Refunds, cancellation and disputes

Effective date: 16 September 2026

Version: 1.0

This policy forms part of your agreement with ITTOR LTD, a company registered in England and Wales under number 17000531, whose registered office is at 128 City Road, London, EC1V 2NX, United Kingdom, and should be read with the Terms of Use and the Creator Terms. Where they conflict, the Terms prevail.

Understanding the sequence explains everything else in this policy.

The Creator issues an Invoice. It is valid for 72 hours.

The Client pays. The Task moves to In progress. The amount is not paid to the Creator at this point.

The Creator delivers.

The Client accepts or declines. If the Client does nothing for 5 calendar days, the work is accepted automatically.

On Acceptance the amount, less Commission, is credited to the Creator's Balance as Pending.

After a 5-day holding period it becomes Available and the Creator may request a withdrawal.

The amount therefore sits with the Platform between payment and Acceptance. That is what protects both sides: the Client does not pay a Creator who never delivers, and the Creator does not deliver to a Client who never pays.

Cancelling a Brief. A Brief that has not resulted in a paid Invoice can be abandoned at any time at no cost. Drafts are saved and can be deleted.

Withdrawing a Request. A Request can be withdrawn before the Creator accepts it. A Request not answered within 24 hours is declined automatically.

An Invoice you do not want. Do not pay it. It expires after 72 hours. You can ask for a revised Invoice through the dialogue; a new Invoice cancels the previous unpaid one automatically.

No charge arises until you pay an Invoice.

3.1 Once an Invoice is paid, the Creator is entitled to begin work and to be paid for the work agreed. A payment is not refundable simply because you have changed your mind.

3.2 If the Creator does not deliver by the date on the Invoice, contact them through the dialogue. If there is no delivery and no agreement to extend within 5 days of the stated date, raise a dispute and we will refund you in full.

3.3 If the Creator withdraws from a Task after payment, you are refunded in full. We will also offer you a fresh Match.

3.4 If the Client and the Creator agree to cancel, tell us through the dialogue. We will refund the Client in full, less any amount the parties agree is due for work already done.

3.5 Additional Assignments are treated as separate items. Cancelling one does not affect the main Task, and cancelling the main Task after payment does not automatically refund a paid Additional Assignment.

4.1 On delivery you have 5 calendar days to accept or decline. We remind you 24 hours before the window closes.

4.2 Accepting requires a comment of at least 20 characters and a rating from 1 to 5. Acceptance is final: it releases the amount to the Creator and closes the Task.

4.3 If you do nothing, the work is accepted automatically at the end of the 5 days and the amount is released. Automatic acceptance has the same effect as acceptance.

4.4 Declining also requires a comment of at least 20 characters and a rating. It moves the Task to Dispute. No amount is credited to the Creator and the matter comes to us.

4.5 Decline only where there is a real problem with the work. Declining to obtain a discount, or to obtain the deliverables without paying, is a breach of the Terms of Use.

5.1 What we look at

We review the Brief, the Invoice and its itemised scope, the dialogue, the files delivered, the delivery date, and the reasons given by each side. We may ask either party for further information and will give a reasonable time to respond.

5.2 What we decide

5.3 How we decide

The central question is whether the delivered work corresponds to the scope on the Invoice and to the Brief. Matters we weigh include:

whether each item of the itemised scope was delivered;

whether delivery was on time;

whether the objection concerns scope that was never agreed — in which case it is a request for an Additional Assignment, not a defect;

whether the Client's requirements changed after the Invoice was issued;

whether the Creator was given a fair opportunity to correct the problem; and

the professional standard reasonably expected at the price agreed.

Subjective dissatisfaction with creative direction, where the work matches the agreed scope and the Brief, is not by itself a ground for refund. Where a Brief was ambiguous, that ambiguity is generally not held against the Creator.

5.4 Timing

We aim to acknowledge a dispute within 2 business days and to decide within 10 business days of receiving the last submission from either party. Complex disputes may take longer and we will say so.

5.5 Effect of our decision

Our decision determines how the amount held is released or refunded. It does not determine the legal rights of the Client and the Creator against each other, which are unaffected and may be pursued elsewhere.

5.6 Disagreeing with a decision

Either party may ask us to review a decision within 10 days, giving reasons. A review is carried out by someone other than the original decision-maker wherever practicable. Creators may also use the complaint process in the Creator Terms.

6.1 Refunds are made to the original payment method. We cannot refund to a different card, to a different person or by another method.

6.2 Approved refunds are processed within 5 business days. The time for the amount to appear depends on your bank and can be a further 5 to 10 business days.

6.3 Where a refund is ordered after the amount has already been credited to a Creator's Balance, we recover it by set-off against the Creator's Balance in accordance with the Creator Terms.

6.4 Our Commission is refunded to the Client together with the principal amount where a dispute is decided in the Client's favour.

7.1 If you believe a payment was wrong, raise it with us first. We can usually resolve it faster than your bank.

7.2 Where you raise a chargeback with your card issuer, the Task concerned is suspended and any related amount on the Creator's Balance is placed on hold until the chargeback is resolved.

7.3 A chargeback raised in respect of work that was delivered and accepted is a breach of the Terms of Use. We will provide the card scheme with the Brief, the Invoice, the delivery record and the Acceptance record.

8.1 A payment declined because a limit would be exceeded is not a refusal of service. Your Task and the Invoice are preserved and you are told the amount concerned and when the restriction lifts.

8.2 A payment blocked because verification is incomplete is likewise preserved. Complete verification and the payment button becomes available.

8.3 No money is taken in either case.

9.1 A declined withdrawal request is not a forfeiture. The amount returns to Available and the Creator is given the reason.

9.2 Where a payout fails because the payment details given were incorrect or belong to a closed account, the amount returns to Available once the funds come back to us. This can take up to 30 days. Any fee charged to us for a failed payout caused by incorrect details may be deducted.

9.3 Payouts cannot be recalled once sent. Check payment details before confirming.

10.1 Nothing in this policy affects your statutory rights.

10.2 Where you are a consumer resident in the EU or the UK, you may have a right to cancel certain distance contracts within 14 days. That right applies to the contract for the work, which is with the Creator, not with us. Where you ask for work to begin within the cancellation period and it is fully performed, that right may be lost. The Creator will tell you where this applies.

10.3 Where you are a Client acting for business purposes, the consumer cancellation rights do not apply.

support@task-era.com

ITTOR LTD, 128 City Road, London, EC1V 2NX, United Kingdom