This Refund and Cancellation Policy ("Policy") forms part of the Terms of Service of InfluencerMetric ("InfluencerMetric", "we", "us", the "Platform"). It sets out the circumstances in which refunds are available to Brands and how refunded amounts are calculated. This Policy is intended to be fair to both Brands and Influencers while complying with applicable consumer-protection law.
One rule for every refund: refunds are processed at 95% of the amount paid, with 5% retained to cover non-refundable payment-gateway and processing costs. Payment gateways do not return their processing charges when a payment is refunded; the retention covers that cost and nothing more.
1. Before Order Acceptance by the Influencer
If a Brand cancels an order before the Influencer has accepted it, the Brand is refunded 95% of the total amount paid (order value + platform fee); 5% is retained to cover non-refundable payment-gateway and processing costs. The refund will be processed within 5–7 business days to the original payment method via Stripe.
During this window, no work has begun and no platform fee has been earned. The escrow amount, less the 5% processing retention, is released back to the Brand.
2. After Acceptance, Before Work Begins
If a Brand cancels an order after the Influencer has accepted it but before the Influencer has commenced work (no deliverable submitted, no content produced), the Brand may request a cancellation. InfluencerMetric will review the request and, if satisfied that no meaningful work has commenced, issue a refund of the order value processed at 95% (5% retained to cover non-refundable payment-processing costs); the Brand platform fee is forfeited, as set out in the Terms of Service.
3. After Work Has Started
Once the Influencer has commenced work (evidenced by activity in the order workspace or interim uploads), a refund is not automatic. The Brand must raise a formal dispute through the Platform, and the amount refunded, if any, is determined by the dispute-resolution process described in the Terms of Service and Section 5 below. Dispute outcomes may include a full refund (processed at 95% of the amount paid), a partial split between the parties, or a full release to the Influencer.
4. After Deliverable Submitted
Once an Influencer has submitted a deliverable, no automatic refund is available. The Brand must either:
- Approve the deliverable (triggering escrow release), or
- Request a revision (subject to the revision limit agreed in the listing), or
- Raise a formal dispute within 7 calendar days of deliverable submission.
If the Brand takes no action within 72 hours of submission (or after the live-check passes, where applicable), the order is auto-approved and funds are released to the Influencer. No refund is available after auto-approval.
5. Dispute-Based Refunds
Where a dispute is raised within the permitted window, InfluencerMetric will review evidence from both parties and issue a ruling within 5 business days. Possible outcomes include:
- Full refund to Brand: If the Influencer materially failed to deliver as briefed. Full refunds are processed at 95% of the amount paid; 5% is retained to cover non-refundable payment-processing costs.
- Partial refund (split): If there is partial fault on either side; InfluencerMetric determines the split percentage.
- Full release to Influencer: If the deliverable meets the brief and the Brand's objection is not substantiated.
InfluencerMetric's dispute ruling is final for the purposes of escrow release. Users retain the right to pursue the escalation and dispute process described in the Terms of Service.
6. Summary Table
| Stage | Cancellation By | Refund to Brand |
|---|---|---|
| Before influencer accepts | Brand | 95% of amount paid (5% payment-processing retention) |
| After acceptance, before work starts | Brand | 95% of order value (platform fee forfeited) |
| After work starts, before submission | Brand (via dispute) | Determined by the dispute process |
| After deliverable submitted | Brand | 0% (dispute route available for 7 days) |
| Dispute upheld for Brand | N/A (admin ruling) | As per ruling (up to 95% of amount paid) |
7. Taxes
Platform fees are currently stated exclusive of any taxes. Where any tax becomes applicable to platform fees or payouts under applicable law, it will be reflected on invoices and payout statements, and the tax component of any refunded fee will be handled in accordance with applicable law. Brands and Influencers remain responsible for their own tax obligations in their respective jurisdictions.
8. Refund Timeline and Method
- All refunds are processed to the original payment method used at checkout (Stripe — card or supported wallet).
- Refunds are initiated within 2 business days of a refund decision being made.
- Once initiated, refunds typically appear in your account within 5–7 business days, depending on your bank or payment provider.
- Credit card refunds may take up to 10 business days depending on your issuing bank's processing cycle.
- InfluencerMetric is not responsible for delays caused by Stripe or your bank after the refund has been initiated.
9. Non-Refundable Items
The following are never refundable:
- The 5% payment-processing retention applied to every refund
- Platform fees where the Influencer has delivered the agreed work and the Brand approved (or auto-approved) it
- Amounts already paid out to an Influencer following a completed order
- Any add-on fees (e.g., licensing add-ons) where the rights have already been granted and the deliverable approved
10. Complaints & Support
If you are not satisfied with a refund decision, you may escalate your complaint to our complaints contact:
- Name: Nahid Saleem
- Email: grievance@influencermetric.com
- Response Time: Acknowledgement within 24 hours; resolution within 15 days.
You also retain any rights available to you under applicable consumer-protection law, and the right to pursue the escalation and dispute process described in the Terms of Service.
11. Contact for Refund Queries
- Refunds: refunds@influencermetric.com
- Support: support@influencermetric.com
- Complaints: grievance@influencermetric.com