Refund & Cancellation Policy

1. Pre-Payment Cancellations

1.1 Before Acceptance

Either party may cancel or withdraw an offer at any time before the creator accepts. No fees apply.

1.2 After Acceptance, Before Payment

• Client: May withdraw the offer. No fees apply.
• Creator: May cancel their acceptance. No fees apply.

Note: Frequent cancellations may affect your account standing.

2. Post-Payment Cancellations

2.1 Before Campaign Start

If payment has been made but the campaign hasn't started (content not yet live):

• Client-Initiated: Full refund minus platform fees (5%)
• Creator-Initiated: Full refund to client, creator may face penalties

2.2 During Campaign

If the campaign has started (content is live):

• Partial Completion: Pro-rated refund based on days remaining
• Creator Breach: Full refund if creator removes content early without cause
• Client Breach: No refund if client requests early termination

2.3 After Campaign Completion

No refunds are issued once the campaign is marked as completed by both parties, except in cases of fraud or material breach.

3. Refund Eligibility

You May Be Eligible for a Refund If:

• Creator fails to deliver the agreed-upon service
• Content is removed or changed without authorization
• Creator's account is suspended or banned
• Technical issues prevent campaign delivery (platform fault)
• Fraudulent activity is detected

Refunds Are NOT Provided For:

• Change of mind after campaign starts
• Poor campaign performance or engagement
• Creator's follower count changes
• Client's business circumstances change
• Third-party platform issues (Twitter/X outages)

4. Refund Process

Step 1: Request Refund

Contact support at admin@headr.io with:

• Order/Campaign ID
• Reason for refund request
• Supporting evidence (screenshots, timestamps, etc.)

Step 2: Review

Our team will review your request within 2-3 business days. We may contact both parties for additional information.

Step 3: Decision

You'll receive a decision via email. If approved, refunds are processed within 5-10 business days to your original payment method.

5. Platform Fees

• Platform service fees (10%) are non-refundable in most cases
• Payment processing fees (Solana Network) are non-refundable
• Exceptions: Platform error or technical failure

6. Dispute Resolution

If you disagree with a refund decision:

1. Request escalation to senior support within 7 days
2. Provide additional evidence or clarification
3. Final decision will be made within 5 business days
4. If still unresolved, refer to arbitration clause in Terms of Service

7. Chargebacks

Important: Filing a chargeback without first contacting us may result in:

• Immediate account suspension
• Loss of access to platform services
• Potential legal action for fraudulent chargebacks

Please contact us first. We're committed to resolving issues fairly and quickly.

8. Force Majeure

Refunds may be issued if campaigns cannot be completed due to events beyond reasonable control (platform shutdowns, natural disasters, legal restrictions, etc.). Decisions made case-by-case.

9. Contact Support

For refund requests or questions:

• Email: admin@headr.io
• Response Time: Within 24-48 hours