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Refund & Cancellation Policy

Last Updated: August 28, 2025

This policy outlines the terms and conditions for refunds and cancellations on the Trufl platform. We strive to be fair to both brands and creators while maintaining clear guidelines.

For Brands

Refund Eligibility:

✅ Refunds Allowed:

  • Campaign cancelled before creator starts work
  • Creator fails to deliver within agreed timeline
  • Content delivered does not meet campaign requirements

❌ No Refunds:

  • Once content is delivered and approved
  • After work has already started by creator
  • Change of mind after campaign approval
  • Performance results below expectations
Refund Process:
  • Submit refund request through platform
  • Admin will review case within 2-3 business days
  • Approved refunds processed within 7-10 business days

For Creators

Campaign Cancellations:

⚠️ Before Work Starts:

  • No payout is released if brand cancels
  • Creator can apply to other campaigns immediately
  • No penalty to creator's account

💼 After Work Starts:

  • Admin reviews case and decides compensation
  • Partial payment may be awarded for completed work
  • Decision based on work progress and deliverables
Creator Withdrawal:
  • Can withdraw from campaign before starting work
  • Must provide 24-hour notice when possible
  • Frequent withdrawals may affect account standing

Platform Fees

Non-Refundable Service Fees:
  • Platform service fees charged by Trufl are non-refundable
  • Payment processing fees cannot be reversed
  • Administrative costs for completed transactions

Processing Time

Review Period

2-3 business days for admin review

Refund Processing

7-10 business days after approval

Note: Processing times may vary depending on your bank or payment method. Trufl is not responsible for delays caused by external financial institutions.

Dispute Resolution

Dispute Process:
  1. Submit dispute through platform with evidence
  2. Both parties present their case
  3. Admin team reviews all evidence and communication
  4. Final decision communicated within 5-7 business days

Important: Trufl's decision in refund-related disputes will be final and binding. We encourage clear communication between parties to avoid disputes.

Special Circumstances

Refunds may be considered in exceptional cases:

  • Technical platform issues preventing campaign completion
  • Fraudulent activity by either party
  • Force majeure events (natural disasters, etc.)
  • Legal compliance requirements
Need Help with Refunds or Cancellations?

Contact our support team through the platform for assistance with refund requests, cancellations, or any questions about this policy.