1. Policy overview
CreatorExchange orders are divided into delivery milestones. Buyer funds are intended to be released as agreed work is delivered and approved. Refund eligibility therefore depends on the status of each milestone, not only the status of the overall order.
2. Before work begins
A buyer may request cancellation before the seller starts work. Amounts allocated to unstarted milestones are normally eligible for refund. If the seller has already begun an agreed milestone, CreatorExchange may consider documented work completed, custom costs incurred, and the parties’ written scope before deciding the refundable amount.
3. Milestone refunds
- Unapproved milestones: funds may be refunded when work was not delivered, materially misses the agreed scope, or a dispute is resolved for the buyer.
- Revision requested: the seller should first receive a reasonable opportunity to correct the work within the order workspace.
- Approved milestones: these are generally non-refundable because approval authorizes release, except where there is substantiated fraud, unauthorized payment, or a material breach that could not reasonably have been discovered before approval.
- Future milestones: unused amounts for cancelled future work are generally refundable.
4. How to request a refund
- Open the relevant order workspace.
- Describe the issue in project messages and request a correction where appropriate.
- If it remains unresolved, select Open a dispute and provide the scope, messages, files, and delivery evidence.
Requests should be raised promptly and before approving the affected milestone. CreatorExchange may pause release while an eligible dispute is reviewed.
5. Review and outcomes
We may approve a full refund, partial refund, revision, cancellation of future milestones, or release to the seller. Decisions may consider the listing, agreed deliverables, order messages, submitted work, milestone status, platform rules, and evidence from both parties.
6. Processing times and fees
Approved refunds are returned through the original payment method where possible. Paystack, Flutterwave, Stripe, PayPal, banks, card networks, or other payment partners control final processing times. Currency conversion differences, bank charges, and payment-processing fees may be non-refundable where the provider does not return them.
7. Exclusions
Refunds are not available solely because a buyer changes their mind after accepting conforming custom work. They may also be declined for work used or published after delivery, outcomes outside a seller’s control, requests inconsistent with the agreed scope, prohibited transactions, or attempts to move payment or communication off-platform.
8. Chargebacks
Please use the CreatorExchange dispute process before filing a chargeback. A chargeback does not guarantee a refund and may result in account restrictions while the payment provider investigates. We may provide order records and delivery evidence to the payment provider.
9. Seller cancellations and platform action
If a seller cannot deliver, unearned amounts should be returned to the buyer. CreatorExchange may cancel orders, reverse unreleased funds, suspend accounts, or take other protective action in cases of fraud, prohibited services, ownership concerns, or serious policy violations.
Contact us
Questions about this policy can be submitted through our Help & Support page. CreatorExchange is operated by Cloudboomer Technologies Ltd.