Refund and clawback policy

Top-up refunds (Company wallet)

Refundable:

• Duplicate Stripe charge from a single click
• Bank-side decline that still credited the wallet (rare)
• Failed compliance review that prevented use

Not refundable:

• “I changed my mind” once KPC is in the wallet
• Bonus KPC (it’s promotional, never withdrawable)

Escrow refunds (campaign)

Triggers:

• Influencer misses the deadline beyond grace
• You win a dispute (full or partial refund per Keepface decision)
• Influencer voluntarily cancels mid-campaign

The original Stripe charge is not refunded; the KPC returns to your wallet, where it can fund another campaign.

Affiliate commission clawback

If a customer refunds an order that produced a commission:

• Inside holdback (typically 30 days), pending commission is cancelled before it ever moves to available
• After holdback, commission is debited from the influencer’s wallet (adjustment entry, negative)

If the influencer’s wallet doesn’t have enough to cover the clawback, it sits as negative balance, recouped from the next earnings.

Intelligence Unlock refunds

Automatic for inactive profile, stale data, or duplicate within 24 hours. Manual review for genuine data mismatch within 14 days.

Related

• Anti-fraud and velocity rules
• Influencer affiliate clawback rules