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Rebooking & Refund Policy

Effective Date: Nov. 7, 2022

This Rebooking & Refund Policy explains how we will assist with rebooking an integration and how we handle refunds when a Creator cancels an integration or another issue disrupts the integration.

What happens if a Creator cancels before start date

If a Creator cancels an integration prior to the start date, their advertiser will automatically receive a full refund. If a Creator cancels 30 days or less prior to start date, and the advertiser contacts us, we will also assist the advertiser with finding comparable or better integrations.


What happens if another issue disrupts an integration

Other issues must be reported to us no later than 72 hours after discovery. If we determine that an issue has disrupted the integration, we will provide a full or partial refund and, depending on the circumstances, may assist the advertiser with finding comparable or better integration. The amount refunded depends on the severity of the issue, the impact on the advertiser, the portion of the integration completed, and whether the advertiser obstructed completion of the integration. If the advertiser decides to cease completion because of an issue and contacts us we will offer assistance with finding comparable or better integration.


What Issues are covered

The term “Issue” refers to these situations:

  • Creator cancels the integration prior to start date.
  • Creator fails to provide justification for previously requested documentation.
  • Creator fails to disclose in the Listing that the Creator does not have declared audience metrics.
  • Creator is involved in potential legal repercussions which may impact the advertisers brand perception.  
  • Page (or listing) contains a material inaccuracy such as:
    • Incorrect entertainment type (e.g. movie, music, etc).
    • Incorrect influencer profile (e.g. claiming to be someone else).
    • Incorrect distribution (e.g. claiming distribution without having it secured).
    • Inaccurate audience metrics (e.g. location, size, demographics).

    How claims work

    To be eligible for rebooking assistance or a refund, the advertiser who made the reservation may submit a claim by contacting us. Claims must be made to us no later than 72 hours after discovery of the Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Creator. We will determine whether an Issue has occurred by evaluating available evidence.

    How this Policy affects Creators

    If a Creator cancels an integration or another Issue disrupts the integration, the Creator will either receive no payout or will have their payout reduced by the amount of the refund to their advertiser. 

    In most circumstances we will attempt to confirm an advertiser’s claim with their Creator. Creators can also dispute am Issue by contacting us.


    Other things to be aware of

    This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the integration’s cancellation policy. Before submitting a claim, whenever feasible, the advertiser must notify the Creator and try to resolve the Issue directly with their Creator. In connection with resolving the issue, advertisers can request refunds directly from Creators. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Creator. We may also provide advertisers with the option of applying the value of a canceled integration to a new integration, or of receiving integration credit, in lieu of getting a cash refund.

    Where an advertiser demonstrates that timely reporting of an Issue was not feasible, we may allow for late reporting of the Issue under this Policy. Issues that are caused by the advertiser, co-workers, or their teams are not covered by this Policy. Submitting a fraudulent claim violates our Terms of Service and may result in account termination.

    Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that Advertisers or Creators may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any Advertiser or Creator. All rights and obligations under this Policy are personal to the booking Advertiser and Creator of the integration and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service.

    While these guidelines don’t cover every possible scenario, they’re designed to offer general guidance on HOLLYFY’s community policies.

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