Refund and Cancellation Policy

• Brands. You pay in advance. The money stays in the campaign budget and is used only to pay for results: a delivered parcel, views, an approved post or an accepted video. Budget you do not spend comes back to you, with no platform fee.
• Creators. An earning becomes final at the end of its hold period. Once settled, it is never taken back, except for proven fraud on your part.
• Buyers. You buy from the brand, not from Viralyshop. You pay on delivery. Returns and refunds are settled with the brand.

Money moves only on evidence: the payment gateway's confirmation, a status sent by ZR Express or reported by the brand on a Manual report campaign, a deadline that has passed, the brand's approval or pre-selection, or a written decision by our team. Your own actions also move it: an allocation to a campaign or a withdrawal.

How you pay

The shop's owner or an admin tops up its wallet from the merchant space: Wallet, "Top up" button. You pay by one of these methods:

• CIB or Edahabia card, in dinars, through the Slick Pay gateway, up to 10,000,000 DA per payment;
• Visa or Mastercard card, through Stripe, when the top-up screen offers this method;
• cash, in dinars: you send a deposit request for the amount, then a member of our team contacts you to collect the money; keep the request's reference. The top-up is credited when our team confirms it received the money.

We do not accept bank transfers or CCP transfers for top-ups. You enter your card on the gateway's page: Viralyshop never sees or keeps the card number. For cash, nothing enters the wallet before our team has received the money. While the request waits, you can cancel it from Wallet, "Top-ups" view. Our team may also refuse it, with a written reason.

Each top-up is at least 1,000 DA. A campaign starts when the money is confirmed and its budget holds at least 10,000 DA. A top-up can name a campaign: its whole amount then goes into that campaign's budget. Otherwise, it stays in the wallet, and you allocate it to the campaign you choose.

Where the money goes

Money allocated to a campaign is not spent yet. It goes through these steps:

• Available: the money is promised to no one.
• Reserved: the money is locked for one specific parcel, post or video.
• On hold: the result is achieved (for example, ZR Express delivered the parcel), and the hold period is running.
• Spent: the hold period is over. The creator receives the earning, and we take our fee.

If a parcel is cancelled, returned or lost before the hold ends, or if a post or a video is rejected, the reserved or held money goes back to the campaign's available budget, fee included. On a Pay per view or Pay per video campaign, that available budget then goes back to your wallet (see below).

Refund of unspent budget

The available budget of a Commission or Call for offers campaign is refundable once the campaign is closed. You can request the refund when all of these conditions are met:

• campaign ended;
• all orders closed: each earning is settled or not eligible, or the order has exited (cancelled, returned, lost, rejected);
• no frozen order and no open dispute;
• no order waiting for budget, and no pending timer on the campaign;
• no debt on the shop, and no order that became not eligible for lack of a top-up and is still not covered.

In practice, allow about 45 days after the last shipment.

The shop's owner or an admin sends the request from the campaign ("Budget" tab, "Close and refund" card, "Request a refund" button) or from Wallet, "Refunds" view. A campaign has only one open request at a time. In the "Message for ops" field, give the bank account (holder and bank details) that should receive the transfer.

The refundable amount is the campaign's available budget, minus any payment fees the gateway already kept on your top-ups. The card shows these fees. We keep no platform fee on money that is never spent.

• Our team reviews the request within 7 working days. It approves or rejects it, with a written reason.
• On approval, we pay you 90% of the refundable amount by bank transfer.
• We hold the other 10% for 30 days. This retention covers a dispute that a creator might win after the close: the creator's 14-day dispute window can run past the end of the campaign. If a dispute is still open after 30 days, the retention waits for its decision.
• When the retention ends, we pay you what is left, minus what a dispute won by a creator took.

We refund by bank transfer, in dinars. We do not refund to the card that paid. Before the transfer, our team can ask for a bank document that shows the account belongs to your shop or to its owner. This document is used to send the money to the right account, and we keep it with the refund's accounting records.

The wallet, Pay per view and Pay per video campaigns

When a Pay per video campaign ends, its available budget goes back to your wallet by itself, with no request. When a Pay per view campaign ends, its available budget stays locked in the campaign during the hold period, about 10 days. At the end of that period, it goes back to your wallet by itself, with no request, together with the money for views removed by the platforms and for rejected videos. After that, money freed on the campaign, for example for a video rejected later, goes back there at once. The money of a video still waiting for your decision stays reserved, even after that period: it goes back there only if the video is rejected. On a Pay per video campaign, the money reserved for a dispute still open goes back there if our team rules against the creator or if she withdraws her dispute.

Money in the wallet stays yours. Today there is no direct withdrawal from the wallet: you allocate it to your campaigns. What a Commission or Call for offers campaign does not spend is then refundable as described above. To close your shop with a balance in the wallet, write to support@viralyshop.com: we handle the request with you.

Signing up is free, with no subscription. Viralyshop earns a fee on the money paid to creators:

• 10% of each payment to a creator: commission, views, price of a post or of a video;
• 8% on a ZR verified Commission campaign whose online store is linked to Viralyshop through a native connection or an app;
• another rate, if one was agreed in writing with your shop.

