Trust centre

Cancellation & Refund Policy

The practical rules for cancellations, refund eligibility, processing fees, and timelines.

Current version

June 2026

Written for clarity. If anything feels ambiguous, contact our team before committing to a campaign.

1. General payment terms

All payments are processed through Stripe or other supported payment service providers. By completing a transaction, the customer agrees that:

  • All payments are processed electronically via FPX, debit/credit cards, or supported e-wallets
  • The platform does not store any sensitive payment information
  • Upon successful payment, customers will receive a payment confirmation via email

2. Payment processing flow

  1. Customers select a service/campaign package
  2. Customers are redirected to a secure payment page via Stripe
  3. Customers enter required payment details
  4. Bank or payment provider verifies and processes the transaction
  5. If successful: payment confirmed, receipt issued, transaction records updated

3. Settlement

Funds are processed by the payment gateway before being settled to Vantora Creative Sdn Bhd. Settlement schedule is subject to Stripe's policies.

4. Refund policy

4.1 Refund eligibility

Refund requests will only be considered under the following conditions:

  • The refund request is made within 24 hours from the time of successful payment
  • The transaction was successful but the service cannot be delivered
  • Technical errors such as duplicate charges (double payment)
  • Other exceptional cases approved at the discretion of management

After the 24-hour period, all transactions are considered final and non-refundable, except in special cases approved by management.

4.2 Refund charges

  • All approved refunds are subject to a 1.5% processing fee based on the transaction amount
  • This fee covers payment gateway processing costs and is non-refundable
  • The final refund amount will be deducted accordingly

4.3 Refund process

  1. All refund requests must be submitted to hello@crea-match.com
  2. Once approved, the refund will be processed via the payment gateway system
  3. Refunds will be returned to the original payment method
  4. Processing time: 7–28 business days depending on bank or payment provider

4.4 Non-refundable cases

Refunds will not be granted for:

  • Requests made after the 24-hour refund window
  • Services that have already been delivered or fulfilled
  • Violation of terms of use
  • Payment methods that do not support refunds

5. Transaction cancellation

Transactions may be cancelled in cases of:

  • Suspected fraudulent activity
  • Technical or system errors
  • Instructions from the payment gateway or financial institution

6. Dispute handling

Any payment-related disputes must be reported to hello@crea-match.com. Transaction records, receipts, and system logs will be used as reference for dispute resolution.

7. Policy updates

Vantora Creative Sdn Bhd reserves the right to update this policy at any time. Customers are encouraged to review this policy periodically.

8. Campaign credits refund

Campaign Credits are non-refundable once purchased. In exceptional circumstances, refund requests must be submitted within 24 hours of purchase and are subject to a 1.5% processing fee.

9. Referral rewards

Referral rewards are non-refundable once paid out. Rewards are subject to cancellation if fraudulent activity is detected.

Contact

hello@crea-match.com

Vantora Creative Sdn Bhd (202501019613 (1621026-X))