Refund Policy

1. Refund Philosophy & Policy Overview

CREVIDEO PTE. LTD. ("Crevideo," "we," or "us") is committed to operating an efficient and reliable platform that facilitates collaborations between Brands and Creators. To safeguard the stability and predictability of the platform's transactional ecosystem, we have established this Refund Policy.

This Policy is an integral part of our TERMS OF SERVICE. By making any payment or entering into any transaction through the Services, you acknowledge that you have read, understood, and fully accepted all terms herein. In the event of any conflict between this Policy and the TERMS OF SERVICE, this Policy shall prevail, and Crevideo retains the sole right to interpret or revise it. We may unilaterally modify this Refund Policy at any time by posting an updated version on the platform or by other notice. Continued use of the Services after such posting constitutes acceptance of the revised Policy; no separate signature or confirmation is required.

This Policy is entered into electronically; a Brand or Creator's click-to-accept constitutes execution, and the text is stored on our servers for record-keeping purposes.

Core Principle: Except as expressly provided below, all payments made through the Services—including, without limitation, prepaid Account Balances, subscription fees, value-added service fees, platform service fees, commissions, order-escrowed funds, third-party payment-processing charges, and any other fees—are final, irrevocable, and non-refundable.

2. Non-Refundable Items

The following items are non-refundable under all circumstances:

• (a) Subscription Fees – all periodic or fixed-term license fees for platform access.
• (b) Value-Added Service Fees – one-off charges for optional add-ons (e.g., data reports, dedicated support) once the service has commenced.
• (c) Platform Service Fees or Commissions – percentage-based or fixed fees earned by us when a Creator accepts an order; these are deemed fully earned at acceptance and non-refundable.
• (d) Any other fees paid or prepaid to obtain Services.

3. Management of Brand Account Balance

3.1 Nature and Permitted Uses

Brands may preload funds into their platform account ("Account Balance"). The funds remain the property of the Brand; we act solely as custodian and no interest accrues. Account Balance may be applied only to the following:

• Creator fees (video production, licensing, etc.)
• Reimbursable expenses approved by both parties (e.g., shipping)
• Subscription, value-added, or commission fees owed to Crevideo

3.2 Refund of Prepaid Balances

(a) General Rule: Prepaid balances are not refundable to the original payment method.

(b) Permanent Account Closure Exception: If you elect to permanently close your account, you may—subject to the procedures set forth in the TERMS OF SERVICE—apply for a refund of any Available Balance that is not currently locked by an outstanding Campaign Order. We will review your request and, if approved, remit the balance to you less (a) a 10% administrative and payment-processing fee and (b) all third-party payment-service charges. We retain sole and absolute discretion to approve or deny your request, and our determination shall be final and binding.

3.3 Treatment of Funds in Transactions

(a) Fund Locking. Once you initiate a Campaign Order and it has been accepted by a Creator, the total order amount will be "locked" from your Available Balance. These funds are reserved for that order and may not be used for any other purpose, nor may they be unlocked or reallocated for any reason until the order is completed or cancelled.

(b) Upon the Campaign Order being "Approved" (manually or automatically) in accordance with the Terms of Service, the Platform shall, pursuant to your authorization, release the locked funds to the Creator.

(c) Order Failure – if an order is cancelled due to Creator non-performance, locked funds (minus non-refundable third-party costs and any other reasonable charges) are unlocked and returned to the Brand's available balance.

(d) Completed Transactions – once funds are released to a Creator, the payment is final and irrevocable; no refunds will be provided. Any post-completion dispute is strictly between the Brand and the Creator.

4. TikTok Sales Commissions

For any affiliate or distribution collaborations between you and a Creator that are initiated through this Platform but ultimately completed on TikTok or any other third-party platform, commission settlement shall be governed exclusively by the rules of the applicable third-party platform. Crevideo neither processes nor assumes any responsibility for the payment or refund of such commissions, and the Brand shall bear any commission losses resulting from changes to the rules of the relevant third-party platform.

5. Exceptions

5.1 Material Service Outages

If a prolonged, Crevideo-caused technical outage renders core Services wholly unavailable, we may, at our sole discretion, provide service-time extensions or partial Account-Balance credits.

5.2 Mandatory Consumer-Rights Exceptions

Nothing in this Policy is intended to exclude or limit any non-waivable rights you may have under the mandatory consumer-protection laws of your jurisdiction. By way of example only: you acknowledge and expressly agree that once prepaid funds are credited to your Account Balance, we begin immediate performance (i.e., the funds are made available for use). By accessing and using those digital funds immediately, you expressly waive any statutory "cooling-off" or withdrawal rights you might otherwise have had.

6. Chargebacks

Our Terms of Service provide you with a clear dispute-resolution process. Initiating a credit-card chargeback is not an alternative method of obtaining a refund. Any chargeback that we or our payment processor determine to be abusive or otherwise in breach of our Terms will result in immediate termination of your account, and you will be liable to indemnify us for all losses and reasonable enforcement costs thereby incurred, including but not limited to dispute-handling fees, attorneys' fees, investigation costs, third-party service charges, reputational harm, and payment-channel penalties.

7. Contact

All billing and refund inquiries should be directed to: support@crevideo.com.