Refund Policy
Version 1.0 · Effective November 10, 2026
1. How money moves
The platform is free for experts and runs at cost for brands. It does not hold, receive or transfer money. Brands pay experts directly, so refunds are made by the expert to the brand. The platform records each refund in the registry but does not decide disputes.
2. Review fees
| Situation | Fee |
|---|---|
| Review Form submitted complete, whatever the verdicts | Payable in full. No refund for rejected or edited claims. |
| Expert withdraws before starting the review | Not payable. |
| Brand cancels before the expert starts | Not payable. |
| Brand cancels after the expert has started (for example product withdrawn) | Pro rata to the claims reviewed, minimum 50% of the fee. |
| Expert misses the due date by more than 7 days without agreement | Brand may cancel; not payable, or refunded if already paid. |
| Review is incomplete, copied, or the attestation is shown to be untrue (for example, not personally reviewed) | Not payable, or refunded in full; the platform may suspend the expert. |
| Expert's credentials were misrepresented | Refunded in full. |
3. Licence fees (name and credentials, photo, video, AI avatar)
| Situation | Refund of the prepaid licence fee |
|---|---|
| Expert withdraws a right without cause (30 days' notice) | Pro rata refund of the unused part of the term for that right. |
| Expert withdraws for cause (brand breach, claim changed, safety or regulatory issue, new evidence, employer or board requirement, serious reputational harm) | No refund. |
| Expert's licence lapses or is restricted, or the expert is suspended from the platform, during the term | Pro rata refund of the unused part of the term. |
| Expert misrepresented credentials | Full refund of fees for the affected term. |
| Brand stops using the assets early by its own choice | No refund. |
| Licence term ends | No refund; renewal requires a new advance payment. |
4. Recording sessions
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Session fees are payable once the session takes place.
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If the brand cancels less than 48 hours before the session, the fee is payable; earlier cancellation is free.
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If the expert cancels, the session is rescheduled at no extra cost or the fee, if prepaid, is refunded.
5. Calibration review
The calibration review is a paid quality check when an expert joins. Its fee is not refundable once the review is submitted complete.
6. How refunds are made
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The party requesting a refund records the request on the platform with the reason and amount.
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Undisputed refunds are paid within 14 days, by the same method as the original payment.
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Disputes are handled first by good faith discussion and then under the dispute clause of the Brand Agreement.
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The platform records the outcome in the registry.
7. Consumers
This policy does not cover refunds to consumers who buy brand products. Those are governed by each brand's own terms.