Refund Policy

1. Scope

This policy covers campaign payments and PAYG credit purchases processed through Teamfluencer. Transaction-specific refund terms shown in an order or checkout apply where lawful.

2. Campaign refunds

• If Teamfluencer materially fails to provide a paid service and does not remedy it within a reasonable time, the Brand may request a refund for the undelivered portion.
• If a KOL withdraws or deliverables remain incomplete, we may offer replacement, remediation, credit, or a proportional refund for the unreceived portion.
• For Brand cancellation, completed work, KOL commitments, non-refundable third-party cost, and the accepted order are transparently considered.
• Subjective dissatisfaction is not an automatic refund where deliverables meet the approved brief; quality disputes are reviewed against evidence and the revision process.

3. PAYG credits

• Duplicate purchases, successful charges without credited balance, or verified technical errors may qualify for correction or refund.
• Credits already used to process an AI feature are generally non-refundable unless the service was not provided or law requires otherwise.
• Promotional, bonus, or free credits have no cash value.
• Credit expiry is displayed at checkout. Disclosed expiry is not automatically refundable, subject to mandatory consumer rights.

4. Conditions that may be declined

• Insufficient information after a reasonable chance to complete the request.
• Abuse, fraud, duplicate chargeback, terms breach, or incorrect payment information supplied by the requester.
• Work was accepted or used beyond scope before the dispute, unless a hidden defect or other legal right applies.
• Delay caused solely by a bank, social platform, force majeure, or the requester after reasonable mitigation.

5. Requesting a refund

We will acknowledge receipt, review the facts, and provide a decision and calculation. The target for initial review is five business days, but complex cases may take longer with notice.

• Contact hello@teamfluencer.id or use support with the transaction/campaign ID, reason, event date, amount requested, and evidence.
• Submit promptly and, where possible, within 14 calendar days of discovering the issue so evidence can be checked.
• We may proportionately request identity, invoice, communications, or deliverable evidence.

6. Method and timing

Approved refunds return to the original method where possible. An alternative method requires ownership verification. Currency, fee, tax, and partial-value treatment are explained in the decision.

Teamfluencer targets issuing the refund instruction within ten business days after approval. Receipt timing depends on the destination bank. We provide an available transaction reference.

7. Appeal

If you disagree, reply with reasons and additional evidence. Where possible, someone other than the initial decision-maker will review it. Consumer dispute and legal mechanisms remain available.