Refund Policy

1. DEFINITIONS (FOR THIS POLICY)

Company / Purple Cow: Lumos Tech – FZCO (39926). Business / Brand: a company account purchasing services on the Platform. Creator: a content creator account offering video services. Publishing Partner: a publishing outlet receiving publishing requests. Distribution Partner: an entity managing multiple Publishing Partners. Campaign: a Video Mode request posted by a Business to hire creators (UGC, Nano Influencer). AI Campaign: a Video Mode request where Purple Cow delivers the final edited ready-to-post video. Publishing Request: an order submitted by a Business for publishing deliverables. Publishing Fee: historically a platform fee charged to publish a campaign; under the current product, the campaign publishing fee is $0 (see V6Pro pricing). Any historical fee reference applies only to legacy campaigns published before this policy change. Pack: a prepaid bundle or credit-based offering sold by Purple Cow (if offered to you). Wallet Balance: stored value inside the Platform used to pay for services. Admin Fee: a non-refundable administrative deduction applied to eligible refunds where stated.

2. GENERAL PRINCIPLES

2.1. Refund eligibility depends on: the type of service purchased (Video Mode / publishing workflow / Packs), the stage of the service workflow (published, assigned, in progress, delivered), and whether the service was partially or fully consumed.

2.2. If a refund is approved, Purple Cow may issue it as: a refund to the original payment method, and/or a credit to your Purple Cow Wallet, depending on payment method constraints, fraud prevention checks, and processor rules.

2.3. Payment gateway fees, bank fees, FX charges, and third-party processing fees are non-refundable unless required by applicable law.

2.4. Purple Cow may decline a refund where there is evidence of: fraud, abuse, policy violations, chargeback abuse, attempts to bypass the platform (e.g., sharing contact details), or suspicious activity detected by platform security controls.

3. VIDEO MODE REFUNDS (UGC / NANO INFLUENCER CAMPAIGNS)

3.1 Campaign Publishing Fee

Under the current V6Pro product, the campaign publishing fee is $0 — no money is charged or locked at publish time. Money is committed when you hire a creator (escrow) or top up your wallet. This section applies only to legacy campaigns published under previous policy versions where a publishing fee was charged; in those cases the historical fee remains non-refundable once successfully published.

3.2 Creator Hiring Payments

Creator payments are charged when you hire/accept a creator (or when funds are locked/confirmed for that hire). Refund rules for creator payments:

Before hiring a creator: no creator payment has been charged, therefore no creator-payment refund applies.

After hiring but before any work begins: Purple Cow may review and approve a refund only if the creator has not started work and no files or deliverables have been submitted.

After creator submits any deliverable (including drafts): creator payments are generally non-refundable, except where Purple Cow determines the creator failed to deliver according to required specifications and dispute resolution confirms eligibility.

3.3 30-Day “Unable to Select a Creator” Compensation

You are eligible for compensation if: you published a campaign and could not hire/select any creator within 30 days from the campaign creation/publish date, and the campaign remained eligible and active (not removed due to policy violations), and there was no successful hiring/acceptance within the 30-day period.

Compensation outcome (Video Mode): Purple Cow will provide compensation in the form of wallet credit or refund of eligible amounts, depending on what was paid and what was consumed. The campaign publishing fee remains non-refundable. No compensation can be granted after the 30-day period.

4. AI GENERATED VIDEO (AI CAMPAIGNS) REFUNDS

AI Campaigns are processed differently because Purple Cow is the delivery party.

4.1 Refund Eligibility (AI Campaigns)

Before production starts: A refund may be considered if production has not started and no resources were committed.

After production starts: refunds are generally not available, except in cases where Purple Cow fails to deliver the final output within a reasonable time or cannot deliver at all.

After delivery: refunds are not available if the final edited video was delivered.

4.2 Revisions and Issues

If the delivered AI content does not match the selected specifications (duration, platform format, language, etc.), you may be eligible for: correction/re-delivery, or a partial credit, depending on severity and internal review.

5. PRODUCT SHIPPING & “FUND PURCHASE” REFUNDS (VIDEO MODE)

5.1 Physical Product Shipping

If your campaign requires shipping a product to a creator: shipping costs paid to third parties are not refundable by Purple Cow; delays caused by couriers may not qualify for refunds unless the service becomes impossible to perform.

