Folio uses an escrow system — meaning a brand's money is held securely until they approve the content. In most cases, a "refund" is simply the return of funds that were never released in the first place. Once a brand approves and downloads content, the transaction is complete and no refund is available. This policy sets out exactly when funds are returned and when they are not.
Because Folio uses an escrow payment model, refunds work differently from a traditional purchase. When a brand places an order, their payment is held securely and not released to the creator until the brand approves the delivered content.
This means that in many situations, returning funds to a brand is simply a matter of releasing the escrowed payment back to them — rather than reversing a completed transaction. Folio's refund policy sets out the circumstances under which this happens.
Once a brand approves and downloads content, the transaction is considered complete and final. No refund is available after approval and download under any circumstances.
A brand is entitled to a full refund of the escrowed payment in the following circumstances:
If a creator does not deliver content within the agreed turnaround time and does not communicate a valid reason, the brand may cancel the order and receive a full refund of escrowed funds.
If a brand cancels an order before the creator has confirmed acceptance and begun work, a full refund of escrowed funds will be issued. Once a creator has confirmed and begun work, this refund is no longer available.
If a creator fails to respond to communications for an extended period and does not fulfil the order, the brand may raise a dispute and claim a full refund of escrowed funds.
If a brand raises a dispute and Folio's resolution team determines that the content delivered does not meet the agreed brief and a revision has not resolved this, Folio may issue a full or partial refund at its sole discretion.
No refund will be issued in the following circumstances:
Once a brand has approved content and it has been downloaded, the transaction is complete and final. No refund is available under any circumstances after this point.
If a brand simply decides they no longer want the content after the creator has begun work, no refund is available. The creator has committed their time and resources to fulfilling the order.
If the delivered content genuinely meets the agreed brief and package description, a refund will not be issued on the basis of subjective preference alone. A revision can be requested through the platform.
If a brand provides an incomplete or vague brief and the creator delivers content that is reasonable given the information provided, a refund will not be issued. Brands are responsible for the quality and completeness of their brief.
Folio is not responsible for products lost or damaged during shipping. If a product does not arrive, the brand may reship or cancel the order — but the shipping cost is not covered by Folio. Brands are advised to use tracked shipping and retain proof of postage.
Folio's platform commission is non-refundable in all circumstances once a transaction has been initiated, except in cases where Folio determines a full refund is appropriate due to platform error.
In some circumstances, Folio's resolution team may determine that a partial refund is the fairest outcome. This may occur where:
The decision to issue a partial refund, and the amount of that refund, is made entirely at Folio's sole discretion following a review of evidence submitted by both parties. Folio's determination is final within the platform.
To request a refund, brands must raise a dispute through the Folio platform within the specified dispute window for their order. Refund requests made outside of this window may not be considered.
When raising a dispute, brands should provide:
Folio will review all evidence submitted and aim to reach a determination within 5 working days of receiving a complete submission from both parties.
Where a refund is approved, escrowed funds will be released back to the brand's original payment method via Stripe. Folio initiates this release promptly upon determination.
Once Folio has initiated the release, the time taken for funds to appear in the brand's account is determined by Stripe and the brand's bank or card provider. This is typically 5 to 10 business days. Folio is not responsible for delays in this process once the release has been initiated.
Folio acts as a neutral facilitator in all refund decisions. We are not an advocate for brands or creators — our role is to review the facts and make a fair determination based on the evidence available.
Folio is not liable for any losses, costs, or damages incurred by either party as a result of a refund decision or the refund process. By using Folio, both brands and creators accept that Folio's determination on refund matters is final within the platform.
Nothing in this policy limits either party's right to pursue legal remedies against the other party through appropriate legal channels. Folio is not a party to any such proceedings.