Refund Policy

Last updated: 20 October 2026

SWAYO is a performance-based creator marketing service. Brands prepay a campaign budget into their SWAYO account. Creators are paid from that budget for verified views on content the Brand has approved, and SWAYO charges a Platform Fee on top of what Creators earn. This policy explains which parts of a Brand's payment can be refunded, and how to request a refund. It forms part of our Terms of Service (section 5), and the Terms apply if anything here differs from them.

Who this policy applies to

• Brands: businesses that fund creator programmes on SWAYO.
• Creators never pay SWAYO anything, so there is nothing for a Creator to refund. The rules on Creator earnings and payouts are in section 4 of the Terms of Service.

What is refundable

You can get back any unused funded balance, meaning money you deposited that Creators have not earned. SWAYO only takes from your balance what Creators actually earn, plus the Platform Fee on those earnings. Money a post does not earn goes back to your balance when that post's earning window closes.

What is not refundable

• Creator earnings on approved content. Once you approve content, it earns for 30 days and those earnings belong to the Creator.
• The Platform Fee (currently 15% of Creator earnings), once it has been charged.
• Card processing charges on top-ups. These are shown as a separate line before you pay.

When a refund can be paid

We can refund your unused balance once every submission to your programmes has been approved or rejected and the 30-day earning window of every approved post has closed. Until then, some of your balance may still be owed to Creators.

If you want to stop and get your money back, first close your programme in the app ("Close program") so it stops accepting new posts. You then review the last posts, their earning windows run out, and your full unused balance can be refunded about 30 days after you approve the last post.

Example

You deposit R4,000. Creators earn R2,000 on approved content, and the 15% Platform Fee on that is R300. Your refund is R1,700. The card processing charge you paid on the top-up is not refunded.

Payment errors

If you are charged twice for the same top-up, or charged an amount you did not authorise, we refund the incorrect amount in full, including any processing charge on it, within 14 days of you telling us.

How to request a refund

1. Email hello@swayo.co.za from the email address on your SWAYO Brand account, with the subject line "Refund request".
2. We confirm the refundable amount in writing and pay it within 14 days of your request, or within 14 days of the last earning window closing if that is later.
3. Refunds are paid back to the card or bank account the money came from.

Disputes and chargebacks

If something looks wrong on your account, please email us before you raise a chargeback with your bank. We reply within 2 business days and will show you the verified views and earnings behind every deduction.

Your legal rights

Nothing in this policy limits any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

Contact

Swayo (Pty) Ltd · Reg. No. 2026/707726/07 · Outeniqua Lifestyle Centre, George · hello@swayo.co.za. See also our Cancellation Policy.