The short version
- Nothing delivered, you get your money back. If a Creator does not deliver by the deadline and no extension is agreed, the Deal closes and the Deal Amount is refunded to the Brand (clause 1.3).
- Delivered and approved, no refund. Once a Brand approves the content, or lets the 7-day review period pass, the money is released to the Creator (clause 1.5).
- Problem with the content? Ask for a revision or open a dispute within the 7-day review period. We look at both sides and decide whether to release, refund or split the money (clause 1.4).
- Creator plans can be cancelled any time. Monthly plans run to the end of the month you paid for. Yearly plans need 20 Business Days' notice and are refunded as clause 2.3 explains.
- Joining is free. You only pay a processing fee when a Brand funds a paid Deal, or a gifting fee to confirm a Gifting Deal.
- CreatorMatch does not sell or ship products. Shipping and returns of gifted products are between the Brand and the Creator (clause 4).
This page summarises the rules in our Terms and Conditions (mainly clauses 9, 10 and 11). If anything here differs from the Terms, the Terms apply. Words with capital letters, such as Deal, Brand and Creator, mean what they mean in the Terms.
1. Deal payments (Brands)
1.1How the money moves. A Brand pays the Deal Amount plus the Processing Fee through the Platform. Our Payment Partner (at the date of this page, Stitch) holds the Deal Funds, separate from CreatorMatch's own operating funds, until they are released to the Creator or refunded to the Brand.
1.2Before the Deal is funded. A Deal is Funded only once the payment has cleared. Creators should not start work until it shows as Funded.
1.3If nothing is delivered. If the Deadline passes with nothing Delivered on the Platform, and the Brand and Creator have not agreed an extension on the Platform, the Deal closes and the Deal Amount is refunded to the Brand's original payment method (or by another method if that is not possible). The Processing Fee is not refundable, unless the law requires it or we decide otherwise.
1.4If the content is delivered but not right. After Delivery the Brand has a Review Period of 7 days to approve the content, ask for a revision, or open a dispute. One round of revisions is included unless the Deal says otherwise. If a dispute is opened before the money is released, we look at the Brief, the Deal terms, the chat, the content and any evidence, and decide in good faith whether the Deal Funds go to the Creator, back to the Brand, or are split between them. That decision is final as far as the Deal Funds we hold are concerned (Terms, clause 10).
1.5After approval. When a Brand approves the content, or does nothing within the Review Period, the content is treated as accepted and the Deal Funds are released to the Creator. After that the Brand cannot get a refund through the Platform, including because it has changed its mind, the content did not perform as hoped, or its campaign has changed.
1.6Any other case. In any other case we refund Deal Funds only if both the Brand and the Creator agree on the Platform, or a CreatorMatch Decision under clause 10 of the Terms requires it.
1.7How long a refund takes. We start an approved refund as soon as we reasonably can. Refunds go back to the payment method that was used, and can take several business days to show, depending on the bank, card issuer and our Payment Partner. We may delay a refund while a dispute, a payment investigation or a chargeback is open, or while we or our Payment Partner need to verify details, or if the law requires it (Terms, clause 9.10).
1.8Chargebacks. Please use the dispute process rather than reversing the payment with your bank. A Brand that reverses a payment must repay it, and we may suspend the accounts involved until it is sorted out (Terms, clause 9.12). The exception is a payment made without your authority, such as a stolen card. Tell us and your bank straight away if that happens.
1.9Currency. All amounts are in South African rand. Any bank, card or currency conversion charges your bank adds are not refundable by us.
2. Creator subscriptions
2.1Plans. Creators can join free on the Starter plan, or pay for Growth or Pro, monthly or yearly. Current prices and what each plan includes are on our pricing page.
2.2Cancelling a monthly plan. A monthly Subscription is billed monthly in advance and renews each month until cancelled. You can cancel at any time. Cancellation takes effect at the end of the month you have paid for, you keep your plan benefits until then, and you then move to Starter. We do not refund part-months, unused swipes or other unused benefits, except where the law requires it.
