This policy explains how refunds and cancellations work on the CollabScene Platform operated by Sundown Digital Solutions. It applies in conjunction with our Terms of Service.
1. What you can buy
Core use of CollabScene is free. Creators do not pay to join, apply, be discovered or rank organically, and brands do not pay to post qualified briefs or to see every applicant. CollabScene takes no commission on collaborations and does not collect, hold, route or disburse creator compensation, so there is nothing to refund on the free tier.
There are two paid products, both one-time and both tied to a single brief:
- Campaign Unlock — unrestricted bulk applicant workflow and full applicant export on that brief.
- Brief Boost — distribution of that brief to matched creators, with reporting afterwards.
See our Service Delivery policy for what delivery means and how long it takes for each of these products.
2. Campaign Unlock
If a Campaign Unlock payment succeeds but the brief is not unlocked, contact us within seven days. We will restore access within two business days or, at your option, issue a full refund.
Once the unlock is working, or has been used, it is non-refundable except where required by law. An Unlock belongs to the specific brief chosen at checkout and cannot be transferred to another brief or account.
3. Brief Boost
Before you pay for a Boost we give you a written quote stating the minimum number of eligible creators we will notify, the targeting criteria, the channels used and the send window. That minimum is the commitment.
If we cannot notify that confirmed minimum within the agreed window, you choose: one replacement send at no cost, or a full refund. Brief Boost does not guarantee applications, and a Boost that delivered its confirmed minimum is not refundable on the basis of how many creators chose to apply.
4. Timelines
We respond to refund requests within two business days and initiate approved refunds within five business days. Refunds are returned to the original payment method. Your bank or payment provider may take additional time to post the funds to your account, which is outside our control.
5. Cancellation of your account
You may cancel your CollabScene account at any time by emailing support@collabscene.com. Account cancellation removes your profile from the marketplace and stops any further billing. Cancelling your account does not automatically refund completed purchases — a Campaign Unlock or Brief Boost already delivered remains non-refundable except as set out above.
6. Disputes about a refund
If you disagree with a refund decision, write to us at support@collabscene.com and we will review it. We respond within two business days and initiate approved refunds within five business days. Where a refund is approved and originally paid through Razorpay or another payment processor, the refund is issued to the original payment method and may take additional time to appear depending on your bank or card issuer.
7. Contact us
For any question about refunds or cancellation, email support@collabscene.com.