1. Overview

At TIMA, we strive to provide the best experience for brands and influencers using our platform. Our refund policy is designed to ensure fairness and transparency while protecting both parties. Please read this policy carefully before making any transactions.

2. Eligibility for Refunds

Refunds are available under the following conditions:

2.1 For Brands (Advertisers & Agencies)

Brands that use TIMA Connect to launch influencer marketing campaigns may be eligible for refunds in the following situations:

1. Campaign Cancellation Before Execution – If a campaign is canceled before any influencer has been approved and no work has been initiated, a full refund may be issued, minus any processing fees.
2. Influencer Non-Performance – If an influencer fails to complete the agreed deliverables and TIMA Connect verifies non-performance, a partial or full refund may be issued.
3. Fraudulent Activity – If an influencer engages in fraudulent activity (e.g., buying fake engagement, using bots), brands may request a refund for the affected portion of the campaign after submitting proof.
4. Platform Downtime or Technical Failures – If a campaign is significantly disrupted due to a TIMA Connect system failure, brands may be eligible for partial refunds or platform credit.
5. Unauthorized Transactions – If a brand’s account was charged without authorization, they must report it within 7 days for a refund review.

2.2 For Influencers

Influencers who use TIMA Connect to apply for brand deals and receive payments may be eligible for refunds in the following cases:

1. Brand Non-Payment – If a brand fails to complete payment for a completed campaign, TIMA Connect will investigate. If verified, a refund of any service fees paid by the influencer may be issued.
2. Platform Errors Affecting Payments – If an influencer experiences technical payment issues due to a system error, TIMA Connect will rectify the issue or issue a refund.
3. Unauthorized Charges – If an influencer is charged unexpectedly for platform services they did not authorize, they must report it within 7 days for a refund review.

3. Non-Refundable Situations

TIMA Connect does not offer refunds under the following circumstances:

1. Completed Campaigns – If an influencer has delivered the agreed content and the brand has approved it, refunds are not possible.
2. Change of Mind – Refunds will not be granted if a brand or influencer changes their mind after making a payment.
3. Missed Deadlines by Influencers – If an influencer does not meet deadlines but has already received an upfront payment, TIMA Connect will not issue a refund unless the brand and influencer mutually agree to one.
4. Platform Subscription Fees – Subscription fees for premium TIMA Connect features are non-refundable unless an error is proven.

4. Refund Process

1. Submit a Request – Users must submit a refund request via TIMA Connect’s Support Center within 14 days of the transaction.
2. Investigation – TIMA Connect will review the case and request additional information if needed.
3. Decision Notification – Refund decisions will be communicated within 7-14 business days via email.
4. Refund Issuance – Approved refunds will be processed via the original payment method within 3-10 business days depending on the payment provider.

5. Dispute Resolution

If a refund request is denied, users may escalate the issue by contacting TIMA Connect’s Dispute Resolution Team within 5 business days of receiving the refund decision.

6. Contact Information

For refund requests or questions, please contact TIMA Connect at:
📧 support@tima.ageny
📞 Customer Support Line: +[Insert Contact Number]