Refund Policy

What this covers

The only thing you can buy on Mutuall is a creator package: a set number of different verified creators each make and publish their own disclosed post about you. A package is a one-time purchase — there is no subscription, nothing renews, and nothing is charged again. Tokens are earned by making posts, never sold, and are covered separately at the bottom of this page.

Refunds are handled by a person, not a button

There is no self-serve cancel button, and we want to be straight about why: the moment you pay, real creators start taking your slots and doing real work. A one-click cancel would let an order be pulled after people had already made posts for it. So every refund is reviewed by our team instead — email [email protected] with your order and what went wrong, and a human will read it.

What we refund

Slots no creator has started. If you change your mind, we refund the part of your package that nobody has begun working on.

Anything we fail to deliver. If we cannot fill your remaining slots in a reasonable time — supply is real people, and sometimes there are not enough of them in your niche — we refund those slots in full, and we will tell you rather than leaving you waiting.

Posts that do not stand up. If a delivered post is taken down inside its first three days, or the required paid-partnership disclosure is removed, that slot does not count as delivered. We reopen it for another creator, or refund it if you would rather we did not.

Anything charged in error. Duplicate charges and technical failures are refunded in full, no questions asked.

What we do not refund

Slots already delivered. Once a creator has made your post, you have approved it, they have published it on their own account with the disclosure, and we have verified it, that slot has been fulfilled — a real person did real work and earned their token for it. We cannot take that back.

Work already in progress, purely on a change of mind. If a creator is mid-draft on your material, that slot is not automatically refundable. Tell us what happened and we will look at it.

Results. We do not promise followers, reach, engagement, or sales, and we do not refund because a post did not perform the way you hoped. What we sell is the process: verified creators, drafts you approve before anything is published, disclosed posts, and honest reporting of what happened.

Rejected or non-compliant campaigns. If a campaign is declined because its subject matter is not allowed under our Terms of Service, we refund it in full and no work begins. If an order is closed for abuse of the Service, it is not refundable.

How a refund works

Email [email protected] from the address on your account. We aim to reply within two business days. Approved refunds are issued through Stripe back to the card you paid with; how quickly it lands is up to your bank, typically five to ten business days.

When we issue a full refund, the unfilled remainder of that campaign is closed automatically and no new creator can take a slot on it. Creators who were already mid-work when the refund happened may still finish and still earn their token — their work was real, and that cost is ours, not theirs and not yours.

Tokens

Tokens are earned by making posts for other members, or granted by us to get new members started. They are not sold and cannot be bought, they have no cash value, and they cannot be exchanged for money or transferred. They also never expire, and we do not confiscate tokens you have earned. If you withdraw a campaign before a creator starts on it, your tokens are returned to you immediately.

Before you file a chargeback

Please talk to us first. A chargeback freezes the order and helps nobody; almost everything people file one for is something we would have simply fixed or refunded. We answer every email.

Your statutory rights

Nothing in this policy limits any refund or cancellation right you have under the consumer law that applies where you live. Where that law gives you more than this policy does, that law wins.

Contact

Questions about an order or a refund? Email [email protected] — our team handles every order personally.