5.2 Fund Purchase (Business funds creator purchase)

If you choose “Fund Purchase” and send an amount so the creator can buy the product: the amount is credited to the creator only after they upload proof of purchase and it is approved; if the creator fails to provide proof of purchase in the required time window, Purple Cow may cancel and return eligible amounts to the Business (typically as wallet credit); once proof is approved and funds are issued to the creator, the funded amount becomes non-refundable, except in cases of verified fraud.

Any applicable service fees charged by Purple Cow for Fund Purchase administration may be non-refundable.

6. PUBLISHING WORKFLOW REFUNDS

Publishing requests are considered service orders that may involve external publishing or distribution partners.

6.1 Before Assignment / Before Partner Acceptance

If a publishing request has not been accepted/assigned to a Publishing Partner or Distribution Partner, Purple Cow may approve a refund after review, subject to: no work has started, and no materials were delivered.

6.2 After Assignment / After Work Starts

Once the publishing request is accepted by a Publishing or Distribution Partner or work begins (research, drafting, outreach, editorial processing, publication scheduling), refunds are generally not available.

6.3 After Delivery / Publication

After delivery (including publication link/proof), refunds are not available.

6.4 Publication Rejection / Editorial Decisions

If a publication outlet rejects content based on editorial guidelines, compliance requirements, or internal policies: this may not qualify for a refund if the service was performed in good faith and according to scope; Purple Cow may offer alternatives depending on the package rules and provider terms.

7. DISPUTES, FAILURES, AND REMEDIES (ALL MODES)

7.1 If a Business believes the service was not delivered as agreed, the Business must open a dispute via: the Platform help center/ticketing system, or email to refunds@pcow.io.

7.2 Purple Cow may request evidence (messages, files, timestamps, proofs).

7.3 Remedies may include: redo/correction, partial wallet credit, full wallet credit, refund to original method (where possible).

7.4 Abuse warning: If the Business or any user violates platform rules (including attempts to exchange contact information, bypassing fees, or fraudulent actions), Purple Cow may deny refunds and may restrict accounts.

8. CHARGEBACKS & PAYMENT DISPUTES

8.1 If you initiate a chargeback with your bank/payment provider, Purple Cow may: suspend access to the Platform pending investigation, require resolution before further use, recover costs and fees related to chargebacks.

8.2 If a chargeback is resolved in Purple Cow’s favor, access may be restored.

9. ADDITIONAL TERMS FOR PACK PURCHASES

9.1 Pack Expiration

All Packs expire 12 months after the purchase date, unless specified differently in the Company’s written sales message to you. After expiration, Packs: cannot be used, and cannot be refunded.

9.2 Refunds for Pack Purchases

Purple Cow’s refund policy applies to Pack purchases subject to the following: if a refund is approved, Purple Cow refunds the monetary amount of the remaining unused portion of the purchased Pack. Purple Cow does not refund any “value received” (i.e., services already consumed, delivered, or used). A 25% administration fee will be deducted from the refundable remainder.

Pack refunds may be issued as: wallet credit and/or original payment method, depending on processor constraints and internal review.

9.3 Pack Use and Non-Refundable Cases

Refunds may be denied if: the Pack has expired, the Pack was substantially consumed, fraud/abuse is detected, usage violates Terms & Conditions.

For more information, see the Pack Expiration Policy.

10. HOW TO REQUEST A REFUND

To request a refund or compensation, contact: refunds@pcow.io

Include: Company name and account email, invoice/transaction reference (if available), campaign or publishing request ID, reason for refund request, any supporting evidence (screenshots, messages, proofs).

Purple Cow may request additional verification for security and fraud prevention.

11. PROCESSING TIMES

11.1 Refund decisions are made after internal review and may require partner feedback for publishing workflows or timeline verification for Video Mode.

11.2 Approved refunds are processed within a reasonable time; actual receipt depends on your bank/payment processor.

12. CHANGES TO THIS POLICY

Purple Cow may update this Refund Policy at any time. Updates will be posted with a revised “Last updated” date.