Our Resolution Approach

Our primary goal is to ensure a functioning service. When technical issues arise, our support team resolves them by providing **MambaPanel credits** to cover the affected search, often with additional bonus credits to compensate for the inconvenience.

We prioritize instant credits over traditional payment refunds because it allows for immediate resolution, enabling you to continue using the service without delay. While direct payment refunds are possible in specific cases like billing errors, our standard procedure is credit-based compensation.

Refund Eligibility

Refunds are strictly limited to verifiable technical failures on our end. User satisfaction with search results is not a basis for a refund.

Eligible for Credit Refund

  • System Failures: Verifiable server errors, timeouts, or technical malfunctions that prevent a search from completing.
  • Service Disruptions: Unexpected downtime or confirmed maintenance issues that directly impact your search.
  • Billing Errors: Confirmed double charges or other payment processing errors originating from our system.

Not Eligible for Refund

  • Unsatisfactory Results: Not finding a match, or finding results you did not expect, is not grounds for a refund.
  • Poor Image Quality: Searches performed with low-resolution, blurry, or otherwise poor-quality photos.
  • User Error: Accidentally closing the browser, navigating away, or deciding to cancel a search mid-process.
  • Account Violations: Accounts terminated for violating our Usage Policy are not eligible for refunds.

How to Request a Refund

If you have experienced a verifiable technical issue that you believe qualifies for a refund, please follow these steps:

  1. Contact Support

    Open a support ticket via our Help Center or email [email protected]. You must contact us within 72 hours of the incident.

  2. Provide Details

    Include your username, the Search ID (if available), any error messages, and the approximate time the issue occurred. Specificity is critical.

  3. Issue Verification

    Our technical team will investigate the issue by reviewing server logs and system data to verify the failure. This process can take up to 3-5 business days.

  4. Resolution

    If a system failure is confirmed, we will apply the appropriate credits to your MambaPanel account and notify you via email.