Cancellation and refund rules
Who gets what when an order is cancelled depends on whether work has started. The rules are fixed in advance, so neither side is surprised.
On this page
- Single order: open a support ticket from the order; the team decides with both sides.
- Campaign order before work starts: the creator gets 10%, the rest comes back to you.
- An order that is never delivered is refunded to the brand's wallet.
The rules
| Situation | To the creator | To the brand's wallet |
|---|---|---|
| A campaign is cancelled before selection | — | All of it |
| A campaign order is cancelled before the product shipped and before the first delivery | 10% of the order | The remaining 90% |
| A campaign order is cancelled after shipping or after the first delivery | All of it | — |
| The creator drops out before the product shipped | — | The money stays in the pool and goes to a backup candidate |
| An order is never delivered | — | Refunded after the team reviews it |
Example: a 400 SAR campaign order cancelled before the product shipped pays the creator 40 SAR and returns 360 SAR to the brand's wallet.
Cancelling a single order
Talk to the creator in chat first. If you can't settle it, open a support ticket from inside the order. The team talks to both sides and decides; the money stays in the pool until then.
Late deliveries
Either side can propose a new delivery date in chat, and the old date stands until the other side accepts. If the order is never delivered, the money comes back to the brand's wallet.
What doesn't count against a creator
When a brand cancels a campaign, it doesn't affect the creator's reliability or their completed-job count.