Cancellation & Refund Policy

1. General approach

StreetCreator aims to resolve cancellations and refunds fairly based on the confirmed booking, the stage of work, evidence of performance, non-recoverable costs, payment-provider status and applicable law. A refund is not automatic merely because a buyer changes their mind after work has begun, and a creator is not entitled to retain payment for work that was not provided as agreed.

2. Before work begins

Where a buyer requests cancellation before the creator has materially started work or incurred agreed non-recoverable costs, StreetCreator may approve cancellation and a full or substantially full refund, subject to payment-provider processing and any clearly disclosed non-refundable external charges.

If the creator has already reserved a time-sensitive production date, purchased approved materials, booked third-party resources or incurred other agreed non-recoverable costs, those facts may be considered when determining the refundable amount.

3. After work has started

Where meaningful work has already been performed, a cancellation may result in a partial rather than full refund. StreetCreator may consider completed work, approved milestones, submitted drafts or proofs, time-sensitive reservations, agreed external costs and whether the delivered value can reasonably be used by the buyer.

4. Creator cancellation

If a creator cannot provide the booked service and no acceptable alternative arrangement is agreed, the booking may be cancelled. Where the buyer has not received usable work or value, the buyer will generally be eligible for a refund of the affected amount, subject to payment-provider processing. Repeated unjustified creator cancellations may affect marketplace privileges.

5. Non-delivery

A buyer may raise a dispute where a creator materially fails to deliver the booked service by the agreed date and does not reasonably cure the failure or agree a revised date. StreetCreator may review messages, booking terms, production dates, submitted evidence and buyer-caused delays before determining whether cancellation or refund is appropriate.

6. Materially deficient delivery

Where work is delivered but materially fails to match the confirmed scope, the preferred first remedy may be correction or an included revision where this can reasonably resolve the issue. If the deficiency is substantial and cannot reasonably be corrected, a partial or full refund may be considered based on the usable value delivered and the evidence available.

Subjective preference alone does not necessarily establish non-delivery where the creator substantially followed an approved brief, reference, scope or direction.

7. Buyer-caused cancellation or delay

Refunds may be reduced or unavailable where the buyer prevents delivery by failing to provide required access, materials, approvals or attendance; materially changes the brief after work begins; cancels a time-sensitive booking at short notice after resources were committed; or otherwise causes costs or completed work that were reasonably incurred under the booking.

8. Completed and accepted services

Services that have been fully delivered and accepted are generally not refundable merely because the buyer later changes their mind. This does not limit rights that cannot legally be excluded or prevent review of fraud, serious misrepresentation, unauthorised transactions or other exceptional circumstances.

9. Milestones

For milestone-based projects, completed and accepted milestones may be treated separately from future or disputed milestones. A cancellation may therefore affect only the undelivered portion of a project where that is fair and technically possible.

10. External and non-recoverable costs

Where a booking includes clearly agreed third-party or production costs such as venue fees, permits, travel commitments, rentals, materials, talent, crew or other external expenses, amounts already and legitimately incurred may be non-refundable to the extent they cannot reasonably be recovered. Evidence may be requested.

11. How to request cancellation or a refund

For an active booking, use the StreetCreator booking dispute or support workflow where available. The request should identify the booking, explain the issue, state the requested resolution and provide relevant evidence such as messages, agreed scope, files, timestamps or proof of non-delivery.

Where a booking-specific workflow is unavailable, contact info@splashmaxcreative.com.

12. Review process

StreetCreator may request information from both buyer and creator and may review booking records, payment status, messages, delivery evidence, revisions, deadlines and other relevant information. Possible outcomes include continued delivery, revision, cancellation without refund, partial refund, full refund, rejection of an unsupported request, or another agreed resolution.

13. Refund processing

Approved refunds are processed through the available payment-provider workflow or other lawful supported rail. StreetCreator cannot guarantee the time taken by a bank, card network, mobile-money operator or payment provider to make an approved refund visible to the buyer.

Where the original payment has not settled, has already been reversed, or is subject to a chargeback or provider investigation, the refund workflow may differ.

14. Creator settlement and refunds

An unresolved dispute, approved cancellation, refund, reversal or chargeback may prevent or delay creator settlement eligibility. If a refund issue arises after settlement has already started or completed, StreetCreator may place the booking into dispute and handle recovery or reconciliation through the applicable provider, agreement and legal process rather than silently rewriting a completed payout.

15. Chargebacks and payment disputes

Buyers should use StreetCreator's dispute process for ordinary service disagreements before initiating a payment chargeback where reasonably possible. Fraudulent or abusive chargebacks may result in account restrictions. Nothing in this policy prevents a buyer from exercising rights available through a payment provider or applicable law.

16. Fraud and unauthorised payments

Suspected unauthorised transactions, account takeover or payment fraud should be reported promptly. StreetCreator may restrict the relevant account or booking while the matter is investigated and may cooperate with the payment provider or lawful authorities.

17. Consumer and statutory rights

This policy does not exclude, restrict or replace rights that cannot lawfully be excluded under applicable Kenyan law or other mandatory law that applies to a transaction.

18. Contact

For cancellation, refund or booking-dispute questions, contact info@splashmaxcreative.com and include the booking reference where available.