Refund Policy

Effective Date: 01 April 2026

This Refund Policy applies to all bookings, services, and transactions made through HeyCreativ.

1. General Policy

HeyCreativ acts as a platform connecting customers with creatives and service providers. Refunds are handled in line with the type of booking, the stage of work completed, and the reason for cancellation or non-delivery.

Refunds are not automatically guaranteed and will only be issued where this policy applies or where required by law.

2. Booking Fees and Service Fees

Any platform service fee, booking fee, processing fee, or similar charge collected by HeyCreativ is non-refundable unless:

  • the booking is cancelled by HeyCreativ,
  • the creative is unable to provide the service,
  • or a refund is required by applicable law.

3. Customer Cancellations

If a customer cancels a booking, the refund amount will depend on how far in advance the cancellation is made:

  • More than 7 days before the booking: a refund may be issued, less any non-refundable fees.
  • 3 to 7 days before the booking: a partial refund may be issued, depending on any work already started or costs already incurred.
  • Less than 72 hours before the booking: no refund may be issued, unless the creative agrees otherwise or the law requires it.

If the creative has already purchased materials, started work, travelled, or reserved time for the booking, those costs may be deducted from any refund.

4. Creative Cancellations

If the creative cancels a confirmed booking and is unable to provide a suitable replacement or reschedule, the customer will normally be entitled to a refund of the amount paid for the service, excluding any non-refundable fees unless otherwise required by law.

5. No-Show Policy

If the customer does not attend the booking or is unavailable at the agreed time, the booking may be treated as completed and no refund will be due.

If the creative does not attend the booking without valid reason, the customer may be entitled to a refund.

6. Unsatisfactory Service

If a customer believes the service was not delivered as agreed, they must notify HeyCreativ within 48 hours of the booking being completed.

We may request supporting information such as:

  • photographs or videos,
  • written explanation,
  • communication records,
  • and any other relevant evidence.

Refunds for unsatisfactory service will be assessed fairly on a case-by-case basis. HeyCreativ may offer a partial refund, full refund, credit, or another suitable remedy.

7. Digital Services and Custom Work

Refunds for digital services, custom designs, completed editing work, branding work, or other personalised services may be limited or unavailable once work has started, because these services are tailored to the customer's requirements.

8. Duplicate or Incorrect Payments

If a customer is charged twice, charged incorrectly, or makes a payment in error, HeyCreativ will investigate and, where applicable, refund the duplicate or incorrect amount.

9. Refund Processing Time

Approved refunds will be processed within a reasonable period, usually 7 to 14 business days, depending on the payment method and financial institution.

Please note that bank processing times may cause additional delays outside HeyCreativ's control.

10. Chargebacks

Customers are encouraged to contact HeyCreativ first before initiating a chargeback or payment dispute. Unresolved issues should be reported to us so that we can investigate and attempt to resolve the matter fairly.

11. Changes to This Policy

HeyCreativ may update this Refund Policy from time to time. Any changes will take effect once published on our platform or website.