Dispute resolution policy

A dispute is a flag you raise with a reason, and there is no clock on it. Keepface reviews the evidence from both sides and then releases the money or refunds it. Brief compliance is the test, subjective taste is not.

Valid dispute reasons

Deliverable not posted, or posted to the wrong platform
Missing required brief elements (hashtag, CTA, brand mention, disclosure)
Wrong post type (Reel vs Story vs Post)
Posted before agreed start or after deadline (without grace)
Clear technical defect (audio missing, wrong aspect ratio for the requested format)

Invalid dispute reasons

Performance (“only got 8K views instead of 50K”), performance isn’t a deliverable failure
Subjective preference (“I’d have shot it differently”), unless the brief specified the angle
Brand changes mind mid-campaign, once the influencer accepts and delivers per brief, the contract holds

How to raise a dispute

Inside the campaign’s submission card → Dispute
Pick reason from list
Attach evidence, brief excerpts, screenshots, comparisons
Submit

Raising a dispute marks the escrow hold as disputed and stores your reason. Nothing releases automatically while it is disputed, and the influencer is notified to respond.

Resolution

Both sides are asked for their evidence
Keepface reviews it and resolves the hold by hand, there is no timer that decides it for you
The decision is final unless new evidence emerges

While a deliverable is waiting for your approval, Keepface nudges you after two days and escalates after four. Those reminders never approve anything on your behalf.

What Keepface decides

Release, the money in the hold goes to the influencer
Refund, the money returns to the brand wallet