Dispute resolution policy

Disputes have a 7-day window after deliverable submission. Keepface reviews evidence from both sides and resolves within 5 business days. 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

The 7-day auto-approval clock pauses immediately. Influencer is notified to respond.

Resolution timeline

Both sides respond within 3 business days (extensions on request)
Keepface reviews within 5 business days
Decision is final unless new evidence emerges

What Keepface decides

Approve, money releases to influencer
Refund, money returns to brand
Split, partial refund (e.g. half the deliverables met spec)