Refunds policy
Last updated 18 June 2026
Gifts on CreatorGift are voluntary. Every supporter ticks an acknowledgement before paying that says the gift is a gift and that nothing is owed in return. This policy explains when we can still help if something goes wrong.
1. The voluntary-gift principle
Because a gift is not a payment for goods, services, content, access, or anything else, gifts are generally non-refundable. The platform is designed around that: the acknowledgement, the framing in the composer, and these Terms all say the same thing. A supporter who would only have paid in exchange for something specific should not send a gift.
2. When we will help
We may review refund requests in the following situations.
- Genuine error. You sent a gift to the wrong creator, or you typed a wrong amount. Tell us within seven days of the gift and we may review the request, taking into account whether the gift has already been withdrawn and the voluntary-gift principle above.
- Unauthorised card use. The card used to send a gift was not yours and was used without your permission. Tell us as soon as you can and tell your card issuer. If the unauthorised use is confirmed we will refund and we will work with our payment providers to investigate.
- Platform error. The gift was charged but did not reach the creator's balance, was double-charged, or the amount on your statement does not match what you confirmed. We fix these without question.
- Safety. The gift went to an account we have since removed for a serious breach of the Acceptable Use Policy and the creator did not yet receive a withdrawal. We may refund at our discretion.
Where we refund, the processing fee may or may not be returned depending on the situation and on our payment provider's rules. We will tell you which applies.
3. Chargebacks
If you ask your card issuer to reverse a gift you can complete the chargeback through them. We ask you to contact us first. Many cases are resolved faster, and with less impact on the creator, when we look at them directly.
Chargebacks are reviewed alongside our payment providers and the evidence available to us, including the acknowledgement the supporter confirmed. A chargeback raised in bad faith, repeated chargebacks from the same card, or chargebacks alongside a pattern of card abuse can lead to the card being blocked from sending future gifts, and to the supporter account being restricted. Where we suspect fraud we work with our payment providers and, where required, with law enforcement.
4. How to contact us
Refund requests should go to support@creatorgift.com. Include the date of the gift, the amount, the creator's handle if you remember it, and a short description of what went wrong. The card statement reference is “CG APPS”.
Card statements show CG APPS, not CreatorGift, so check for that line if you are looking back through statements.
5. Response time
We aim to reply within two working days. Cases involving unauthorised card use or platform error are prioritised. Where a refund is approved it can take up to ten working days to reach your card depending on the issuer.
6. Creators and refunds
Where a gift is refunded after a creator's balance has been credited, the refunded amount is reversed from that balance. If the balance has already been paid out, we recover the amount from the next payout. Creators agree to this when they accept the Terms.
Contact
Questions about this policy can go to support@creatorgift.com.