Refunds
Refund & Cancellation Policy
Clear cancellation stages, refund eligibility, and how to request support for CreatorHQ purchases.
Last updated: 26 May 2026 · Effective immediately
Clear refund rule: CreatorHQ creates custom digital deliverables. Refund eligibility depends on whether project production has started and whether a first preview or deliverable has been sent.
1. What This Policy Covers
This Refund & Cancellation Policy applies to all CreatorHQ purchases, including creator website builds, sponsor-readiness services, landing pages, brand/profile buildouts, and related custom digital deliverables.
CreatorHQ does not sell physical goods and does not ship products. Services are delivered digitally by email, shared link, live website, downloadable files, or another agreed electronic method.
2. Refund and Cancellation Table
| Stage | Cancellation request | Refund position |
|---|---|---|
| Before Sprint Arena is submitted | Cancel any time before submitting project information | 100% refund |
| After Sprint Arena submitted, before build starts | Cancel within 24 hours of Sprint Arena submission, provided production has not started | 100% refund |
| Build started, first preview not yet delivered | Cancel while custom work is already in progress | 50% refund |
| First preview delivered | Cancel after a draft, preview, staging link, or other first deliverable has been sent | No refund |
| Revision rounds started or completed | Cancel after revision work has begun | No refund |
3. How to Cancel or Request a Refund
Email gavin@creatorhq.net.za or WhatsApp +27 67 403 1084 with your name, email used at purchase, order/package, payment date, and reason for cancellation.
We respond to refund and cancellation requests within 1 business day. Approved refunds are processed to the original payment method where possible, usually within 5-10 business days after approval, subject to payment-provider and bank processing times.
4. Non-Refundable Situations
- Work has reached first-preview or first-deliverable stage.
- Revision rounds have started or been completed.
- The issue is caused by missing, late, inaccurate, or incomplete client-provided information.
- The client requests work outside the purchased package and declines an additional quote.
- The client changes direction after production has begun.
- The client no longer needs the service after custom work has been produced.
5. CreatorHQ Delivery Failure
If CreatorHQ is unable to deliver the agreed service within a reasonable extension of the advertised or agreed timeline due to our own delay, excluding delays caused by missing or late client information, the client may request a full refund.
6. Chargebacks and Disputes
Please contact us first so we can resolve the issue quickly. If a payment dispute or chargeback is opened, we may pause project work while the dispute is reviewed by the payment provider.
7. Contact
Refund and cancellation support: gavin@creatorhq.net.za or WhatsApp +27 67 403 1084. Business hours: Monday to Friday, 09:00-17:00 SAST, excluding South African public holidays.