Cancellation & Refunds

This page explains when an order can be cancelled, what is refundable at each stage, and what happens when something is disputed. The principle underneath all of it: a creator who has already done the work gets paid for it, and you do not pay for work that never started.

Why the stage matters

Funds are recorded as funded at checkout and fulfilment begins from that point — creators are approached, briefed and booked. What is refundable therefore depends on how far that has gone, not on how long ago you paid.

Campaigns and creator orders

• Before creators are booked — cancel for a full refund. Nobody has committed time yet.
• Booked, not yet filmed — creator fees for booked creators are due, because they have held the slot and turned other work down. The OverTake campaign fee is refunded in proportion to what has not been delivered.
• Filmed and delivered — the creator fee for delivered work is due whether or not you use the asset. Undelivered work in the same order is refunded.
• After approval — approval closes the order. Approving an asset locks its rights grant and its payment milestone, so it is the point of no return.

Revisions, and rejecting content

Every brief includes a set number of revision rounds, shown before you book. Content that misses the brief is revised inside those rounds at no extra cost. Rejecting content is not the same as cancelling: if a creator cannot deliver to brief after the agreed rounds, we replace them and you are not charged twice.

What revisions are not for is a change of mind about the brief itself. A new direction is a new brief, priced accordingly — this is also the protection creators are promised when they accept a defined revision scope.

Warmed-account subscriptions

• Billed monthly per account. Cancel any time and it stops at the end of the paid month; there is no partial-month refund.
• The setup and warming period is not refundable once warming has started, because it is real time on a real device.
• If an account is suspended by the platform through our fault during the warming period, we replace it. We cannot guarantee against suspension generally — see the Terms.

Credits and prepaid packs

Posting credits and AI credits are consumed as used and are not refundable once spent. Unspent credits stay on the workspace and can be used on any later order. We do not expire credits you have paid for.

Agency retainers

Agency Program engagements run to the notice period in the signed proposal. The retainer covers an operating team held for you, so it is not refundable for a month already begun; you keep everything produced and every rights grant made during it.

Disputes

Raise a dispute from the order and it pauses the relevant payment and opens an operations case — which means the money is held, not gone, while it is looked at. We ask both sides for the record: the brief, the deliverable and the message history. Most cases resolve as a revision, a replacement creator or a partial refund.

Please raise disputes with us before your bank. A chargeback freezes the whole order, including the creator’s payment for work they did deliver, and it takes far longer to unwind.

How refunds are paid

Refunds go back to the original payment method. Our side is processed within 5 business days of a decision; how quickly it appears after that is your bank’s timing, not ours.

Your statutory rights

Nothing here removes rights you have under the consumer law of your country. Where local law gives you more than this policy does, the law wins.

Contact

Cancellations and refunds: piyushh@tokgency.com.