2.3Cancelling a yearly plan. A yearly Subscription is paid once, in advance, for 12 months, and costs less than 12 monthly payments. You can cancel it at any time by giving us 20 Business Days' notice by email. You keep your plan benefits until the notice ends and then move to Starter. We then refund what you paid, less the monthly price of your plan for each month, or part of a month, from the start of your year to the end of the notice. This deduction only takes back the yearly discount: if it comes to more than you paid, you get no refund but owe nothing more.
2.4Yearly plan renewal. Between 40 and 80 Business Days before a yearly Subscription ends, we tell you the date it ends, any changes that would apply after that, and your options. Unless you tell us to end it or choose another year, it then continues as a monthly Subscription at the monthly price at the time.
2.5Cooling-off. If the Electronic Communications and Transactions Act gives you a cooling-off right, you may cancel a Subscription within 7 days of buying it by emailing us, and we will refund what the Act requires. You ask us to start your Subscription immediately, so the Act's exception for services that have already begun may apply.
2.6Failed payments. If a Subscription payment fails, we may retry it and may move you to Starter until it is paid.
2.7Price changes. We give at least 30 days' notice of any increase in Subscription prices. If you do not agree, you can cancel before it takes effect.
3. Fees
3.1Processing Fee (Brands). About 3% of the Deal Amount when a Brand funds a paid Deal. It is shown before you pay. It is not refundable, unless the law requires a refund or we decide otherwise.
3.2Gifting Fee (Brands). A flat R99 per Creator when a Brand confirms a Gifting Deal. It is shown before you pay and is not refundable, unless the law requires a refund or we decide otherwise. Gifting Deals carry no Processing Fee and no Agency Fee.
3.3Agency Fee (Creators). A percentage of the Deal Amount, deducted when Deal Funds are released to the Creator. It is earned in full on release and is not refundable. No Agency Fee is charged on money refunded to a Brand, and where money is split it applies only to the part released to the Creator.
3.4Registering, posting Briefs, swiping, Matching and chatting are free. We do not charge a fee to process a refund.
4. Shipping and returns
4.1CreatorMatch is an online platform that connects Brands and Creators. We do not sell, stock, hold or deliver physical products, so we have no shipping policy or returns policy of our own.
4.2Content. What a Brand pays for is digital content, delivered through the Platform. It is not shipped and cannot be "returned". If the content is not what was agreed, use the revision and dispute process in clause 1.4.
4.3Gifted products. In a Gifting Deal, the Brand sends the Creator a product or service. The Brand and Creator arrange shipping, delivery and any return of the product between themselves. We do not hold or inspect products and are not responsible for products that are lost, late, damaged or defective (Terms, clause 8.11). Questions about a gifted product should go to the Brand that supplied it.
5. Your rights under South African law
5.1Nothing on this page limits any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002, where they apply to you. If the law gives you a right to a refund that this page does not, you get the refund the law requires.
5.2If you are not happy with how we handled a refund or cancellation, tell us and we will look at it again. You can also complain to the National Consumer Commission or the Information Regulator, depending on the matter. Our complaints process is in clause 27 of the Terms.
6. How to ask us
6.1Email hello@creatormatch.co.za with "Refund or cancellation" in the subject line. Tell us the email on your CreatorMatch account, which Deal or plan it is about, and what you would like us to do. For a Deal, it is quickest to open a dispute on the Platform within the Review Period as well.
6.2To cancel a plan, you can also email us the same way. A yearly plan needs 20 Business Days' notice by email (clause 2.3).
| Company | Ben Rodrigues Enterprises (Pty) Ltd, trading as CreatorMatch |
|---|---|
| Registration number | 2024/281497/07 |
| Address | 7 Spray Avenue, St Francis Bay, Eastern Cape, 6312, South Africa |
| hello@creatormatch.co.za | |
| Telephone | 063 688 2309 |
Version history
Version 1.0, effective 5 November 2026: first published as a plain-language summary of the refund and cancellation rules in our Terms and Conditions.