Last updated: 15 July 2026
This policy explains when a campaign’s protected payment can be refunded on PROMO. It is part of, and should be read with, our Terms of Service.
No money has changed hands, so there is nothing to refund. Either party can simply let the offer expire, decline it, or cancel it.
While a campaign is funded and the payment has not yet been released to the creator, the brand may cancel and receive a full refund from within the campaign. The full amount is returned to the original payment method through Stripe. Refunds typically appear within 5–10 business days, depending on the card issuer.
Because releasing a payment requires the brand to act, a creator marking a campaign delivered does not by itself prevent a refund — the brand controls whether to release or to cancel and refund.
Once the brand releases the payment, the creator’s share is transferred to the creator and the campaign is complete. Released payments are not automatically reversible. If something was wrong with a completed campaign, contact support — we will try to help both parties reach a fair outcome, but we cannot force a reversal of funds already paid out.
When a funded, unreleased campaign is fully refunded, the brand is returned the fullcampaign amount. The 10% platform fee applies only to completed (released) campaigns.
If a card dispute or chargeback is opened, the campaign is frozen and cannot be released or refunded through PROMO until the card networks resolve it. Please contact support before opening a chargeback so we can try to resolve the issue directly.
PROMO v1 supports full refunds of funded, unreleased campaigns from within the app. Partial adjustments (for example, a negotiated reduction) are handled case by case through support.