Refund & Dispute Policy

Last Updated: [DATE]

This policy explains how Creedo handles missing offer credits, disputed transactions, and refund requests.

1. Missing Offer Credits

When an offer doesn't credit:

Offer credits depend on third-party advertiser tracking systems. Sometimes credits are delayed or missed due to:

  • Tracking interference: Ad blockers, VPNs, cookie-clearing, or incognito mode can break offer tracking.
  • Incomplete requirements: The offer may have specific steps (e.g., reach level 10, make a purchase) that were not fully completed.
  • Advertiser processing delays: Some offers take 24-72 hours (or longer) for the advertiser to confirm completion.
  • Technical issues: Occasional tracking failures on the advertiser's end.

What to do:

  1. Wait at least 24 hours after completing the offer before filing a dispute. Many credits arrive within this window.
  2. If the credit has not appeared after 24 hours, go to Wallet > Credit Disputes and submit a dispute.
  3. Provide the following evidence:
    • Screenshot showing you completed the offer requirement (e.g., in-game level reached, app installed)
    • Date and approximate time of completion
    • The device you used
  4. Our team will investigate and respond within 3-5 business days.

Dispute outcomes:

  • Approved: Points are credited to your account.
  • Denied: If the advertiser cannot confirm completion, the dispute is denied. We will explain why.
  • Pending: In some cases, we escalate to the advertiser for manual review. This can take up to 14 business days.

Tips to avoid missing credits:

  • Disable ad blockers before starting an offer.
  • Do not use a VPN or proxy.
  • Do not clear cookies or switch devices during offer completion.
  • Always open offer links directly from Creedo — do not copy/paste URLs.
  • Complete all listed steps for the offer before expecting credit.

2. Withdrawal Disputes

Withdrawal pending longer than expected:

  • New users: First withdrawals are subject to a 48-72 hour review period. This is a fraud prevention measure.
  • Standard processing: PayPal (1-2 business days), Visa prepaid (1-3 business days), Amazon gift cards (instant after review).
  • If your withdrawal has been pending beyond these timeframes, contact support.

Withdrawal denied or reversed:

Withdrawals may be denied if:

  • Your account has been flagged for suspicious activity.
  • Identity verification (KYC) has not been completed or has failed.
  • The withdrawal exceeds your current limits (new users: $50/month, verified users: $500/month).
  • Your payment method information is incorrect.

If a withdrawal is denied, you will receive a notification explaining the reason and next steps.

3. Refunds

Creedo does not issue refunds for:

  • Points that were correctly credited and then redeemed.
  • Points forfeited due to account termination for Terms of Service violations.
  • Time spent on offers that did not credit (disputes are the correct channel for these).
  • Expired points from inactive accounts.

Creedo may issue refunds or corrections for:

  • System errors that incorrectly deducted points from your account.
  • Duplicate withdrawal charges caused by platform bugs.
  • Cases where a withdrawal was processed to an incorrect payment method due to a platform error.

To request a correction, contact [SUPPORT_EMAIL] with details of the issue.

4. Referral Commission Disputes

  • Referral commissions are subject to a 30-day hold period.
  • If a referred user's account is terminated for fraud during the hold period, the associated referral commission is forfeited.
  • If you believe a referral commission was incorrectly denied, contact support with the referred user's username and the date of their signup.

5. Escalation

If you are unsatisfied with the resolution of any dispute:

  1. Reply to the dispute resolution email requesting escalation.
  2. Your case will be reviewed by a senior team member within 5 business days.
  3. Escalation decisions are final.

6. Contact

  • In-app: Wallet > Credit Disputes (for missing credits)
  • Email: [SUPPORT_EMAIL] (for all other issues)
  • Response time: 1-3 business days for initial response