The fee is added on top of the creator's payment. Example: the creator sees 900 DA and receives 900 DA; the brand pays 990 DA. The rate is fixed when the campaign is published and does not change for that campaign.

The fee is reserved with each payment, but we take it only when that payment becomes final. So:

• there is no fee on money that is never spent: it comes back in full;
• if a payment is cancelled before it becomes final (parcel returned, post or video rejected, deadline missed), its fee comes back with it;
• the fee on a settled payment is not refundable, because that payment is final.

Viralyshop charges no fee on top-ups. The payment gateway or your bank may apply their own fees. If the gateway kept a fee on a top-up, it is deducted from the refund.

Today, creators pay no fee to Viralyshop, neither on their earnings nor on their withdrawals.

The shop's owner can pause an active campaign ("Pause" button). The page and the links then show "campaign paused". A pause gives no money back, and the end date keeps running.

Before publication, nothing is spent. If you already allocated money to a campaign you will not publish, write to support@viralyshop.com.

Commission

A Commission campaign ends on its end date, if you set one. To stop it, set an end date or move it earlier. Orders already placed continue to be processed. Depending on the step of each order:

• Estimated (the order exists): nothing is locked. A cancellation costs nothing.
• Reserved (the parcel exists at ZR Express; on a Manual report campaign, when the brand reports it shipped): a cancellation, a return or a loss gives the commission and its fee back to the campaign budget.
• On hold (ZR Express delivered): a return during the hold period gives the whole amount back to the budget.
• Settled (the hold ended with no return): the payment is final. A later return changes nothing: the brand bears it.

On a ZR verified campaign, only ZR Express can mark a parcel as returned. On a Manual report campaign, the brand can report it, with a tracking number, and the creator can dispute it.

When the available budget can no longer cover a new reservation, the campaign pauses by itself. Orders from your online store or your own tools that are confirmed but not yet shipped then wait 72 hours for a top-up. Without a top-up, they become not eligible, and this counts against the brand. An order placed on the Viralyshop product page, script or API is still recorded, but the customer's details stay hidden from you until you top up; without a top-up within 7 days, it is cancelled. While orders that became not eligible for lack of a top-up are not covered, the brand can neither publish a campaign nor request a refund.

Shipping a parcel anyway without budget creates a debt: the commission and the fee for each parcel concerned. The shop is then frozen: all its campaigns are paused, and it can neither create a campaign nor request a refund. Without payment within 7 days, the shop and its owners' accounts are banned. The creators' earnings remain owed.

Pay per view

The owner or an admin of the shop can end a Pay per view campaign at any time ("End" button). It also ends by itself on its end date, or when its budget runs out.

• You have no deadline to decide, and your silence never counts as approval: a video is paid only once it is approved. While it waits for your decision, its views count and reserve money until the campaign ends, and you can approve or reject it at any time, even after the end.
• From the end, no more views count. Views counted before the end are paid after a hold period of about 10 days, for each approved video.
• The available budget stays locked in the campaign during the hold period. At the end of that period, it goes back to your wallet by itself.
• During the hold, a video whose views drop is paid on the lower count, and a rejected video earns nothing. The difference also goes back to your wallet.
• A video still waiting for your decision does not delay the payment of the others, unless our team is still examining its post. Its money stays reserved, neither paid nor returned, until you decide. If you approve it after the end, it is paid at the end of the hold period or, if it is already over, at the end of the campaign's next hold, within about 10 days of your approval. If you reject it, its money goes back to your wallet, at the end of the hold period or at once if it is already over.
• The hold period does not wait for creators' disputes. A creator can dispute the rejection of her video within 14 days, even after that period (see Disputes).
• If our team rules for the creator once the counting has ended, she receives what her video would have earned, paid after a hold period: from the campaign's available budget, otherwise from your whole wallet, then by an advance from Viralyshop that you owe us (see the Terms of Service).

Call for offers

• Before you pick a creator, nothing is locked.
• When you pick a creator, the price and the fee are reserved for that creator. You can no longer cancel this deal on your own.
• If the creator does not post before the deadline, the deal is cancelled and the money goes back to the campaign budget.
• You have 7 days to review the post, and you can ask for one revision. Without an answer from you, the post is approved.
• A rejection must cite a written rule of the brief. The money stays reserved during the 14 days in which the creator can dispute. Without a dispute, it goes back to the campaign budget.
• After approval, we check for 3 days that the post is still online. If it is gone, the money goes back to the budget. Otherwise, the payment is final, even if the post is deleted later.

A Call for offers campaign ends on its end date, which you can move earlier. Its available budget is then refundable as described above.

