid features.
If Pro has been used, a full voluntary refund solely because you changed your mind is not guaranteed; requests are reviewed on their individual merits. Nothing in this policy limits mandatory cancellation or refund rights, including rights relating to non-delivery or material defects. Any additional mandatory rights applicable to you (including relevant EU consumer rights) take precedence over this voluntary eligibility rule.
4. Payment errors and failure to provide the service
Regardless of Pro use or how many days have passed, please contact us if:
- your payment was confirmed but Pro access was not provided, or a material defect remains unresolved;
- the same purchase was charged twice in error;
- a billing or payment-processing error is confirmed;
- paid functionality materially differs from the checkout description; or
- mandatory applicable law entitles you to a refund or other remedy.
Depending on the circumstances, we will offer a fix, restore purchased access, or provide a refund. Paid access does not waive your mandatory legal rights.
5. Telegram Stars refunds
Stars purchases made in our bot are reviewed against Telegram's payment records. If a refund is approved, Stars are returned through Telegram's supported mechanism, including refundStarPayment where available. We use your Telegram user ID and the recorded telegram_payment_charge_id to identify the payment. A Stars refund is not automatically converted into TON, cash, or a payment-card refund.
For Stars payment support, use `/paysupport` in the bot or email us. Tescout, not Telegram's general support team, is responsible for resolving purchases made from our bot.
6. TON refunds
Confirmed blockchain transfers are generally irreversible. That does not eliminate a valid refund claim against Tescout.
If a refund is approved, support verifies the order and a safe receiving address on the TON network. As a general approach, refunds are assessed in TON relative to the original purchase; the final amount and any network costs depend on the reason for the refund and your mandatory rights. We never request a seed phrase, private key, or “verification deposit.”
Sending the wrong amount or using a different network may make identification and recovery difficult.
7. How to request support or a refund
Email support@tescout.com, with subject “Tescout Pro refund”, and include:
- The Telegram username or user ID linked to the Pro purchase.
- Payment date, amount, and method (Stars or TON).
- Order ID and, for TON, transaction hash if available.
- A short explanation and whether you want access restored or a refund.
Do not provide passwords, login codes, seed phrases, private keys, or full payment-card details. We may verify control of the account or the relevant transaction before resolving the request.
8. Processing time
We review requests within a reasonable period, taking account of verification complexity and any mandatory legal time limits. Telegram or the TON network may affect final processing time. We communicate the outcome through the support channel used.
9. Cancellation and expiry
Pro is a one-time 30-day purchase, so there is no recurring subscription to cancel. Paid features end on expiry unless another period is purchased. Voluntary non-use or account deletion alone does not determine refund eligibility; the circumstances and applicable law govern.