We’re truly sorry for this experience and understand your frustration. We want to sincerely apologize for the inconvenience caused.
During the time of your purchase, fragment.com (Telegram’s official marketplace for Stars) experienced a technical disruption and delivery delays. This issue affected all platforms and services globally that rely on Fragment’s infrastructure — not just Gramix. Unfortunately, during that window, no provider was able to guarantee instant delivery, despite normal expectations.
Your Stars were eventually delivered as soon as Fragment restored normal operation. However, we fully understand that the delay meant you missed the limited-time opportunity you intended to use them for, and we acknowledge how disappointing that is.
Regarding refunds: Telegram Stars, once delivered, cannot be reversed or transferred back by any platform due to Telegram’s technical limitations. This is why refunds after successful delivery are not technically possible, regardless of intent. That said, we agree that our communication could have been clearer and more empathetic, and we are sorry if our responses felt impersonal or dismissive — that was not our intention.
We take responsibility for improving how we communicate during external outages and are already updating our status messaging to better inform users when Telegram or Fragment services are experiencing disruptions.
Thank you for sharing your feedback. We genuinely regret that this situation caused you stress, and we wish you the best moving forward.
— The Gramix.io Team
