Refund policy

Subscription payments are final

A Starter, Growth, Scale or Enterprise subscription opens matching, shortlists, briefs and campaign tracking for your brand as soon as the payment clears. Because that access is delivered for the whole period from the first minute, we do not return subscription fees once they are charged. The exceptions further down this page are the only ones.

This policy covers what brands pay us for the marketplace. The rate a brand agrees with a creator for a deal follows the brief and the approval of delivered content, as described in the terms of service.

Starting your plan immediately

Subscribing is a request for us to start the service straight away. Where a consumer has a statutory right to withdraw from a digital service within 14 days, that right ends once the service begins with the consumer's express consent and acknowledgement that it ends.

When a refund is not available

• The shortlist did not include the creators you hoped for, or a creator declined your brief.
• A campaign did not reach the reach, engagement or sales you expected.
• You sent fewer briefs than your plan allows, or none during the period.
• A renewal was charged before you cancelled it.
• You chose a larger plan or a longer billing term than you turned out to need.
• You cancelled, downgraded or paused your influencer program part way through a period.

The three exceptions

A duplicate charge. If an error on our side charged your brand twice for the same plan and the same period, the second charge is returned.

A charge you did not authorize. If your card was used without your permission and you report it within 14 days, we investigate, and we return the charge where the evidence confirms it.

A complete outage. If the marketplace could not be used at all for most of a billing period because of a fault on our side, and you reported it at the time, we refund that period.

A refund is limited to the amount paid for the affected period and goes back to the card that paid. Send the charge date and amount to [email protected] from the email on your account within 14 days of the charge.

Cancelling

You can cancel renewal from your account at any time. Your plan stays active to the end of the period already paid for. Cancelling stops the next charge; it does not undo a charge already made, and unused days or months are not credited back.

Renewals and retried charges

Subscriptions renew automatically at the start of each month or year until cancelled. If a renewal charge fails, our payment operator tries it again over the following days. A retry that succeeds is an ordinary renewal of a period that had already begun.

Records we keep

For each brand account we keep the date and time the terms of service were accepted, an activity log (sign-ins, briefs created, creators shortlisted and approved) and the payment record held by our payment operator, including the result of 3D Secure verification.

Chargebacks

Please contact us before disputing a charge with your bank. A chargeback on a charge covered by this policy, filed without writing to us first, is a breach of the terms of service and the account is closed.

Contact

Billing questions go to [email protected].