Last updated: May 2026
This Refund and Cancellation Policy ("Policy") describes the conditions under which buyers and creatives may cancel bookings, request refunds, and resolve payment disputes on the APCHR platform. By completing a booking, both parties agree to the terms of this Policy in addition to the platform-generated service agreement.
Buyers may cancel a confirmed booking subject to the following timeline: • More than 72 hours before the scheduled shoot or service date: Full refund of the booking amount, including the platform deposit. The cancellation must be submitted through the Project Space cancellation flow. • Between 24 and 72 hours before the scheduled date: 50% of the total booking amount is refunded. The remaining 50% is released to the creative as a cancellation fee to compensate for reserved time and preparation costs. • Less than 24 hours before the scheduled date: No refund is issued. The full booking amount is released to the creative. This policy reflects the significant preparation, travel, and opportunity cost incurred by creatives for same-day or near-day cancellations. All cancellation requests must be submitted through the APCHR platform. Cancellations communicated only via direct message or email are not recognized for refund purposes until formally submitted in the platform.
If a creative cancels a confirmed booking for any reason, the buyer receives a full refund of all amounts paid, including the platform fee. APCHR will also make reasonable efforts to assist the buyer in finding an alternative creative for the same date and scope. Creatives who cancel confirmed bookings may be subject to a cancellation flag on their profile visible to future buyers. Repeated cancellations may result in account review, temporary suspension, or removal from the platform.
All booking payments are held in escrow by APCHR until one of the following conditions is met: • The buyer confirms delivery through the Delivery Portal ("Confirm Delivery" action). • 7 calendar days pass after the creative marks the project as delivered without a buyer dispute being opened. • APCHR's dispute resolution team issues a determination in favor of the creative. Once funds are released from escrow, refunds are no longer available through the standard cancellation flow. Post-release disputes must be submitted through the formal dispute resolution process described in Section 6.
Revision requests do not constitute grounds for a refund unless the delivered work materially fails to meet the agreed scope described in the booking contract. The number of included revisions is defined in the creative's package and displayed at the time of booking. Additional revisions beyond the included count may be purchased as an add-on. If a buyer believes the delivered work does not meet the agreed scope, they must open a formal dispute within 7 days of delivery rather than simply declining to confirm delivery.
Buyers or creatives may open a formal dispute within 7 calendar days of the delivery date. To open a dispute, navigate to the Project Space and select "Open Dispute." Both parties will be asked to provide supporting documentation (original brief, communications, delivered files, and any relevant evidence). APCHR's Trust and Safety team will review the dispute and issue a determination within 5–10 business days. Determinations may result in a full refund, partial refund, or release of funds to the creative, depending on the evidence. APCHR's determination is final for platform-level purposes; it does not constitute binding legal arbitration. Disputes opened after the 7-day window will not be eligible for a platform-level determination. Users retain the right to pursue claims through other legal channels as described in the Terms of Service.
If a buyer initiates a chargeback or payment dispute directly with their card issuer or bank, APCHR will respond to the dispute on behalf of the platform with all available evidence of service delivery and agreement. During the dispute period (which may last up to 120 days per card network rules), APCHR may place a hold on an equivalent amount from the creative's available or future payouts. If the chargeback is decided in the buyer's favor by the card network, the disputed amount plus any associated network fees (typically $15–$25 per dispute) will be deducted from the creative's account. Buyers who initiate chargebacks for services that were delivered as agreed may have their accounts suspended pending review. Chargebacks are intended as a last resort; APCHR's dispute resolution process is the appropriate first step for any delivery concern.
APCHR offers the following subscription plans: Starter Growth, Pro Growth, Studio, and Studio+. Monthly subscriptions: No refunds are issued for the current billing period. You may cancel at any time, and your access will continue until the end of the paid period. No further charges will occur after cancellation. Annual subscriptions: If you cancel within 14 days of your annual renewal date and have not used any premium features during that period, you may request a prorated refund for the unused portion of the year. Refund requests must be submitted to [email protected] within the 14-day window. After 14 days, annual subscriptions are non-refundable. Toolkit add-ons (one-time purchases): Toolkit add-ons are non-refundable once purchased, as they grant immediate access to specialization-specific features and templates. AI Employee add-on: The $299 one-time setup fee is non-refundable. The monthly subscription component follows the monthly subscription policy above.
For booking refunds: Use the cancellation or dispute flow within the Project Space. Do not contact support directly for standard cancellations — the platform flow is required to trigger the refund. For subscription refunds: Contact [email protected] with your account email, the subscription plan, and the reason for the refund request. Include your order confirmation number if available. For all other inquiries: Contact [email protected]. APCHR aims to respond to all refund inquiries within 3 business days.
APCHR reserves the right to modify this Policy at any time. Material changes will be communicated via email or a prominent notice on the Platform at least 14 days before taking effect. The cancellation terms that apply to a booking are those in effect at the time the booking is confirmed.
This Policy is incorporated by reference into the APCHR Terms of Service. In the event of a conflict, the Terms of Service govern.
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