Refund Policy

1. Full refund

A brand receives a full refund of the protected amount and the merchant fee when:

• the deal is cancelled by mutual agreement before any deliverable is submitted;
• the creator does not submit any deliverable by the contract deadline and does not agree a new deadline within 5 days of that deadline;
• the creator abandons the deal, loses eligibility, or the account is suspended;
• a dispute is decided in the brand's favour in full;
• a duplicate or clearly erroneous payment was made.

2. Partial refund

Where part of the agreed scope was delivered and accepted, or where a dispute decision splits responsibility, MusePact refunds the unearned portion to the Business and pays the earned portion to the Creator as compensation under MusePact's separate contractor agreement with the Creator. The merchant fee is refunded in the same proportion as the refunded amount.

3. No refund

Protected funds are not refundable once:

• the brand has approved the deliverables;
• the 5-day review window has expired without approval or a revision request (auto-approval), and no dispute was opened before expiry;
• the deliverables match the signed contract and brief, and the brand simply changed its mind, changed campaign plans, or was dissatisfied with performance metrics such as reach, views or sales, which are never guaranteed;
• the brand asked for work outside the contract scope and the creator delivered the agreed scope.

4. How to request a refund

Open the deal room and request cancellation, or open a dispute if the creator does not agree. Disputes must be opened within the 5-day review window, or within 14 days of the contract deadline where nothing was delivered. Requests made after these windows may be declined.

5. Timelines and method

• Approved refunds are initiated within 5 business days of the decision.
• Refunds are returned by the original payment method. Card refunds usually appear within 5–10 business days depending on the issuer; bank transfers usually within 3–7 business days.
• Refunds are made in the original payment currency. Where a refund crosses currencies, exchange-rate movements and bank charges are outside our control and may result in a slightly different received amount.

6. Creator-side reversals

If funds have already been released to a creator's balance and are later reversed by a dispute decision, fraud finding or chargeback, we may deduct the amount from the creator's balance or from future earnings, and may pause payouts while the matter is resolved.

7. Chargebacks

Please contact us before raising a chargeback: disputes are usually resolved faster in the deal room. While a chargeback is pending, the related deal, payment release and payouts are frozen. Chargebacks raised on deliverables that were accepted or auto-approved may result in account suspension and recovery of the amount plus provider fees.

8. Contact

Refund questions: open a support ticket from your dashboard or write to support@musepact.com with the deal or invoice reference.

9. Nature of Payment Protection

Payment Protection is a contractual hold, review and refund feature that MusePact operates as part of its service order with the Business — it is not a licensed or independently regulated third-party fund-holding service, and not a bank deposit or money transmission service. MusePact is not a bank. Amounts shown as a Creator's internal balance are an accounting entitlement reflecting sums MusePact owes the Creator under its contractor agreement, not a bank deposit or an ownership interest in client funds. Contractor payouts are separate payments made manually by MusePact to the Creator's bank account or Wise account.