This policy applies to fees actually charged by Identa or to transactions expressly identified as being processed through Identa. If a feature is free, there is no fee to refund.
1. Consumer fairness
Nothing in this policy limits a consumer’s non-waivable rights under applicable law. Where a service is defective, materially not as described, or a refund is otherwise legally required, Identa will assess the request in accordance with applicable law and the transaction terms.
2. Digital services and subscriptions
For a recurring or digital service, the applicable plan, billing cycle, price and cancellation conditions will be shown before payment. Cancellation normally stops future renewals and does not automatically create a refund for a period already delivered, except where required by law, the plan terms, or where Identa has materially failed to provide the paid service.
3. Creator and influencer campaigns
Where Identa facilitates campaign payments, creators should be paid according to the agreed campaign terms for deliverables that have been validly completed and accepted. A brand may not withhold an agreed amount solely because it later changes its preference, where the creator has materially complied with the original brief.
Where a creator materially fails to deliver, submits fraudulent or substantially unusable work, or breaches a disclosed campaign requirement, the applicable campaign terms may permit adjustment, rejection or recovery of the corresponding amount. Identa will consider evidence from both sides before making a platform-level determination where it is responsible for dispute handling.
4. Brand campaign funds
For brand-side campaign payments, refunds of unused amounts may be available where the campaign is cancelled before material execution, subject to the applicable campaign terms, payment-processor charges, taxes and third-party costs that cannot reasonably be recovered. Amounts already earned by creators or irreversibly committed to third-party services are not automatically refundable.
5. Duplicate or erroneous payments
If you believe you were charged twice or charged in error, contact us promptly with the transaction reference. Verified duplicate or erroneous charges will be reviewed for reversal or refund.
6. How to request a refund
Email admin@identa.agency with your registered email, transaction/campaign reference, amount, date and reason. Do not send passwords, card numbers, CVVs or other unnecessary sensitive credentials.
7. Processing
Approved refunds will normally be initiated to the original payment method or another lawful method agreed with you. The time taken for the funds to appear can depend on the payment provider or bank.
8. Contact
Refund and cancellation queries: admin@identa.agency.