Cancelling before any creator is accepted
A brand can cancel a draft or open campaign from its dashboard as long as no creator has been accepted yet. We then refund the full amount paid for that campaign, including the platform fee and any tax, to the original payment method.
After a creator has been accepted
Once a creator is accepted they start work, so the campaign can't be cancelled from the dashboard. Email our contact page and we'll work out a fair outcome. Usually we refund the fees for creators who haven't started, plus the matching share of the platform fee and any tax.
Unused slots
If a campaign ends with fewer creators than you paid for, contact us and we'll refund the fees for the unused slots, plus the matching share of the platform fee and any tax.
Content that isn't delivered
If an accepted creator doesn't deliver content that meets the brief, you don't approve it, no payout is released, and we refund that creator's fee.
How long refunds take
Refunds are issued in US dollars through Stripe to the original payment method. They usually appear within 5–10 business days, depending on your bank. If your card is in another currency, your bank converts the refund at its own rate, so the amount may differ slightly from what you paid.
Creators
Creators don't pay us anything, so there's nothing to refund. If a payout fails because of incorrect bank details, update them in Earnings (or in your Stripe account) and we'll send it again.