Refunds & disputes

Every order is paid into escrow. Money only reaches the creator when you approve the delivery — or automatically 72 hours after the final delivery if you don't respond.

Not what you asked for? Request a revision first (2 included, 3 with Velvet) and describe precisely what deviates from the brief. If it still doesn't match, open a dispute before the 72 hours expire.

Disputes are reviewed by a human against the binding brief within 72 hours. Outcomes: release, partial refund, or full refund. Deliveries that match the brief are not refundable — taste is not a defect, and creators are protected against that.

Group projects: cancelled during funding → every backer is refunded in full, automatically. Once production starts, the fund is committed to the cast. Questions: support@lalalust.com