This Refund & Dispute Policy explains when refunds may be available for Purchases of Videos on Kollabr (the "Platform"), how to request one, and how disputes about Videos are handled. Because a Video is digital content delivered electronically, a Purchase is generally final once the download is unlocked — but there are situations, set out below, in which we will consider a refund. This Policy forms part of our Terms of Service and should be read together with them.
1. Overview & scope
This Policy applies to Purchases of Videos made by Brands (Buyers) on the Platform. It also explains how we handle disputes, chargebacks and Creator payment queries.
A Brand's Purchase is from Kollabr: the Brand pays Kollabr to run its campaign and supply the Video, and Kollabr separately pays the Creator for their work from Kollabr's own funds. Kollabr does not hold money on behalf of any Brand or Creator. Card payments are processed by our Payment Partner (NjiaPay). Defined terms used here (such as Brand, Creator, Video, Preview, Purchase, Price, Platform Fee and Payout) have the same meaning as in the Terms of Service, the Brand / Advertiser Terms and the Creator Agreement.
2. Digital goods & the cooling-off position
A Video is digital content delivered electronically. Before you buy, you can watch a watermarked Preview to decide whether the Video meets your needs. Once you complete a Purchase, the full Video unlocks for download.
Consumers sometimes have a 7-day "cooling-off" right to cancel certain electronic transactions under the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). However, under sections 42 and 44 of ECTA, that 7-day cooling-off right does not apply to digital content or data once it has been accessed or downloaded. Because a Video is exactly that kind of digital content, and it unlocks for download the moment your Purchase completes, a Purchase is generally final once the download is unlocked. By completing a Purchase you acknowledge this position. This does not affect any other rights you may have under South African law that cannot be excluded — see section 9.
3. When we WILL consider a refund
Even though Purchases are generally final, we will consider a refund (in whole or in part) where, for example:
- the Video file is missing, corrupt, or will not download because of a fault on our side or the Platform;
- you were charged in error or charged twice for the same Purchase;
- the Video materially differs from what was delivered or shown, or was misrepresented (for example the delivered file is not the Video you previewed and bought); or
- the Creator is found to have breached their warranties — for example the Video infringes a third party's intellectual property, image or other rights, or contains content the Creator was not entitled to supply.
We assess each request on its facts. Where we grant a refund, the Creator's invoice for that Video may be cancelled, or an amount Kollabr has already paid the Creator may be recovered from the Creator, as set out in the Creator Agreement.
4. When refunds are NOT given
We will not normally give a refund where:
- you simply changed your mind after the Video was downloaded or accessed;
- the Video did not perform as hoped in-market (for example it did not get the engagement, reach or sales you wanted) — performance is not guaranteed and is not a fault in the Video;
- the issue results from your own breach of these terms — including any prohibited attempt to download, screen-record, scrape, capture or otherwise misuse a Preview or Video, or to circumvent the watermark or protections; or
- you are asking to "return" a Video you have already downloaded for reasons that fall outside section 3.
5. How to request a refund
To request a refund, email support@kollabr.co.za within 7 days of the Purchase. Please include:
- your order reference and the Brief / Video concerned;
- the reason for your request and which situation in section 3 it falls under; and
- any supporting detail (for example a description of the fault, screenshots, or error messages).
What happens next. We will acknowledge your request and review it, which may include contacting the Creator and the Payment Partner. We aim to respond within 7 business days. If we approve a refund, it will be made by Kollabr to the original payment method or as otherwise agreed; any cancellation of the Creator's invoice or recovery from the Creator is a matter between Kollabr and the Creator. If we decline, we will explain why.
6. Disputes about a Video
A Brand's Purchase contract is with Kollabr, and Kollabr's payment obligation to the Creator is a separate matter between Kollabr and the Creator. If a genuine dispute arises about a Video or a Purchase, we will investigate it in good faith with both the Brand and the Creator.
- The Purchase price is paid to Kollabr through our Payment Partner (NjiaPay) and is Kollabr's own revenue; Kollabr separately owes the Creator their fee under the Creator's invoice. Nothing is held in escrow pending the Brand's approval of a Video, so a Purchase is not conditional on the Brand being satisfied — but where a genuine dispute is raised before Kollabr has paid a Creator's invoice, Kollabr may delay paying that invoice while it investigates.
- Where a refund is granted under section 3, the refund is made by Kollabr and the Creator's share is recovered from the Creator — by agreement, by set-off against future Payouts, or as a debt owed to Kollabr. Creators agree to this in the Creator Agreement.
- We may suspend a Creator's ability to receive further Payouts, or suspend the account, while a genuine dispute, complaint or suspected fraud is being investigated.
- We may ask both the Brand and the Creator for information to resolve the dispute, and we expect both to engage with us in good faith.
7. Chargebacks
If you think you are entitled to a refund, please contact us first at support@kollabr.co.za so we can investigate and, where appropriate, resolve it directly. Raising a chargeback with your bank or card provider before contacting us makes disputes harder to resolve.
Abusive or fraudulent chargebacks — for example reversing payment for a Video you have downloaded and are using — may lead to suspension or termination of your account, recovery of amounts owed, and the withholding of any related Payouts pending investigation.
8. Creator non-payment / payout disputes
If you are a Creator and believe a Payout for a completed Purchase is missing, delayed or incorrect, please email support@kollabr.co.za with your account details and the invoice number or Purchase reference. We will investigate and explain the position.
Your Payout is paid by Kollabr, from its own funds, by EFT to the bank account on your profile, against the invoice generated for each sale. It reaches you after the Purchase in accordance with our payment runs, so the most common causes of a missing or misdirected Payout are incomplete or incorrect banking details on your profile. Timing after we pay is governed by your bank.
Please note that payment of an invoice may legitimately be delayed, withheld or recovered from you where a refund or chargeback is granted, where there is a genuine dispute or suspected fraud, or where required by law. Once any such matter is resolved in your favour, the invoice will be paid in the normal way. Your Payout is the Price less the Platform Fee applying to your plan at the time of the Purchase — 15% on the free plan, 12% on Pro and 10% on Ultimate, as set out in the Terms of Service.
8.1 Subscription fees
Subscription fees for paid plans are separate from Purchases of Videos.
- Cancelling a plan stops future renewals. It is not a refund of the period you have already paid for, and you keep that plan until the period ends.
- We will refund a subscription charge where you were charged in error or charged twice, or where a renewal was taken after you had already cancelled.
- We will consider a pro-rata refund where a paid feature was unavailable for a sustained period because of a fault on our side.
- We do not normally refund a period simply because it went unused.
- To request one, email support@kollabr.co.za with the date and amount of the charge.
9. Complaints & governing law
If you are unhappy with how a refund or dispute has been handled, you can escalate it by emailing support@kollabr.co.za and asking for your complaint to be reviewed. We will deal with complaints fairly and as promptly as we reasonably can.
This Policy and any related dispute are governed by the laws of the Republic of South Africa, and the South African courts — specifically the Western Cape Division of the High Court — have jurisdiction. Nothing in this Policy excludes or limits any rights you may have under the Consumer Protection Act 68 of 2008 ("CPA") or other South African law that cannot lawfully be excluded. Where the CPA applies to you, your statutory rights are not affected by this Policy.
Questions about this document? Email support@kollabr.co.za.