1. Your brief
You tell us what you need: the product, the deliverables, who the creators should be, what must appear in the video and the dates. You are responsible for the brief being accurate, and for replying to creators and our team in good time so the work can move.
Once you confirm your creator lineup, the brief is locked. After that, changes to the brief are sent as a tracked change that each creator has to read and acknowledge before their next submission.
2. How payment works
- Managed campaigns: A 10% deposit unlocks your creator shortlist and is credited to your campaign; the rest is paid after you confirm your creators. The deposit is 10% of the estimate, at least RM100 (never more than the campaign total).
- Self-serve campaigns: You pay only after you confirm your creators. If a confirmed lineup is still unpaid after 7 days, it is released and the creators are freed for other work.
- Packages are paid 100% upfront.
- Creators start work once the campaign is paid in full. Creamatch pays the creators after their work is approved.
- Credit terms: some businesses can pay after the work starts, on terms approved by our finance team for that account (for example 14 or 30 days). The due date is shown on the campaign. If a payment under credit terms becomes overdue, new work on that campaign pauses until it is paid.
- On some campaigns our team may let production start before payment. In that case creators still wait for your payment before they post live.
- Older campaigns that were explicitly set up as client-direct (you pay creators yourself) keep the payment terms agreed at the time.
3. Self-serve creator payments
On self-serve campaigns Creamatch collects the confirmed creator amount from you and pays the creators. A 5% transaction fee is taken from the creator's side, never added to your price. Each creator sees their rate, the fee and what they receive before they apply.
4. Pricing and SST
All prices are in Malaysian Ringgit (MYR). Our services carry 8% Service Tax (SST), registration number W10-2509-32000588, shown as its own line on quotations and invoices.
5. Reviewing scripts, videos and posts
- You approve or send back each script, video and post draft in your portal.
- Each one includes 2 rounds of changes within the brief. When you send work back, tell the creator what to fix.
- After the included rounds you can request an extra round in the app. Our team reviews each request. If an extra round would cost more, we agree it with you first. Nothing is charged automatically.
- If work waits a long time for your review, we remind you. On campaigns where automatic approval is switched on, we tell you the date at least 48 hours before anything is approved for you.
6. Timelines
Every campaign has its own dates for applications, drafts and posting, shown on the campaign. How fast it moves depends on finding the right creators, shipping your product and how quickly reviews come back. We do not promise a fixed delivery time.
7. If a creator drops out or delivery fails
If a confirmed creator drops out, we look for a replacement first (including any reserves you picked on your shortlist). If we cannot fill the slot, that slot's share is refunded in full under our refund policy. Your first paid campaign also comes with the first campaign guarantee.
8. Cancellations and refunds
Cancellations and refunds follow our Cancellation & Refund Policy: what can be refunded depends on whether creators have started, and approved refunds carry a small processing fee unless the refund is our fault.
9. Payment processing and data
Payments are processed by our payment providers (FPX, cards and other methods shown at checkout). We do not store your card or banking login details. On older client-direct campaigns, a creator's bank details are shown only to the brand that owes that creator a payment, and each view is logged.
10. Suspension
We may suspend or close brand accounts for non-payment, abuse, fraud or breach of these terms.
Contact
Vantora Creative Sdn Bhd (202501019613 (1621026-X)), No. F-20-2-2, Jalan Semarak Api 3, Off Jalan Gombak, Diamond Square, 53000 Kuala Lumpur, Wilayah Persekutuan, Malaysia