Refund Policy
Telegram Stars and Premium can’t be taken back once delivered, so refunds are for orders we haven’t delivered and for extra or late payments. All refunds are paid in crypto.
On this page
In short: if we don’t deliver your order, you get your money back in crypto, to a wallet address you give us, minus the network fee of the refund transfer. Delivered orders are final.
When you can get a refund
- We can’t deliver your order, for example because the recipient’s account can’t receive it or the username no longer belongs to a user account.
- A Premium order can’t be delivered because the recipient already has an active Premium subscription. We check this before you pay, but the recipient may subscribe in the meantime.
- Your paid order is delayed, its status shows “Delivery scheduled” or “We are looking into your order”, and you’d rather not wait.
- You paid part of the amount and the payment window closed before the rest arrived.
- Your payment arrived after the payment window closed, and you’d rather have it back than have the order delivered.
- You paid more than one US dollar over the price. We deliver the order and refund the difference on request.
- You paid for an order that had already been paid or delivered, for example by sending the same payment twice.
- We received a payment that we couldn’t match to an order, for example one sent without a memo, and it can’t be used to complete your order.
If an order hasn’t been delivered, we cancel it before sending the refund, so it can’t be delivered later.
When refunds aren’t possible
- The order has been delivered: the Stars were credited or Premium was activated. Fragment purchases can’t be reversed once they’re recorded on the blockchain.
- The order was delivered to the username you entered, even if you entered it by mistake.
- After delivery, Telegram restricted, banned or deleted the recipient’s account, or removed Stars from it.
- You changed your mind after delivery.
- Fees your exchange or wallet charged you to send the payment: we never receive them.
- Funds sent in a coin or on a network other than the one chosen on the payment page, if they can’t be recovered (see below).
- Tokens other than USDT and GRAM sent to our TON address, and amounts under 0.01 GRAM. These aren’t credited to any order, and we can’t promise to return them.
Underpayments, overpayments and late payments
| Situation | What happens |
|---|---|
| Slightly less than the price arrived, for example because an exchange deducted its fee | A small shortfall may be accepted and the order delivered. The tolerance is set when you place the order and is never more than 2% of the price, or more than 50 US cents. Always send the full amount. |
| Less than that arrived (TON payment) | The order shows as partially paid. Send the rest with the same memo within the payment window. You can mix USDT and GRAM. |
| GRAM arrived after the GRAM amount expired | We value it at the current rate. If it’s no longer enough, the order shows as partially paid: refresh the amount on your order page and send the difference. |
| Less than that arrived (payment through Heleket) | If the Heleket payment page shows an amount still due, send it to the same address, in the same coin and on the same network, before the invoice expires. If you can’t, or the invoice closes underpaid, contact support, and we’ll help you complete the order or refund what arrived. |
| More than one US dollar above the price arrived | We deliver the order and refund the difference on request. |
| The payment arrived after the payment window closed (currently 72 hours for TON payments; for payments through Heleket, after the invoice time limit shown on the payment page) | It may not be matched to your order automatically. Contact support, and we’ll either deliver the order or refund the payment. |
| A TON payment without a memo, with a mistyped memo or with an encrypted comment | We can’t match it automatically. Contact support with the amount, time and transaction hash, and we’ll match it to your order or refund it minus the network fee. |
| A USDT transfer that bounced back | If our wallet couldn’t accept a USDT transfer, the funds go back to the sending wallet, and the order stays unpaid. |
| A payment for an order that has already been delivered | Refunded on request. |
| Heleket blocked a payment during its anti-money-laundering (AML) check | The order stays unpaid while the payment is blocked. To release it, the Heleket payment page asks you to sign in to Heleket and complete its AML survey. If you need help, contact support with your order reference. |
Wrong network or wrong coin
Our TON address accepts only USDT and GRAM (formerly TON) on the TON network. On the Heleket payment page, send exactly the coin you selected there, on the network you selected. Funds sent on another network or in another coin may be lost: we can’t credit them to an order, and we can’t promise to recover them. If this happens, contact support straight away with the transaction hash, and we’ll check whether anything can be done.
How refunds are paid
- Currency and network. Refunds are paid in crypto only. For TON payments, we refund in the asset we received, USDT or GRAM, on the TON network. For payments through Heleket, we refund in USDT on a network we agree with you.
- Amount. We refund what reached us. For TON payments, that’s the same amount of USDT or GRAM, so a GRAM refund isn’t adjusted for price changes. For payments through Heleket, that’s the US dollar value Heleket recorded for your payment. For an overpayment, we refund the part above the price, at the rate we used to credit your payment.
- Fees. The network fee of the refund transfer is deducted from the refund. We don’t deduct any other fee.
- Address. We send refunds only to an address you give us in writing, not automatically back to the sending address, because exchanges often send from shared wallets. If you give us an exchange deposit address, include the memo or tag the exchange requires, or the funds may be lost.
How to ask for a refund
Contact support in Telegram at @tg_super_support_bot or by email at support@tgsuperstars.com, and include:
- your order reference, which starts with TS-, or the link to your order page;
- the transaction hash of your payment, if you have it;
- the wallet address and network for the refund, plus the memo or tag if it’s an exchange address.
We check every request against the blockchain and our records before sending anything. Support hours are 03:00 to 15:00 UTC, and during that time we usually reply within a few hours. Some cases, such as a payment without a memo or one that arrived after the invoice expired, need more checking and take longer.
How orders, payment and delivery work is described in our Terms of Service.
Sources
Facts and prices in this guide were checked against these sources. Last review: September 24, 2026.
- Fragment: About fragment.com
- Fragment Terms of Service fragment.com
- Terms of Service for Telegram Stars telegram.org