Refund Policy

Requesting a refund

Most refunds are automatic. Where one is not, email support@vokolla.com or use the contact button on any page. Include your order number (VK-…), or for unused credits the email address of your account, and the reason. We review each request and reply as soon as we can.

Before submission and while pending review

Until your release has been submitted you can cancel it in your workspace for a full refund. While it is waiting for review you can withdraw it from its page; if the editors have not started, the order is cancelled and refunded in full, with no request needed.

Releases in progress

Once the editors have started or distribution has been submitted to one or more outlets, a refund may no longer be possible, so withdraw a release while it is still pending if you no longer want it published. If nothing has been sent to any outlet yet, contact us and we will help where we can.

Published releases

Once a release has been published and distributed, refunds are generally not available, except for errors on our side, such as distributing the wrong content or to the wrong outlet.

Publishers apply their own presentation standards and may shorten or omit the summary, not show the featured image, adjust formatting or leave out video or map embeds. These differences are normal and are not errors. The body of the release, its links and the media contact details are distributed as submitted.

Editor and outlet rejections

If the editors reject your release, you can edit it according to their feedback and resubmit it. After three submissions without approval, the order is refunded in full.

If one outlet in your package does not accept the release while the others publish it (for example USA Today in Premium Media), you can revise it and resubmit it to that outlet, or take a refund of that outlet’s share. The share is calculated from your package price, not from the outlet’s standalone price.

Unused credits

Credits never expire, so you can keep your balance for future releases. If you no longer need it, you can ask us to refund your unused credits to the card you paid with.

How the refund is calculated. We refund the amount you paid for your top-ups, minus the credits you have spent on releases (each credit counts as US$1), minus a 6% bank and card processing fee on the amount you paid. Bonus credits are not paid out. After the refund, the remaining credits, including bonus credits, are removed from your account.

Example. You top up US$1,000 and receive 1,150 credits with the 15% bonus. You spend 400 credits on releases. The refund is US$1,000 − US$400 − US$60 (6% of US$1,000) = US$540.

The 6% fee applies only to refunds of unused credits. Releases that are withdrawn, rejected or not delivered are refunded in full, whether you paid by card or with credits. If a payment can no longer be refunded to the card (for example, the card has expired), we will agree another way with you.

How refunds are paid

Card payments are refunded to the original payment method and usually arrive within 5–10 business days, depending on your bank. Releases paid with credits are refunded to your credit balance as soon as the refund is confirmed.

Corrections and removal

After publication we cannot guarantee changes or removal. We will pass correction or removal requests to the publishers on a best-effort basis.