Cancellation & Refund Policy

At a glance

1. Campaigns

1.1 Before you pay

You can cancel an unpaid campaign yourself on its page (Cancel campaign). Creators who applied are released and nothing is charged.

1.2 After you pay

Use Cancel & refund on the campaign page. You'll see an estimate before you send the request:

• No creator has started (no script, video or product shipped): the full amount paid, minus the 1.5% processing fee.
• Some creators have started: creators who started are paid for their work. The share of the creators who haven't started is refunded, minus the fee.
• Every creator has started, or the content was delivered: not refundable. Quality issues are handled through revisions and disputes.
• Products already shipped, onsite travel booked and similar third-party costs already spent are not refundable.
• Combo: the RM500 Combo saving sits on the Threaders part and applies only when you keep both parts. Cancel the KOL part and keep the Threaders part, and the saving (RM540.00 incl. SST) comes off the KOL refund. Cancelling the Threaders part refunds what you paid for it (already the Combo price). Cancel both, in either order, and the saving taken off the KOL refund comes back with the Threaders refund.

1.3 If we can't deliver

If Creamatch can't find a creator or a replacement for a confirmed slot, that slot's share is refunded in full with no processing fee.

1.4 First campaign guarantee

If you don't approve a creator's video, we replace that creator for free (one free recast per creator slot). If the replacement's video is also not approved, you can ask for a refund of that creator's share, with no processing fee.

• Covers the first campaign your account pays for on Creamatch. Agency client campaigns and Creamatch's own campaigns are not covered.
• One free replacement per creator slot: if you decide not to approve a creator's video, tell us and our team recasts that slot with another creator at no extra cost.
• Asking a creator for changes is part of normal review and does not use the replacement.
• If the replacement creator's video is also not approved, you can ask for a refund of that creator's share with no processing fee. Use Cancel & refund on the campaign page.
• Ask within 14 days of your campaign being delivered.
• Refunds are never automatic: our finance team reviews every request and returns approved amounts to your original payment method.
• The guarantee does not change any price, and costs already spent on your behalf (products shipped, onsite travel booked) follow the normal policy.

2. Monthly plans (Starter, Growth, Pro)

• Cancel any time in Settings → Plan. Nothing changes immediately: your plan runs until the end of the month you paid for, then the account moves to Free. You can undo the cancellation until then.
• Refunds: a plan charge can be refunded within 7 days if the plan wasn't used since that charge (no campaign created and no Creator Insights report unlocked), minus the processing fee. After that, charges are final; cancel to stop the next renewal.
• Moving to a smaller plan or Free: running campaigns, content and payments are not affected. New campaigns follow the new plan's limits. Team logins above the new plan's seats are paused (never deleted) and come back if you upgrade again.
• Failed payments: we retry the card automatically and tell you by email and in your workspace. Your plan stays fully active for 7 days after the first failed charge, and we remind you before that ends. If it is still unpaid, the account moves to Free limits: campaigns you already paid for keep running, campaigns started on your paid plan keep their creator allowance until they finish, and extra team logins are paused, not deleted. Updating your card restores the plan straight away.
• Enterprise contracts follow the notice and refund terms in the contract.

3. Creator Insights credits

• Monthly credits included with a plan have no cash value and reset each month.
• Purchased credit packs never expire. Unused credits from a pack can be refunded within 7 days of purchase, pro rata, minus the processing fee. Used credits and unlocked reports are not refundable.

4. Processing fee

Approved refunds carry a 1.5% processing fee to cover payment-gateway costs. There is no fee when the refund is our fault: duplicate charges, billing errors, or a creator slot we couldn't deliver. There is also no fee on a slot refunded under the first campaign guarantee.

5. How to ask, and how long it takes

1. Ask in the portal: Cancel & refund on a campaign, or Request a refund under Settings → Plan. You can also email finance@vantoracreative.com. Only the account owner can request a refund.
2. Our finance team reviews it and replies within 3 business days.
3. Approved refunds go back to the original payment method within 7–28 business days, depending on your bank.

6. Payments, disputes and chargebacks

Payments are processed by our payment providers, Stripe and CHIP (FPX, cards and other methods shown at checkout), and settled to Vantora Creative Sdn Bhd. We never store card details. Please talk to us before opening a chargeback with your bank: we can usually resolve it faster, and transaction records, receipts and system logs are used to settle any dispute. We may cancel a transaction for suspected fraud, a technical error, or on instruction from the payment provider.

7. Campaign credits and referral rewards

Existing campaign credits are non-refundable and can be used on campaigns until they expire. Referral rewards are non-refundable once paid and may be cancelled if fraud is detected.

8. Changes to this policy

We may update this policy. The version in force when you paid applies to that payment.

Contact

finance@vantoracreative.com

Vantora Creative Sdn Bhd (202501019613 (1621026-X))