Cancellation Policy
This policy applies when a client cancels a booking after a creative has accepted it. The refund depends on how close the cancellation is to the shoot's scheduled start time (the call time, in the shoot's local time zone).
| When you cancel | Refund | What happens |
|---|---|---|
| More than 7 days before the shoot | 100% | Full refund |
| 7 days down to 3 hours before the shoot | 75% | 75% refund |
| 3 hours down to 1 hour before the shoot | 0% | No refund |
| Less than 1 hour before the shoot, or once it has started | Reviewed | Can't be cancelled here. We review it and decide the refund. |
No creative accepted yet. If no creative has accepted your project, you can cancel at any time for a full refund.
If the creative leaves. If a creative withdraws before the shoot, your payment is protected. You can choose another creative, or cancel for a full refund.
Card holds. Your card is authorized when you book and charged when the work is approved. When a refund applies, the held amount is released back to your card. Banks can take several business days to show it.
After the start time. Once a shoot's scheduled start time has passed without the project starting, it can't be cancelled in the app. Our team reviews what happened and decides the refund.
You'll see the exact refund before you confirm any cancellation. Questions? Contact support.