Refund, Delivery & Dispute Policy

Last updated: August 11, 2025

This policy explains how deliveries, approvals, refunds, and disputes work on CreatorHeart (operated by GrowMediaMore LLC, 312 W 2nd St #A3573, Casper, WY 82601, USA). It should be read together with our Collaboration & Payment Policy and Terms & Conditions.

1) Delivery Requirements & Deadlines

• Delivery channel: Creators must deliver all files/links/proofs through CreatorHeart so we can verify and protect both parties.
• Deadline: The delivery due date is agreed in the collab chat and visible in the collab summary.
• Extensions: Any change to scope or timeline must be confirmed in the collab chat before the deadline.
• Proof: Where applicable, delivery must include evidence (e.g., live post link, screenshots, file attachments, raw exports).

2) Brand Review Period

• Standard review window: 5 calendar days from the moment the Creator marks the delivery as “Delivered.”
• Within this window, the Brand must either:
  • Approve the delivery,
  • Request revisions (per the revision limit agreed in chat), or
  • Open a dispute (see Section 4).
• Auto-approval: If the Brand does not take action within 5 days, the delivery may be auto-approved and payout proceeds.

3) Refund Eligibility & Exclusions

Eligible for refund (full or partial at admin’s discretion):

• Non-delivery: No deliverable submitted by the agreed deadline and no approved extension.
• Material deviation: Delivered work is substantially different from the agreed brief and cannot be corrected within the agreed revision limit.
• Creator withdrawal: Creator exits the project before delivering any work.

Not eligible for refund:

• Change of mind after work meeting the agreed brief has been delivered.
• Brand-caused delays (late feedback, missing assets, access/approvals).
• Minor stylistic differences or subjective preferences when the brief was met.
• Off-platform work/payments: Any agreement or payment made outside CreatorHeart voids escrow protection.

4) Dispute Process

1. Open dispute: Either party can open a dispute within the 5-day review window (or within 48 hours of a failed revision) via the collab page.
2. Provide evidence: Parties must share all relevant proof in the chat—brief, file versions, timestamps, links, screenshots, email consents, etc.
3. Admin review: CreatorHeart reviews the chat history, deliverables, and timelines. We may request clarifications.
4. Decision options: (a) release full payment to Creator, (b) partial split, (c) full or partial refund to Brand, or (d) request further specific revisions with a new mini-deadline.

5) Admin’s Final Decision

CreatorHeart acts as a neutral intermediary. Our dispute decision is final and binding for both parties to ensure timely resolution and platform integrity.

6) Revisions

• Revision limit: Use the revision count/timeframe agreed in chat. If not specified, the default is up to 2 reasonable revision rounds within 7 days of first delivery.
• Revisions should be specific and tied to the agreed brief. New scope or creative directions may require a paid change order.

7) Payout & Chargebacks

• After approval (or auto-approval), payout to the Creator’s bank is scheduled per the Collaboration & Payment Policy.
• Chargebacks: If a Brand initiates a chargeback, CreatorHeart will share platform evidence with the processor. If the chargeback succeeds, Creator payout may be reversed or future payouts offset.

8) Abuse & Bad-Faith Use

• Patterns of non-delivery, abusive disputes, fraud, hate speech, or harassment may lead to account limits or termination.
• Coordinating to bypass escrow or fees undermines platform safety and may forfeit protections.

9) Policy Updates

We may update this policy at any time. Changes take effect upon posting with an updated “Last updated” date. Material changes may be communicated via email or in-app notice.

10) Contact

Questions about refunds, deliveries, or disputes? Email hello@creatorheart.com or write to:
GrowMediaMore LLC, 312 W 2nd St #A3573, Casper, WY 82601, USA