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: publishing a campaign is free. A publishing fee charged under an earlier version of this policy applies only to the legacy campaigns it was charged on. Paid-ad licence: permission bought on the Platform to run approved content in paid advertising for a set term (Terms & Conditions §9.5). 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. Approved refunds are made as credit to your Purple Cow Wallet, except that a Pack, wallet top-up or campaign charge paid by card is refunded to that card where possible, and any refund the law requires to be made to the original payment method is made there.

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

Publishing a campaign is free: no money is charged or held when you publish. Money is committed when you hire a creator (held in escrow) or top up your wallet. A publishing fee charged on a legacy campaign under an earlier version of this policy is not refundable, except as compensation under Section 3.3.

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:

Until any hired creator submits anything, you can cancel the campaign yourself, and the full amount held for its hires returns to your wallet.

If a creator misses the delivery deadline, including any extension you agreed, without submitting a delivery, you can cancel that hire and the amount held for it returns to your wallet.

If the campaign deadline passes before delivery, the campaign may be cancelled, and the amount still held for its hires returns to your wallet.

Once a creator submits a delivery, including a draft, you cannot cancel that hire yourself: the payment can be refunded only if Purple Cow decides so on a dispute or a refund request (Sections 7 and 10). Hire refunds are made as wallet credit.

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): if you paid for the campaign by card and no creator was hired within the 30 days, while the campaign stayed eligible and active, we automatically credit the campaign’s most recent card payment to your wallet. AI Campaigns are not covered. No compensation is due after the 30-day period.

3.4 Paid-Ad Licences

The licence fee is part of the hire price. If the hire is refunded before its final approval, the licence fee is refunded with it. Once a licence has started, it is not refundable, and unused months are not refunded, unless the law requires it. A renewal is charged from your wallet when you buy it and is not refundable.

3.5 Extras

Extra revision rounds: rounds you did not use are refunded to your wallet automatically when the video is approved or rejected, or when you cancel the campaign. Rounds already used are not refunded.

On-site upgrade: refunded with the hire until the on-site session is confirmed complete; not refundable after.

Rush delivery: refunded with the hire until the creator submits; not refundable after. A rush credit used on a hire is not given back if the hire is cancelled.

AI Studio orders: not refundable once the order is placed. If Purple Cow cannot deliver an order, you can request a refund, which we review.

Promotional credit: not refundable.

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 & CREATOR PURCHASE REIMBURSEMENT 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 Creator Purchase Reimbursement (Business funds creator purchase)

If you choose Creator Purchase Reimbursement and send an amount so the creator can buy the product: the amount is released to the creator only after they upload proof of purchase and it is approved. If the proof is not uploaded and approved within 7 days of the funding, the funding is cancelled and the funded amount returns to your wallet. Once proof is approved and the amount is released, it is not refundable, except in cases of verified fraud.

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. Open a dispute before the delivery is approved. Except for the video step of a posting campaign, a delivery is approved automatically 3 days after it is submitted unless you approve it, ask for an edit or open a dispute first. After approval the payment is released and cannot be refunded.

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 Credit Expiration

Paid and bonus credit from a Pack does not expire. Rush credits expire 90 days after they are granted, and promotional credit on the date its offer states. An expired credit cannot be used or refunded. See the Pack Expiration Policy.

9.2 Refunds for Pack Purchases

If a refund is approved for a Pack, Purple Cow refunds the unused paid credit of that Pack only, less a 25% administration fee. Bonus and rush credits are not refundable; the Pack’s bonus credit is removed from your wallet when the Pack is refunded, and Purple Cow may also remove its unused rush credits. Purple Cow does not refund any value already received (services consumed, delivered or used).

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: no paid credit from the Pack remains unused; the credit is bonus, rush or promotional credit; fraud or abuse is detected; or usage violates the Terms & Conditions.

9.4 Unused Wallet Balance

Paid wallet balance you have not used, from a Pack or a top-up, can be refunded on request, less a 25% administration fee. Bonus, rush and promotional credits, and credit Purple Cow added to your wallet as a refund or compensation, are not refundable. The form shows the fee and the amount you would receive before you send the request.

For more information, see the Pack Expiration Policy.

10. HOW TO REQUEST A REFUND

To request a refund or compensation, use Wallet → Request a refund in the Platform, or email 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.