This Support Policy defines how Viralux provides customer assistance and outlines our standards for communication, payment-related concerns, and service inquiries.
Viralux operates as a digital marketing automation platform and is committed to maintaining transparent, professional, and compliant support practices.
Official support is provided exclusively through:
Email: support@viralux.online
For security and compliance reasons, account-related support is not provided via social media platforms.
Our standard response time is:
General inquiries: 24–48 hours
Technical issues: prioritized review
Payment verification: reviewed as soon as possible
Response times may vary during peak operational periods.
Viralux provides assistance regarding:
Account access issues
Order processing status
Payment confirmation
Technical platform errors
API integration guidance
We do NOT provide:
Social media account management
Third-party platform intervention
Engagement guarantees
Platform algorithm explanations
For payments processed via Stripe or credit/debit cards:
Users must contact support before initiating chargebacks or disputes.
Viralux cooperates fully with Stripe and card network investigations.
Transaction records and service delivery logs may be submitted to Stripe if required.
Unauthorized chargebacks may result in temporary or permanent account suspension pending investigation.
Viralux complies with Stripe payment processing guidelines and maintains transparent dispute resolution procedures.
For PayPal transactions:
Users agree to contact support before opening a dispute.
Viralux provides delivery records and transaction documentation if PayPal requests evidence.
Fraudulent or abusive disputes may result in account restriction.
We aim to resolve PayPal concerns promptly and professionally.
For cryptocurrency payments processed via CoinPayments or similar gateways:
Users must provide the transaction hash (TXID) when requesting support.
Cryptocurrency transactions are irreversible once confirmed on the blockchain.
Network confirmation times may vary depending on blockchain conditions.
Refunds, if approved, follow our Refund Policy.
Viralux is not responsible for incorrect wallet addresses submitted by users.
To comply with payment processor regulations and AML standards:
We may request identity or payment verification in suspicious cases.
We reserve the right to temporarily hold accounts during investigation.
Fraudulent activity may be reported to relevant payment providers.
Users are responsible for:
Maintaining secure login credentials
Protecting account access
Not sharing API keys
Viralux does not request account passwords via email.
Viralux maintains a respectful support environment.
We reserve the right to limit support access in cases of:
Harassment
Threats
Fraudulent claims
Abusive behavior
Viralux provides marketing automation services.
Support does not extend to:
Third-party platform decisions
Account suspensions on external platforms
Changes in social media policies
Performance fluctuations outside system control
We reserve the right to update this Support Policy to reflect regulatory, operational, or compliance changes.
Updated versions will be posted on this page with a revised effective date.