Policies FAQ
Quick answers to the questions this section gets asked most. Each answer links to the page with the full detail.
Legal policies
Where are the actual legal documents?
| Document | Where | Length |
|---|---|---|
| Terms and Conditions | onflowads.com/terms | 33 sections |
| Privacy Policy | onflowads.com/privacy | 29 sections |
| Refunds and Cancellations | onflowads.com/refunds | 38 sections |
The pages in this guide are plain-language summaries; the legal pages control if they ever differ. Full summaries: Terms, Privacy, Refunds.
A term I was told about is not in the numbered sections. Where is it?
All three documents end with a live section — Additional Terms (§26 of the Terms), Additional Privacy Terms (§27) and Additional Refund Terms (§35) — filled from the platform at the moment you load the page, each entry stamped with the date it was added. They bind exactly as the numbered sections do. If the section is missing when you look, the page has fallen back to the drafted document rather than shown you an error; reload later.
Does Onflow Ads sell my data?
No. Personal information is never sold. See the Privacy Policy summary for exactly who sees what.
Can Onflow Ads post to my channel whenever it wants?
No. The platform only posts the campaigns and slots you set up, and it never messages your audience privately. Disconnecting a channel revokes access at any time.
How old do I have to be to use Onflow Ads?
At least 18, or the age of majority where you live.
How do I close my account?
Disconnect your channels and contact [email protected] from the account's email address. Withdraw any balance you want to keep first — see Terms and Conditions.
Cookies and tracking
Where do I turn advertising cookies off?
Cookie preferences in the Legal column of the footer, on any page. It opens the two-category dialog. Full walkthrough: Cookie preferences.
I never saw a cookie banner. Is that a bug?
No. It appears on a first visit only when the deploy actually has a tracking or advertising tag configured — asking permission for nothing would be theatre. The footer entry opens the dialog regardless.
I pressed "Reject all". Why does the site still measure me?
Because the two categories are not what most banners imply. Marketing — every advertising pixel — is what Reject all switches off, completely. Analytics sits in the always-on Essential category and loads with the page. Privacy §18.3 states that rather than hiding it, and §18.5 names the control that does stop it: your browser's tracking protection or a content blocker. See Cookies and tracking.
The page reloaded right after I saved my cookie choice.
Expected. A tag whose script is already on the page cannot be unloaded, so turning Marketing off after it had already loaded reloads the page a moment later — the only honest way to make "off" mean off within the same visit. If marketing was never on, nothing reloads.
Does my cookie choice follow my account?
No. It is stored in the browser you made it in. A new browser, a new device or clearing site data means answering again.
Refunds
I topped up my wallet by mistake. Can I get the money back?
Only within 12 hours of the top-up being credited, only if none of it has been spent, and only as a manually reviewed request — not a guarantee. An approved refund is paid to your external destination net of an 18% platform fee plus gateway fees. Request it from the Refunds tab of your wallet. Full detail: Refund Policy.
A Boost order only partly delivered. What happens?
The unfulfilled portion is refunded to your wallet automatically — no request needed.
Can I cancel a paid placement?
Before the owner accepts it: yes, for a full wallet refund with no fee. After they accept but before it is posted: yes — you or the owner — for a full refund, no fee and no reliability effect. Once it is live: no. See Refund Policy.
I was charged but my wallet wasn't credited.
Payments reconcile automatically once the provider confirms them. If nothing appears within a few hours, contact support with the date, amount and reference — a genuinely failed charge is refunded in full.
Is a refund the same as a withdrawal?
No. A withdrawal moves your own balance out of the platform. A refund unwinds a specific payment or purchase. See Refund Policy.
My penalty was reversed. Do I get the extra commission back?
No. Restoring the score is the whole of the remedy — along with your veteran streak, which a forgiven mark does not interrupt. The difference between the standard rate and the veteran rate on marketplace fees already charged while the mark stood, and allowances already throttled in the meantime, are not refunded or reinstated. Refunds §24 says so outright.
Reliability score
What score do I start with?
8.0 — neutral-high, the same for everyone. See Your reliability score.
Is there a separate score for what the Telegram bot sees?
No. One score per account. When the bot's check finds a placement was removed early, the penalty lands on the same score and the same ledger as everything else, and you appeal it the same way. There is no second record to dodge into.
Can I buy a higher score?
No. Plans change your limits, fees and tools — never your score.
