Refund Policy
Last updated: January 2025
Summary: Kolavia uses a secure wallet. Brands pay before work starts. Refunds depend on the campaign stage.
1. How Payments Work
When a brand activates a campaign, payment is held in a secure wallet by Kolavia. The creator does not receive the money until the brand approves the content, or until the 5-day auto-release window passes.
2. Before Work Starts — Full Refund
If a campaign is cancelled before the creator has accepted the invite, the brand receives a full refund of the campaign budget. The platform fee is also refunded in this case.
3. After Creator Accepts — Partial Refund
If a campaign is cancelled after the creator has accepted but before they submit content, the brand receives a refund minus a 10% cancellation fee. This compensates the creator for time already allocated to the campaign.
4. After Content is Submitted — No Refund
Once a creator has submitted their content for review, no refund is available. The brand may request one revision. If content does not meet the agreed brief after one revision, the brand may raise a dispute.
5. Approved Content — No Refund
Once the brand approves the content, payment is released to the creator and is non-refundable.
6. Auto-Release
If the brand does not respond to a submitted post within 5 days, payment is automatically released to the creator. No refund is available after auto-release.
7. Disputes
If you believe content does not meet the agreed brief and are unable to resolve it with the creator, contact info@holcenic.com within 48 hours of submission. We will review both sides and make a final decision. Our decisions on disputes are final.
8. Platform Fee
The 3% platform fee is refunded only in the case of a full refund (Section 2 above). It is non-refundable in all other cases.
9. Processing Time
Approved refunds are processed within 5–7 business days to the original payment method.
10. Contact
For refund requests, email info@holcenic.com with your campaign ID and reason.