Refund and Cancellation Policy

01

Operator, scope and priority

Popriva is operated by Lost Hills LLC, doing business as Popriva, formed in Wyoming, United States. Public mailing address: 1480 Colorado Blvd, Ste 200A #209, Los Angeles, CA 90041, United States. Contact: [email protected].

Effective date: October 22, 2026; applies when this version is presented for new activity and accepted where agreement is required. Document version: 2026-10-22-legal-1. These terms do not replace your previously accepted booking agreement.

This policy covers Popriva marketplace bookings and supplements /terms, /artist-terms and /creator-terms. It does not replace mandatory consumer, cardholder or other legal rights. Historical purchases keep their original accepted pricing and refund terms; new policies do not silently reprice them.

02

Funding is different from a refund

A planning budget is not money captured. A Checkout return is not conclusive funding evidence. A refund request, released reservation, internal available balance and completed provider refund are different states. We reconcile the provider transaction and booking ledger before describing a refund as completed.

If payment was captured but a booking cannot open, contact support. Captured money must be reconciled and treated under the applicable agreement and mandatory law; a failed browser screen is not a basis to keep money without an underlying entitlement.

03

Declined, expired and unaccepted invitations

A creator has 48 hours to accept a funded invitation. When it is declined or expires without acceptance, the associated unearned gross allocation becomes eligible for refund after the applicable obligations and reconciliation checks. Payment does not guarantee acceptance.

If you cancel before acceptance, we review the current booking state and any completed cancellation process rather than assuming a support message cancelled the invitation. A creator acceptance and cancellation may be close in time; the recorded transaction and accepted obligations determine the next step.

04

Accepted work and cancellations

After acceptance, the creator has committed to the recorded brief and 48-hour submission deadline. A cancellation request requires assessment of performance, accepted terms, any authorized costs, the reason for cancellation and mandatory law. It does not automatically extinguish valid earnings or entitle either party to free work.

If the creator misses a submission or revision deadline, the booking may expire or require support review. We examine submission evidence, verification, the accepted scope and any recorded issue before deciding whether an allocation is unearned. Safety, rights restrictions and platform removals require a case-specific assessment. If work has been accepted, cancellation does not automatically cancel the creator’s valid payment rights. We review the accepted brief, work actually completed, the reason for cancellation and mandatory law. Payable completed work and an evidenced proportionate resolution are protected; unearned unused allocations may be returned after reconciliation. There is no automatic cancellation penalty or payment for unperformed work unless expressly agreed and lawful.

05

Review, corrections and disputed quality

A verified submission has a 72-hour artist review window. Request an in-scope correction within the agreed remaining revision allowance, approve the work, or raise a specific dispute before that window ends. Each agreed revision has a 48-hour submission window. A request for a different concept or extra usage rights is not an ordinary correction.

Automatic approval requires a verified current submission, valid funding and clear dispute and safety checks. After approval, fixed-price earnings have no additional three-day validation hold. A later rights, safety or performance concern can still be investigated; it does not automatically reverse approval, freeze released funds or create a creator clawback.

A refund or correction for nonconforming work is determined from the evidence, accepted contract and applicable rights. Disliking a compliant video’s reach or commercial result alone does not establish nonperformance because views, streams and sales are not guaranteed.

06

Unused gross funding and commission

Unused gross funding is not earned creator income and earns no creator commission. For example, if $150 was funded and $100 gross was earned, $50 is unused before any separately lawful adjustment. The creator’s private commission does not reduce the artist’s unused-funds refund.

Only allocation free of accepted obligations, unresolved disputes and necessary reconciliation can be treated as available for refund. Resolve holds promptly and proportionately; a hold is not permission to retain money indefinitely or miss a statutory refund deadline. Historical unearned bonus funding follows its accepted original terms; new fixed-price bookings include no view-bonus allocation.

07

Amount, tax and payment method

Refunds must identify the affected booking, original captured amount, earned and unearned allocation, approved adjustments and the resulting amount. Current creator-commission purchases have no added artist service fee. Historical added fees and any refundable tax follow the disclosed original contract and applicable law. Popriva supplies a transaction receipt for the payment it administers and an invoice for its own service fees where required. The legally responsible supplier supplies any required invoice for the creator service. Each party remains responsible for its legally owed taxes. Any tax collected at purchase must be identified before payment; a checkout that collects no tax does not establish exemption. Popriva must determine any collection, withholding and reporting duties before enabling transactions for a market.

Ordinarily, an approved refund is submitted through the original payment route where supported and legally appropriate. If that route cannot be used, support will explain and verify a lawful alternative. We will not request payment-account passwords. Currency conversion or third-party bank costs depend on the original transaction and provider terms; they cannot be invented or deducted without a lawful basis.

08

Processing time and confirmation

We aim to initiate an approved refund within five business days after the decision and any necessary payment reconciliation. This is a processing target, not a guaranteed bank-arrival date; mandatory legal deadlines take priority. Any shorter mandatory legal deadline takes priority. Submission of a provider refund and bank posting are separate; bank processing can vary. The confirmation should identify the refund amount, currency, provider status and reference where available. Contact support if the stated processing period passes without the expected result.

09

Chargebacks, fraud and reversals

We may hold affected unreleased activity while investigating a payment dispute, suspected fraud, provider reversal or safety issue where lawful and proportionate. Avoid duplicate recoveries: inform support of an existing card dispute so the same transaction is not refunded twice.

A chargeback is not by itself proof of creator wrongdoing. Popriva initially administers payment-provider disputes and chargebacks. It may seek a correction or recovery from a creator only to the extent supported by that creator’s attributable fraud, non-performance, an actual payment error or another express obligation in the accepted agreement that applicable law permits. We provide the grounds, amount and available evidence, allow a reasonable opportunity to respond or appeal, and preserve the audit trail. A complaint alone does not authorize recovery, unrelated earnings are not automatically forfeited, and these terms do not create an unrestricted bank-debit authority. A ledger correction does not itself authorize an unrestricted bank debit. Support statements do not directly move balances; financial changes require the proper recorded process.

10

Consumer withdrawal and remedies

Where consumer distance-contract rules apply, you may have a statutory withdrawal period and remedies for deficient or undelivered services. The checkout must supply the applicable trader information, cancellation instructions and any required model form. A personalized creative service is not automatically exempt from every consumer rule.

Starting performance during a statutory withdrawal period may require an express request and specific disclosures. Loss of a withdrawal right after full performance requires any conditions imposed by applicable law. The general purchase checkbox and mere creator acceptance are not assumed to establish those conditions. Where applicable law gives a consumer a withdrawal period, the consumer receives the required information and any separate request to start work early before that work starts. Any loss or proportionate reduction of withdrawal rights must satisfy the applicable service-contract rules and be separately recorded; a generic booking checkbox is not a waiver. If the necessary process is not available, the service must not start early on the assumption that the consumer has waived a right. Nothing here waives a right that law makes mandatory.

11

How to request a review

Use the booking support route or [email protected]. Provide the booking identifier, original payment reference if available, affected creator account, a concise description, relevant evidence and the remedy requested. Do not send full card details. We may request proportionate information to verify authority and investigate.

Request a refund or review through the relevant booking or [email protected], identifying the transaction and requested outcome. We aim to acknowledge within three business days and issue a reasoned decision within 15 business days, or explain a genuine need for more time. Statutory deadlines and urgent safety cases take priority. You may ask for a different authorized reviewer; provider disputes and mandatory legal remedies remain available. You may challenge a factual error or supply new evidence. Contacting us does not remove regulator, court, provider or mandatory complaint rights. Closing an account does not cancel a valid claim or completed refund obligation.