Refund & Dispute Policy

Version 2026-10-27 · Last updated: November 2026

This Refund & Dispute Policy explains how subscription billing, 14-day free trials, client invoice payments, Pay-to-Unlock master file releases, and transaction fees are handled on Delivami.

1. Studio Subscription Plans & 14-Day Free Trials

• 14-Day Free Trial: New Creator, Pro, and Studio subscriptions include a 14-day free trial. You may cancel your subscription at any time during the 14-day trial window from your billing dashboard without being charged.
• Subscription Renewals: Paid subscriptions are billed in advance on a monthly or annual cycle via Paystack. Except where required by applicable law or in the case of a verified billing error, paid subscription charges are non-refundable, and we do not issue prorated refunds or credits for partial billing periods or unused storage capacity.
• Cancellation & Downgrades: When you cancel or downgrade a paid plan, your workspace retains full access to its current tier features until the end of the paid billing cycle, after which it transitions rather than generating a mid-cycle refund.

2. Client Invoice Payments & Escrow Clearing

When a client pays a Creator’s invoice or milestone via card, bank transfer, or Mobile Money (MTN MoMo, Telecel Cash, AirtelTigo, Safaricom M-Pesa), the funds are processed by Paystack and credited to the Creator’s Delivami settlement ledger:

• Escrow Clearing Windows: Settled client payments remain in a clearing status for 7 days on the Creator plan, 3 days on the Pro plan, and 0 days (instant clearing) on the Studio plan before moving to the Creator’s withdrawable balance.
• Partial & Milestone Payments: Delivami supports partial and milestone invoice payments. Master files linked to a final delivery invoice unlock only when the invoice balance is paid in full.

3. Creative Disputes & Pay-to-Unlock Deliverables

Delivami provides the technical infrastructure for watermarked streaming reviews and automated Pay-to-Unlock file encryption, but Delivami is not a party to the creative contract and does not act as an arbitrator for creative quality disputes.

• Review Before Payment: Clients are able to inspect watermarked video streams, high-resolution proofs, and audio previews—and request revisions—before settling an invoice.
• Irreversibility of Unlocked Master Files: Because paying a Pay-to-Unlock invoice immediately decrypts and grants the client access to download uncompressed master deliverables (such as ProRes video cuts, RAW photo archives, vector packages, or lossless WAV stems), Delivami will not unilaterally reverse or refund a settled invoice once master files have been unlocked unless:
  1. The Creator explicitly authorizes and initiates a refund to the client; or
  2. Delivami is compelled to do so by a verified banking chargeback, confirmed payment fraud investigation, or binding legal order.

4. Non-Refundable Processing & Transfer Fees

Underlying payment network, Mobile Money, and interbank transfer fees (GHIPSS, NUBAN, KEPSS, EFT, and international card network fees) charged by payment processors are non-refundable once a transaction is executed. If a Creator issues a refund to a client, the original payment processing and platform transaction fees cannot be recovered.

Where a client paid via a local Mobile Money rail or instant bank transfer that does not support automated gateway reversals, approved refunds must be settled directly between the Creator and the Client.

5. Billing Errors & Duplicate Charges

Every invoice settlement on Delivami is protected by cryptographic idempotency checks so a single Paystack payment reference is never credited twice. If you believe an accidental duplicate charge or subscription billing error has occurred, please contact billing@delivami.com within 30 days of the transaction with your payment reference, and our finance team will investigate and issue a refund where verified.