Disputes & Chargebacks Policy

1. What this policy covers

Disputes can arise from any of the following transaction types:

• Sponsored collaborations — paid briefs funded by an advertiser and delivered by a creator.

The parties involved may be fans, creators, or advertisers, and any of them may raise or be the subject of a dispute.

2. How to raise a dispute

To raise a dispute, email hello@vyndle.co with the transaction reference and a short description of the issue. We aim to acknowledge new disputes within 2 business days. We aim to resolve most disputes within 10 business days, though complex matters — for example those involving a chargeback, third-party investigation, or law-enforcement request — may take longer. We'll keep you informed in writing throughout.

3. Sponsored-collaboration disputes

When an advertiser funds a paid brief, the funds are held by our payment provider until the creator submits the agreed deliverable and the advertiser approves it. Approval releases the funds to the creator. If the advertiser does not respond, the funds release automatically once 7 days pass with no approval and no dispute.

Either party may raise a dispute with Vyndle at any point within that 7-day window. Raising a dispute pauses the auto-release while we mediate. Possible outcomes are:

• Full release to the creator.
• Partial release to the creator with the remainder refunded to the advertiser.
• Full refund to the advertiser.

Vyndle facilitates the payment flow but is not a party to the creative deliverable itself. If a dispute arises, both sides are encouraged to work it out directly; Vyndle may act as an intermediary but cannot guarantee a particular outcome. See our Advertiser Registration Policy for the full brief and funding lifecycle.

4. Chargebacks (card-scheme disputes)

A chargeback is a reversal of a payment initiated by the cardholder's card issuer, not by Vyndle. If you have a billing issue, please contact us first. Filing a chargeback with your bank or card issuer without first contacting us may result in immediate suspension of your account while we investigate. You can reach us at hello@vyndle.co. In almost every case we can resolve the issue faster than a chargeback.

When a chargeback is filed, Vyndle preserves moderation logs, content history, and transaction records as evidence to support chargeback disputes and law-enforcement requests, and cooperates with our payment provider to contest the chargeback through the card scheme.

If a chargeback is decided against Vyndle, the consequences for the counterparty are:

• For sponsored collaborations, the funds are recovered from the held funds for the relevant campaign, or from future payouts if those held funds have already been released.

5. Bad-faith disputes and friendly fraud

Most disputes are raised in good faith. A small number are not. We treat repeated chargebacks where the cardholder received and benefited from the service (“friendly fraud”) as a breach of our Terms. Repeated bad-faith disputes — whether raised through Vyndle or directly with a card issuer — are grounds for account suspension and, where appropriate, referral to our payment provider or law enforcement. See our Content Monitoring Policy for the broader enforcement framework.

6. What Vyndle can and cannot guarantee

Vyndle mediates disputes, preserves evidence, and cooperates with our payment provider and law enforcement. We cannot guarantee a particular outcome on a peer-to-peer creative deliverable dispute — for example whether a piece of sponsored content is “good enough” — because we are not a party to that creative judgement. Our role is to apply a fair process and to ensure that the financial and policy consequences of the outcome are properly carried out.

7. Australian Consumer Law non-derogation

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law or any other law that cannot be lawfully excluded or limited. See section 11 of our Terms & Conditions for the governing law that applies between you and Vyndle.

8. Changes to this policy

We may update this policy from time to time. When we make material changes, we will notify affected users by email or via an on-platform banner before the changes take effect.

9. Contact

Questions about a dispute, a chargeback, or this policy? Email hello@vyndle.co.