Refund & Cancellation Policy

1. Introduction

This Refund and Cancellation Policy outlines the terms under which payments made on Supafluencer (operated by Satak Technologies) can be refunded or cancelled. This policy applies to all transactions processed through our platform at supafluencer.me.

Key Principle: All payments on Supafluencer are held in escrow until work is approved or a dispute is resolved. This protects both brands (who only pay for approved work) and creators (who receive payment for completed work).

2. Payment Flow Recap

Understanding our payment process is essential to understanding refund eligibility:

1. Brand posts a campaign
2. Creator submits a bid (costs 1 credit)
3. Brand accepts the bid
4. Brand pays the agreed amount via Cashfree payment gateway
5. Funds are held in escrow by Supafluencer
6. Creator delivers the work
7. Brand reviews and either:
   • Approves work → Funds released to creator
   • Raises dispute → Dispute resolution process begins

3. Campaign Cancellations by Brands

3.1 Before Payment (Pre-Acceptance)

Full Flexibility: Brands can cancel campaigns at any time before accepting a bid. No fees apply.

• Delete the campaign from your dashboard
• No payment has been made, so no refund is needed
• Credits spent by creators on bids will be refunded

3.2 After Payment (Post-Acceptance)

Once you accept a bid and make payment, cancellation becomes more complex:

4. Creator Cancellations

4.1 Before Bid Acceptance

Can Withdraw Bid: Creators can cancel their bid anytime before the brand accepts it.

• Credit spent on the bid is NOT refunded (bids cost 1 credit)
• Simply withdraw your bid from the campaign page

4.2 After Bid Acceptance (Payment Made)

Serious Commitment: Once a brand accepts your bid and makes payment, you are contractually obligated to deliver the work.

5. When Refunds Are Granted

5.1 Full Refund to Brand (100%)

Brands receive a full refund in these cases:

• Creator fails to deliver any work by the deadline
• Creator delivers completely plagiarized or copyright-infringing content
• Creator cancels the project after accepting payment
• Delivered content is entirely unusable and bears no relation to the brief
• Technical error caused duplicate payment

Note: Payment gateway fees (Cashfree) are still non-refundable in all cases.

5.2 Partial Refund (50%)

Issued when work is partially acceptable:

• Content meets some but not all requirements from the brief
• Quality is significantly below professional standards but shows effort
• Creator delivered late, causing measurable harm to the campaign

Partial refunds are determined through our dispute resolution process.

5.3 No Refund (0%)

Refunds are NOT granted for:

• Subjective Quality Complaints: "I don't like the style" or "It's not what I imagined"
• Change of Mind: Brand decides they don't need the content anymore
• Minor Deviations: Small differences from the brief that don't materially affect usability
• Approved Work: Once you approve content, payment is final and non-refundable
• Auto-Approved Work: If you don't respond within 30 days, work is auto-approved (no refund)
• Delayed Review: Brand takes too long to review, causing creator delays

6. Credit Refunds (Creators Only)

6.1 When Credits Are Refunded

Creators receive credit refunds only in these specific cases:

• Brand deletes the campaign before reviewing your bid
• Technical error prevented your bid from being submitted properly
• Platform bug deducted credits incorrectly

6.2 When Credits Are NOT Refunded

• Your bid was rejected by the brand
• You changed your mind and want to withdraw your bid
• You submitted a bid by mistake
• The campaign ended before your bid was reviewed
• Another creator was chosen instead of you

6.3 Monthly Credits Do Not Roll Over

Important: The 10 free credits allocated each month do NOT roll over to the next month. Use them or lose them. Unused credits expire on the last day of the month.

7. Refunds Through Dispute Resolution

7.1 How to Raise a Dispute

1. Go to your campaign workspace
2. Click "Raise Dispute" after reviewing the delivered content
3. Provide clear explanation and evidence (screenshots, examples, etc.)
4. Creator has 48 hours to respond
5. Supafluencer admin reviews and makes a final decision within 3-5 business days

7.2 Evidence Required for Refund Claims

To support your refund request, provide:

• For Quality Issues: Screenshots showing specific problems, comparison with brief requirements
• For Non-Delivery: Communication history showing lack of response
• For Plagiarism: Links to original source content
• For Scope Creep: Original campaign brief vs. what was requested later

7.3 Dispute Decision Process

Our admin team reviews disputes based on:

• Original campaign brief requirements
• Industry professional standards
• Evidence provided by both parties
• Communication history between brand and creator
• Platform terms and policies

Final and Binding: All dispute decisions are final. By using the platform, you agree not to pursue legal action for amounts under ₹50,000.

8. Refund Processing

8.1 Refund Timeline

• Dispute Resolution: 3-5 business days to reach a decision
• Refund Initiation: Within 24 hours of approval
• Cashfree Processing: 5-10 business days to reach your original payment method
• Bank Processing: Additional 2-3 days depending on your bank

Total refund time: Up to 14 business days from dispute resolution.

8.2 Refund Method

All refunds are issued to the original payment method used. We cannot issue refunds to a different card, bank account, or payment method.

8.3 Non-Refundable Fees

9. Platform Fee Structure

To understand refund amounts, it's important to know how platform fees work:

10. Special Circumstances

10.1 Force Majeure

If unforeseen circumstances prevent campaign completion (natural disasters, government restrictions, etc.), refunds will be handled on a case-by-case basis with mutual agreement between brand and creator.

10.2 Platform Technical Issues

If a platform bug or technical issue causes financial loss, contact hello@supafluencer.me immediately. We will investigate and provide appropriate compensation or refunds.

10.3 Account Suspension

If your account is suspended for violating our Terms of Service, any funds in escrow may be forfeited depending on the severity of the violation. Legitimate refunds will still be processed.

11. How to Request a Refund

12. Policy Updates

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting. Continued use of the platform after changes constitutes acceptance of the updated policy.

However, changes will not affect transactions already in progress unless required by law.

13. Governing Law

This policy is governed by the laws of India. Any disputes regarding refunds are subject to the jurisdiction of courts in Mumbai, Maharashtra, India, and our internal dispute resolution process as outlined in the Terms of Service.