Refund policy

This policy covers contract funding refunds processed through Fluencity's Stripe-backed payment flow.

It does not cover refunds for subscription products or payment flows that may be introduced separately.

Refunds can be requested by authorized brand users for the organization that funded the contract, or by admin operators acting within platform controls.

Unauthorized users and unrelated organizations cannot refund another organization's contract funding.

A refund request requires a valid Stripe-backed contract payment. If the contract does not have a Stripe-backed payment order, Fluencity cannot process a refund.

Refund requests are supported for payment orders in funded, partially allocated, released, or disputed states.

Refunds are blocked while a payout release is actively processing. Queued payout releases may be canceled if a refund is requested before payout processing finishes.

Fluencity submits the refund request to Stripe. If Stripe confirms the refund immediately, the payment order and ledger are updated in-platform.

If the provider returns a pending outcome, the final state may be confirmed later through webhook updates.

Where creator transfers have already been created, Fluencity may attempt transfer reversals through the payment provider where the flow supports it, but provider constraints still apply.

Queued creator payouts may be canceled when the underlying contract payment is refunded.

A refund does not automatically resolve the underlying commercial or performance dispute between participants; it only addresses the payment flow that Fluencity manages.

Refund and payout outcomes may be affected by provider rules, account status, and whether funds were already released.