Legal
Refund Policy
Last updated: 30 September 2026 · Version 1.0
The short version
Refunds are governed by clause 12 of our Terms & Conditions, reproduced here in full.
- ·Before a Deal is Funded, either side can withdraw at no charge.
- ·Funded but not yet in production: the Brand gets a full refund of the Creator Fee, the Service Fee and GST.
- ·If the Creator cancels or doesn't deliver within 3 days of the deadline, the Brand may cancel for a full refund.
- ·Once production has started, cancellation is by agreement or through the dispute process; once Deliverables are approved, payment is final.
- ·Refunds go back to the original payment method, usually within 5 to 7 business days.
The rest of the Terms, including disputes (clause 13) and payments (clause 10), are on the Terms & Conditions page.
12. Cancellations and refunds
Before funding. Either party may withdraw before a Deal is Funded, at no charge.
After funding, before production. If a Deal is cancelled after it’s Funded but before the Creator marks it In production or submits any draft, the Brand receives a full refund of the Creator Fee, the Service Fee and GST.
If the Creator cancels or doesn’t deliver. If the Creator cancels a Funded Deal, or hasn’t submitted the Deliverables within 3 days after the agreed deadline, the Brand may cancel the Deal and receive a full refund. Repeated cancellations or non-delivery may lead to suspension.
After production starts. Once a Deal is In production, it can be cancelled only by agreement between the parties on the Platform, or through the dispute process in clause 13. Any refund of the Creator Fee is as the parties agree or as decided under clause 13. The Service Fee is refunded in the same proportion as the Creator Fee.
After approval. Once Deliverables are approved (including by the Review Window expiring), payment is final and no refund is available through the Platform.
Refund timing. Refunds are made to the original payment method, usually within 5–7 business days of the refund decision. When the money reaches you depends on your bank or card issuer.