Will my score drop if Telegram goes down and my ad can't post?
No. System and platform failures never cost you reliability — the buyer is refunded or rescheduled instead. Only failures that are genuinely your fault (removing the bot, revoking its rights, deleting the post early) are penalized, and unclear cases go to a human with no penalty. The one exception is the accept-window penalty, applied from the clock alone; appeal that one if an outage caused it.
Does deleting a post after the paid window count against me?
No. Once the purchased window has fully elapsed, the deal is complete — deleting the post afterwards is fine. Deleting it during the window is the −1.50 "post removed early" penalty.
Why did I lose 0.40 points for posting in my own channel?
Because it had a live ad in the window it was sold. A format that reads "1 hour at the top" promises the advertiser that the ad is the newest post in the channel for that hour, and publishing anything else inside the window breaks that promise. It is −0.40, it lands on the channel owner only, and it moves no money at all — your payout still depends only on leaving the ad up for its full run. Album pieces of the ad itself, service messages and edits are never counted. Appeal it from your ledger within 30 days if you think it is wrong. See Fraud and bot protection.
Is that the same as the −1.50 for a post removed early?
No — they are different failures with different prices, and one placement can carry both. −1.50 is the ad no longer being there during the duration you paid for, and it holds the owner's payout in escrow. −0.40 is the ad still being there but not being first. See Your reliability score.
My views were lower than expected. Is that a penalty?
No. Reliability penalizes non-delivery of the placement, never market view variance — no owner fully controls views. Underdelivery remedies, where offered, are financial.
How do I get back above 8.0?
Only by completing real deals — for example +0.20 per clean delivery as an owner and +0.10 as an advertiser, with smaller credits for other clean runs. Automatic clean-streak healing stops at 8.0; everything above neutral is earned.
Can a human move my score without any dispute being filed?
Yes, and the Terms publish it rather than leaving you to find it. A Master Admin can make a discretionary adjustment for clear abuse nobody complained about — capped at ±2.00 points, with a mandatory written reason on the entry you can read, a notification to you, and the same right of appeal (Terms §15.1).
Appeals and disputes
How do I contest a penalty?
Open your reliability page, scroll to Your ledger, and press Appeal on the entry. A modal opens with a 500-character box; type your reason and press Submit appeal. A human reviews every appeal; if it is overturned, the exact points come back. Full steps: Appeals and fraud concerns.
Is there a deadline for appealing?
Yes — 30 days from the day the penalty was applied (Terms §15.4, Refunds §24). Your ledger also holds only your 50 most recent events, so an old entry scrolls out of reach of the button.
What happens if my fraud concern is rejected?
A rejected concern costs the raiser −0.50 reliability, and a repeated pattern of rejected concerns costs more. Raise concerns you genuinely believe in, with evidence.
Is there a deadline for raising a fraud concern?
Yes — 14 days from publication, and only once the owner has actually posted. The window deliberately runs past payout, because the owner's wallet is frozen even after they have been paid. See Appeals and fraud concerns.
I confirmed a placement and then found a problem. Can I undo it?
Confirming releases the payment immediately, so check the post is live and correct before confirming. If a genuine problem surfaces afterwards, contact [email protected] with your order reference.
Does appealing make things worse if I lose?
No. A dismissed appeal leaves your record exactly as it was.
One thing I did produced ten penalties across a cross-promotion. Is that right?
No, and the Terms bind the platform against it. Where one cause broke several placements in the same campaign at the same time, that is one incident carrying one penalty. Appeal any one of those entries and every mark beyond the first is reversed in full (Terms §15.1).
Fraud and bot protection
Can an automated check take money out of my wallet?
No. Automated checks pause payouts and hold escrow. Money moves back to a buyer only through a refund path — an automatic service refund, an insurance refund on a covered plan, or a human-resolved concern. See Fraud and bot protection.
The reviewer could not decide my concern either way. What happens?
It is dismissed. Nobody's score moves, the owner's stake goes back, the hold on their wallet lifts and their payout releases. A zero-value Concern dismissed — inconclusive line is written on the owner's ledger so the outcome is visible. The −0.50 for a rejected concern is reserved for a claim that was shown not to hold up.
What does it mean when my placement is "flagged automatically"?
The delivery monitor found the post gone or the channel unreachable during the purchased window. The payout on that order pauses, both parties are notified, and the owner takes the −1.50 penalty. Re-post the ad or contact support, and appeal the ledger entry if the flag was wrong.
