Refund Policy

Refunds for campaigns

This Refund Policy applies to payments for promotion campaigns ordered by Clients — artists, labels and brands — and processed by Paddle, our merchant of record. It explains when you can get your money back. (Creators in our creator program are paid by us and are not covered by this policy.)

Full refund before a campaign starts

You can cancel and receive a full refund at any time before your campaign starts — that is, before any Creator has been assigned and before any Reel has been published for your order. Just email us at oi@q25.io and we will refund the full amount through Paddle to your original payment method.

After a campaign has started

Once your campaign has started, the fee is non-refundable, because we immediately begin paying Creators and reserving their slots. Instead of partial refunds, we protect your order in two ways:

• We replace lost Reels. If individual Reels fail verification, show signs of fraud, or are removed during the campaign, we replace them and continue the campaign at no extra cost.
• We keep going until it is delivered. If we have not delivered the full number of verified Reels within the target window, the campaign continues for free until the full number is delivered (our Delivery promise).

If we cancel a campaign

We may, at our own discretion, decline or cancel a campaign at any time — before or after it has started — for example if we cannot source enough Creators in your chosen market, or if for any other reason we cannot complete it. If the campaign had not started, or nothing had been delivered yet, you receive a full refund. If it had already partly run, we refund the undelivered part proportionally. In that case this refund is your sole remedy and we have no further obligation.

How to request a refund

To request a refund, email us at oi@q25.io with your order details. Approved refunds are issued through Paddle to your original payment method, usually within a few business days. Nothing in this policy limits any refund rights you may have under Paddle’s buyer terms or under mandatory consumer law, which always apply where required. This Refund Policy is part of our Terms of Service.