Legal · clear refund rules

Refunds &
Cancellations

When you can cancel, what gets refunded, and how long it takes. We err on the side of being fair, and we'd rather refund a confused payment than argue about it.

Effective 2026 · MAY · 24Applies to all funded campaigns & House Account plans
The short version. Cancel before a creator accepts the brief → 100% refund including platform fee. Cancel after acceptance but before delivery → escrow refunded minus any accepted milestone work. Disputes after delivery → handled by our Trust desk within 5 business days. Money comes back the way it came in, typically within 5–7 business days.

01Quick reference table

  • Pre-acceptance — full escrow + full Platform Fee refunded.
  • Post-acceptance, pre-delivery — escrow minus accepted milestones; Platform Fee pro-rated.
  • Delivered & approved — non-refundable (release is final).
  • Delivered, disputed — held until Trust resolution (5 business days).
  • Brand-side default — creator paid in full from escrow per agreed milestones.
  • Creator-side default — brand refunded pro-rated; partial deliveries assessed case-by-case.

02Pre-campaign cancellation

If a brand cancels a campaign before any creator has accepted the brief, the entire escrow amount plus the corresponding Platform Fee is refunded in full. No questions, no forms.

Creators may withdraw an application before formally accepting a brief, with no consequence to their Trust score.

03Mid-campaign cancellation

Once a creator has accepted a brief and begun work, partial cancellation is governed by the milestones in the brief. Accepted and delivered milestones remain payable. Unstarted milestones can be cancelled and refunded.

If a campaign is cancelled by the brand for reasons unrelated to creator performance (change of marketing plan, internal restructure), creators are entitled to a kill fee of 25% of unstarted milestones — released from escrow within 24 hours of cancellation.

04Post-delivery disputes

Brands have a default 5-business-day window after delivery to either approve or raise a written dispute. Approval releases the escrow immediately. A dispute pauses release and triggers the Trust process:

  1. Both parties submit their position via the in-app dispute form within 48 hours.
  2. Our Trust team reviews delivery against the original brief, including any agreed revisions.
  3. A binding decision is issued within 5 business days, with funds released accordingly.

If a dispute is not raised within the 5-day window, escrow auto-releases to the creator.

05Platform fee refunds

The Platform Fee is refunded in proportion to the campaign value refunded. If you receive a 50% escrow refund, your Platform Fee refund is also 50%.

House Account custom retainers follow the cancellation terms in the signed order form and override the default rules above.

06Timing & methods

Refunds are returned to the original funding method:

  • UPI & NEFT/IMPS (INR) — typically 1–3 business days.
  • Credit / debit card — 5–7 business days, subject to issuing bank.
  • International wire — 7–10 business days plus correspondent-bank fees.

You will receive an email confirmation with the refund reference number at initiation, and another upon settlement.

07Edge cases

  • Duplicate funding. Auto-detected within 24 hours and refunded without action from you.
  • Failed delivery (force majeure). Escrow held for 30 days then refunded if the campaign cannot be rescheduled.
  • Suspended account. Funds held until verification is restored or, if not, refunded to the original payer.

08How to request a refund

Most refunds happen automatically based on the rules above. To raise a manual request, email info@altibix.com with your campaign ID and a one-paragraph description. We respond within one business day with the next step.