Refunds & Disputes Policy

1. Our role in disputes

Viralix is a vertical marketplace, not an employer, agent, or law firm. We provide tools for Clients and Creators to collaborate and, where necessary, we may help facilitate resolution of disputes. However, the service contract for each project is primarily between the Client and Creator.

We are not obligated to resolve every dispute, but we may review information available on the Platform and make a good‑faith decision about refunds or payout adjustments where funds are still under our control. Our decisions are based on this policy, our Terms of Service, and the information provided by both parties.

2. Payments, "escrow‑like" flow, and release

Unless otherwise stated, Clients pay through our third‑party payment provider at the time of order or according to the schedule shown at checkout. Funds are typically held in an internal "escrow‑like" flow until:

• the Client approves the final deliverables; or
• a resolution is reached under this policy (for example, partial refund); or
• the payment is automatically released after a defined period with no dispute raised.

We may also hold or delay payouts to Creators where there is a reasonable suspicion of fraud, abuse, or significant policy violations, as described in our Terms of Service.

3. Revisions before refunds

Most issues can and should be resolved through revisions rather than refunds. Each project or package specifies the number of revisions included and the expected scope (for example, "up to 2 rounds of revisions on script and pacing").

Before requesting a refund, Clients agree to:

• give the Creator a fair opportunity to address clear, specific feedback within the agreed revision rounds;
• keep feedback aligned with the original brief and agreed scope (for example, not introducing a completely new product or concept mid‑project); and
• communicate via the Platform so there is a record of expectations and deliverables.

Creators agree to make reasonable efforts to apply feedback within the agreed scope and timelines.

4. When refunds may be considered

Because Viralix facilitates bespoke creative work, refunds are not automatic. However, we may consider partial or full refunds in situations such as:

• Non‑delivery – the Creator fails to deliver any meaningful drafts or final work within a reasonable time after the agreed deadline, without a valid explanation or mutually agreed extension.
• Material deviation from scope – the deliverables are substantially different from what was clearly agreed in the package and brief (for example, wrong product, wrong format, or ignoring key, documented constraints) and the Creator is unwilling or unable to correct this within the agreed revisions.
• Proven policy violations – there is clear evidence that the Creator used unlicensed assets, violated our Content & IP Policy, or engaged in serious misconduct that reasonably undermines the value of the deliverables.

We may also suggest partial refunds where some value has been delivered but there are unresolved issues or delays. The exact outcome depends on the specifics of each case and the information provided by both parties.

5. When refunds are generally not available

Refunds are normally not offered in the following situations:

• Change of mind – the Client simply no longer wants the deliverables after work has started or has been completed, despite them matching the agreed scope.
• Scope creep – the Client requests significant changes or entirely new concepts beyond the agreed scope or included revision rounds, without agreeing to additional fees.
• Lack of performance guarantees – the ads or content created do not achieve specific performance targets (for example, ROAS, CTR, or sales), since creative services cannot guarantee business outcomes.
• Late feedback – the Client does not provide timely feedback, materials, or approvals, causing delays or making revisions impractical.
• Post‑acceptance – the Client has explicitly approved the final deliverables or has used them in live campaigns, unless there is a later proven policy or IP violation.

6. How to raise a dispute

If a Client or Creator cannot resolve an issue through normal communication and revisions, either party may ask Viralix to review the situation while funds are still under our control.

To raise a dispute, you should:

• use the Platform's project or dispute features to initiate the dispute request and describe your concern and what you are requesting.
• if the issue is urgent or cannot be handled through the Platform, contact us at support@viralix.video with:
  • a link or reference to the project;
  • a clear summary of the issue (for example, non‑delivery, mismatch with scope); and
  • supporting evidence, such as brief details, messages, and drafts.

You should raise disputes as soon as reasonably possible after the issue arises. If funds have already been fully released and a long time has passed, our ability to assist may be limited.

7. Our review process and possible outcomes

When we review a dispute, we will typically:

• review the original brief, package description, and relevant policy pages;
• review communication and files shared via the Platform; and
• ask both parties for clarifications if needed.

Based on this, we may decide that:

• the Creator is entitled to the full payout;
• a partial refund to the Client and partial payout to the Creator is appropriate; or
• a full refund to the Client is appropriate.

Our decision about how to allocate funds still under our control is final for the purposes of the Platform, but does not prevent either party from pursuing other remedies available under applicable law outside the Platform, where permitted.

8. Chargebacks and reversals

Clients agree not to initiate chargebacks or payment reversals without first trying to resolve issues in good faith via the Platform and, if necessary, through this Refunds & Disputes Policy.

If a chargeback is raised in circumstances that we reasonably consider abusive or in breach of our Terms of Service, we may:

• suspend or limit the Client's account;
• withhold future payouts or balances to offset losses, where legally permitted; and
• provide relevant information to the payment provider to contest the chargeback.

9. Relationship to legal rights

Nothing in this Refunds & Disputes Policy limits any non‑waivable statutory rights you may have under applicable law, such as mandatory consumer rights in certain jurisdictions. If such rights apply, they will prevail to the extent of any conflict with this policy.

10. Changes to this Refunds & Disputes Policy

We may update this Refunds & Disputes Policy from time to time. When we make material changes, we will take reasonable steps to notify you (for example, by updating the "Last updated" date or showing a notice on the Platform).

Your continued use of the Platform after the updated policy becomes effective means you agree to the changes.