I was told my ad "did not get its full time at the top". What do I get?
The record, and nothing else. The message means the channel published something else inside the hours your format sold as time at the top, and the platform checked and confirmed it. The breach is recorded against the channel and costs the owner −0.40 reliability. There is no refund, no partial credit and nothing to file: your ad was published, it is still running, and it runs for its full booked duration. If the placement failed in a way that is refundable — never published, taken down early, altered, wrong channel — that is a fraud concern, and it is a different thing.
Does the platform read my channel's other posts?
Only the public ones, and only to answer one question. Checking that an ad really was the newest post for the hours it was sold means reading a page of your channel's recent public history — up to 60 messages — and looking at when they were published. That is the same history any reader of a public channel can scroll. No subscriber list, no private messages, and nothing is read from a private channel. See Fraud and bot protection.
A form told me to "complete the verification challenge" and I never saw one.
The anti-spam check on public forms is invisible when it passes, so the only time you meet it is when it fails — usually because the page sat open long enough for its token to expire. Reload and submit again.
I got a "403 — automated access is disabled" page. Why?
Automated crawler and scraper traffic can be blocked to protect the site and its members' data. Normal browsers are never affected; an in-app browser or an unusual client is the commonest cause. If you need programmatic access, the Boost developer API is permanently exempt from that blocking.
The whole site shows a blank page reading only "Forbidden."
That is a different thing entirely: a block on the network address you are browsing from, applied before sign-in, with no reason and no expiry shown. Your account is untouched. Email [email protected] from a different connection with the time you were refused and the public IP you were on. See Account standing.
Why do I keep seeing "Too many attempts"?
Rate limiting. Each action has its own allowance, and there is a coarse site-wide ceiling of 300 requests per 60 seconds per IP address on top. Wait it out — a minute for the general limit, a few hours for the sign-in ones. It never touches your score or your standing.
I found a security vulnerability. Where do I send it?
Not through the support chat or the contact form. Onflow Ads publishes a machine-readable security.txt at /.well-known/security.txt with the current contact and policy. Good-faith researchers will not be pursued. See Trust and safety.
Account standing
What's the difference between "Under Review", suspended, and a low score?
- Under Review — a dispute involving you is open, or your wallet is on hold; new deals, withdrawals and AI pause until it resolves; nothing is held against you if you're cleared.
- Low score — a specific product's floor refuses new deals until your score recovers; everything else works.
- Suspended — a time-boxed account block; you can't sign in until the date shown, then it lifts automatically.
See Account standing for all of them, including support restrictions and connection blocks.
Why did my label change to "Under Review"?
A fraud concern involving your account is open, or your wallet is on hold. Your tier is hidden (not shown against you), the score stops auto-healing, withdrawals pause and you can't start new deals until it resolves. The open concern moves your score only if it is upheld — though a separate penalty falling due during the review still applies.
I'm below a floor. Can I still get paid for work I already did?
Yes. A floor only refuses new starts. Everything already in flight finishes and pays out normally — and "in flight" includes a recurring arrangement you had already agreed with a partner.
Every support route shows "Support access restricted", but the product works fine.
That is exactly what a support restriction does: it closes the support surfaces and leaves the product untouched. It can be aimed at an account, an email address, or both. Email [email protected] from the account's address to ask for it to be reviewed.
Can I reset a bad record by deleting my account and signing up again?
No. A below-baseline reliability record follows the identity — re-registering starts from the record's floor, not a fresh 8.0, and the carried-over amount appears on the new ledger as its own entry with its reason.
I'm locked out with "Too many attempts."
That's sign-in protection after repeated failed attempts, not a conduct action. It clears on its own after a few hours; the password-reset flow is also available. See Limits and lockouts.
What's the difference between suspended and banned?
A suspension shows an end date on the sign-in page and lifts automatically. A ban has no end date. Both block sign-in completely.
Still stuck?
Email [email protected], use onflowads.com/contact — which returns an OFM- reference you can quote — or open the help widget in the corner of the page where support chat is switched on. Privacy matters go to [email protected], and a security vulnerability goes through the disclosure route.
The bot is not a support desk — it notifies you, publishes what the website arranged, and checks that it stayed up. It cannot take a payment, hold a balance, issue a refund or open a ticket. Anyone messaging you on Telegram offering to resolve a complaint is not us.