Refund and Cancellation Policy
1. Scope and platform fee
This policy applies to campaigns purchased through SetSponsor.
The platform fee is currently 10% of creator media spend. The campaign quote shows creator media spend, the platform fee, applicable taxes, and the total payable before checkout.
For advertiser cancellations after creator acceptance, the platform fee is nonrefundable in consideration of the booking and campaign administration services provided, except where this policy or applicable law requires otherwise.
The refund terms presented and accepted at checkout apply to that campaign. Later policy changes do not retroactively reduce refund rights.
2. Cancellation before creator acceptance
If the advertiser cancels before the creator accepts the campaign:
- An uncaptured payment authorization will be canceled.
- If payment has already been captured, the advertiser will receive a full refund, including the platform fee.
An authorization release is not a refund. The payment provider determines when the hold disappears.
3. Advertiser cancellation after creator acceptance
Before work starts
The advertiser will receive a refund of creator media spend, less any documented, unavoidable campaign expenses committed before cancellation that the advertiser approved in advance. The platform fee is nonrefundable.
After work starts
The advertiser may receive a partial refund. SetSponsor may retain:
- The platform fee;
- The agreed value of campaign work already performed; and
- Documented, unavoidable campaign expenses committed before cancellation that the advertiser approved in advance.
The remaining balance will be refunded. If those amounts equal the campaign payment, no refund is due.
Work starts when the creator begins substantive activity required by the accepted campaign brief, such as production or an agreed placement. Acceptance, reserving availability, or marking a campaign “started” does not alone establish that substantive work occurred.
SetSponsor will evaluate timestamps, deliverables, communications, and expense records. Amounts retained for work must reflect agreed pricing or a reasonable allocation of the accepted campaign price. No expense may be counted twice, and total deductions cannot exceed the amount paid.
4. Creator cancellation or nonperformance
If the creator cancels or fails to deliver the agreed campaign for reasons attributable to the creator:
- If no compliant work has been delivered, the advertiser will receive a full refund, including the platform fee.
- If part of the campaign has been delivered and accepted, SetSponsor will assess a refund for the undelivered or noncompliant portion, including the platform fee attributable to that portion.
The advertiser may agree to a replacement creator or revised schedule. A replacement or account credit will not substitute for an otherwise eligible refund without the advertiser’s agreement.
An eligible advertiser refund is not conditional on SetSponsor first recovering funds from the creator.
5. Rejected or incomplete evidence
Evidence rejection does not automatically establish that the campaign failed. SetSponsor may request additional evidence or allow a reasonable opportunity to correct a remediable issue before deciding refund eligibility.
If review establishes that no agreed work was delivered and the failure is attributable to the creator, the advertiser will receive a full refund, including the platform fee. Partial delivery will be assessed under Section 4.
Incomplete evidence does not automatically create creator earnings or authorize a transfer. Conversely, a prior creator transfer does not eliminate an otherwise valid refund claim.
6. Advertiser delays and campaign performance
Failure to provide agreed materials, approvals, access, or instructions may delay the campaign. SetSponsor will notify the advertiser of the missing requirement and provide a reasonable opportunity to resolve it before treating the campaign as an advertiser-caused cancellation.
Changes to the advertiser’s budget, preferences, or business plans are advertiser-caused cancellations.
Unless expressly guaranteed in the accepted campaign terms, SetSponsor does not guarantee impressions, engagement, leads, sales, or return on investment. Disappointing results alone do not establish refund eligibility when the agreed deliverables were properly fulfilled.
7. Refund requests and review
Submit cancellation or refund requests through SetSponsor’s designated support channel, identifying the campaign, the reason for the request, and supporting evidence.
Please report delivery or compliance concerns within seven calendar days after delivery or notification of campaign completion. This reporting period does not limit mandatory legal rights or claims involving issues that could not reasonably have been discovered within that period.
SetSponsor may request relevant records from both parties and will provide a written decision explaining the refund amount and any deductions. Additional evidence may be submitted for reconsideration.
8. Creator earnings and recovery
Cancellation alone does not create creator earnings. Any payment for completed work must be separately reviewed and authorized under the campaign terms and creator agreement.
Where a refund relates to an amount already transferred to a creator, SetSponsor may seek transfer reversal, repayment, or offset against future earnings as permitted by the creator agreement and applicable law.
SetSponsor will not deduct payment-processing costs from an advertiser refund promised as a full refund under this policy. Any recovery of those costs from a responsible creator must be authorized by the creator agreement.
9. Payment errors and expired reservations
Duplicate or erroneous charges will be investigated and refunded where confirmed.
A payment received after a reservation expires does not automatically reinstate the reservation or authorize campaign work. SetSponsor will reconcile the payment and either obtain the advertiser’s agreement to a valid booking or refund it, including the platform fee.
10. Refund processing and payment disputes
Approved refunds are normally submitted through Stripe to the original payment method. SetSponsor will notify the advertiser when the refund is submitted. Bank and payment-provider processing times vary.
If a refund fails, SetSponsor will work with the advertiser and payment provider to arrange a permitted alternative.
If a payment dispute or chargeback is open, SetSponsor will coordinate resolution through the payment provider to avoid duplicate reimbursement. This does not restrict the advertiser’s right to dispute a payment. Refunds and chargeback recoveries for the same payment will be reconciled so that the same amount is not reimbursed twice.
11. Applicable rights
This policy does not exclude rights or remedies that cannot lawfully be excluded. Where applicable law requires a different refund outcome, that requirement takes precedence.