Dispute Resolution Policy

If a brand and creator disagree about a Campaign, this is how we investigate and resolve it — including how protected funds get released or returned.

1. When you can open a dispute

Either a brand or a creator can open a dispute on a Campaign when:

• The creator hasn't delivered by the agreed deadline
• The Deliverable doesn't match the agreed brief
• The brand has rejected a Deliverable and the creator disagrees with that rejection
• There's suspected fraud, fake engagement, or misrepresentation
• A payment or payment protection issue needs investigation

2. How the process works

1. Open the dispute — either party raises it through the platform, with supporting evidence (brief, messages, Deliverable, screenshots).
2. Payment protection freeze — the Campaign's protected funds are frozen the moment a dispute opens. No release happens until the dispute is resolved.
3. Response window — the other party gets a set window to respond with their own evidence.
4. Review — our team reviews both sides against the agreed Campaign brief and platform records.
5. Outcome and release — payment protection is released according to the outcome (see below).

3. Possible outcomes — this is the load-bearing part

A dispute resolves in one of these ways:

• Creator failed to deliver, or the brand's rejection is upheld → the brand's protected funds are returned to the brand. This is the dispute-resolution path that replaces an on-demand refund — it only happens through this process, not by request.
• Creator's delivery is upheld as meeting the agreed brief → payment protection releases the Payout to the creator, minus the creator commission, even if the brand remains unsatisfied for reasons outside the brief.
• Partial delivery or shared fault → we may propose a partial release — part of the protected amount released to the creator, the remainder returned to the brand — where the evidence supports a split outcome.
• Mutual resolution → the brand and creator agree on an outcome themselves (for example, a revised Deliverable or a mutually agreed split), and we execute the agreed release.

Every outcome is payment protection doing its job — moving funds to whichever side the evidence supports — not a discretionary favor to either party.

4. Timelines

Exact day-counts are pending internal ops sign-off — placeholders will be filled before publish.

5. Evidence we consider

• The original Campaign brief and agreed terms
• Messages exchanged on-platform
• The submitted Deliverable(s)
• Delivery timestamps
• Prior Campaign history between the two parties, where relevant

We rely on on-platform records. Off-platform agreements (e.g., informal WhatsApp changes to the brief) are hard for us to verify — keep Campaign changes on-platform wherever possible.

6. Appeals

If either party disagrees with the outcome, they can request a one-time review by escalating to info@influora.in within [X days — TBD] of the decision. This is an internal appeal, not a substitute for legal remedies either party may have under Indian law.

7. What this policy does not cover

• Disputes about the Platform fee or commission amount (these are fixed per our Pricing page, not disputable per Campaign)
• Criminal conduct, which we may separately report to authorities
• Disputes between users and our payment processor, Razorpay, directly (handled under Razorpay's own terms)

8. Relationship to our Payment protection & Refund Policy

This policy and our Payment protection & Refund Policy work together: the Payment protection & Refund Policy explains that funds move only through payment protection release or a dispute-resolution outcome, and this policy explains exactly how that outcome is reached. Read both before funding or accepting a Campaign.

9. Contact

To open a dispute, use the in-platform dispute flow on your Campaign. For general questions, contact info@influora.in.

10. Changes to this policy

We may update this policy as our dispute process matures. We'll post updates here with a new "Last updated" date.