Pay per video

• Uploading a video reserves nothing. Each creator uploads at most the number of videos per creator you set, until the campaign ends.
• You have no deadline to decide, and your silence never counts as approval. Until the campaign ends, you pre-select a video, ask for a revision or reject it.
• "Pre-select" reserves at once what the video pays the creator, and our fee, from the campaign's available budget. If the available budget is not enough, the pre-selection is refused. A pre-selection is final: it cannot be undone, and the video can no longer be revised or rejected.
• "Ask for a revision": once per video. The creator uploads the new version in place of the old one, until the campaign ends.
• "Reject" must cite a written rule of the brief. The creator can dispute this rejection within 14 days (see Disputes).
• At the end of the campaign, on its end date or when you click "End", only the pre-selected videos are accepted. The creator is paid at once, the payment is final, and you can download the original file. All other videos (waiting, waiting for a revision or still being prepared) are not retained: they are not paid, and you never receive their file.
• The campaign's available budget then goes back to your wallet by itself, with no request. Only the money reserved for a dispute still open stays reserved, until our team decides.
• If our team rules for the creator who disputes a rejection, the video counts as pre-selected: it is accepted at the end of the campaign, or at once if the campaign has already ended. If the money reserved at the dispute and the campaign's available budget are not enough, it is paid from your wallet, then by an advance from Viralyshop that you owe us (see the Terms of Service).
• The owner or an admin of the shop can end the campaign at any time ("End" button). It also ends by itself on its end date, if it has one.

Each top-up has a status in Wallet, "Top-ups" view:

• Started: the top-up exists, and the gateway has not confirmed the payment yet.
• To confirm: the gateway could not confirm the payment. Our team checks it by hand with the gateway, then confirms or rejects it with a written reason. A cash request waits in this status until our team receives the money.
• Confirmed: the money is in your wallet, or in the campaign the top-up named.
• Rejected: the gateway or our team refused the payment. The reason shows when one was given. No money enters the wallet.
• Failed: the gateway could not start the payment. Nothing was charged.
• Cancelled: the gateway did not confirm the payment within 72 hours. No money entered the wallet. If the gateway did receive the payment after all, the top-up is credited (see below). A cash request you cancel also takes this status.

Was your card charged but the top-up is not confirmed? Do not pay a second time. For a CIB or Edahabia card, we ask the gateway automatically for about 3 days, and you can also use "Check the payment" on the top-up. For another card, or if nothing changes, write to support@viralyshop.com with the date, the amount and the top-up reference. If the gateway did receive the payment, the top-up is credited, even after the 72 hours.

If the gateway took an amount different from the top-up amount, our team checks the payment by hand before it confirms the top-up. If you paid more than the amount credited, we refund the difference by bank transfer.

If you started and paid two top-ups by mistake, both amounts are credited to the wallet and stay yours. There is no direct withdrawal from the wallet: you can allocate this money to your campaigns. For another solution, write to us with both references: we check the payments and look for a solution with you.

Disputes with your bank

Write to us before you dispute a payment with your bank: an error is fixed faster this way. If you open a dispute (chargeback), we answer your bank with the history of the top-up and of how it was used. If the bank reverses a payment, the brand still owes the amounts that payment already paid to creators for delivered work, and the related fees. An abusive dispute can lead to suspension of the account.

Each earning goes through steps you can see in Earnings and Orders: Estimated, Reserved, On hold, Settled, Not eligible, Frozen. A Settled earning is final: it is in your balance, and you can withdraw it.

Hold periods

• Commission, ZR verified campaign: 7 days after ZR Express confirms delivery, or 14 days if the brand has fewer than 20 settled orders.
• Commission, Manual report campaign: 14 days after delivery. If the brand reports nothing 15 days after shipping (25 days in the Saharan wilayas), delivery is presumed.
• Pay per view: about 10 days after counting stops, at the end of the campaign. Longer if our team is still examining a video (fake views, post offline, duplicate), but never to wait for a dispute. A video is paid only once it is approved: approved after the end, or restored after the end by a dispute won, it is paid at the end of the campaign's hold or, if that hold is already over, at the end of its next hold, within about 10 days of that decision.
• Call for offers: 3 days after approval, if the post is still online.
• Pay per video: no hold. The video is paid when it is accepted, at the end of the campaign, and that payment is final.

For an order, the length of the hold is fixed at the time of delivery. An open dispute or a fraud flag freezes the earning and pauses the clock: when it resumes, the end of the hold moves later by the same time.

What cancels an earning before it is final

• an order that is cancelled, lost or rejected (invalid number, duplicate, order placed with your own number);
• a parcel refused at delivery or returned during the hold period;
• a post or a video rejected by the brand for a written rule of the brief, a missed deadline, or a video not retained at the end of a pay-per-video campaign;
• views removed by the platform, or a video rejected for fake views;
• an upheld fraud flag. A flag first freezes your earnings on the campaign that are not settled, and our team decides within 10 working days. If it clears the flag, your earnings continue as before. If it upholds the flag, you can appeal once, within 7 days, and your earnings stay frozen during that time. With no appeal, or if the appeal is rejected, these earnings become not eligible and your creator account is banned.

You can dispute an earning that became not eligible: see Disputes.

A settled earning is never taken back for a late return: that risk belongs to the brand. Apart from your withdrawals, settled money is held back only for proven fraud on your part: the amount is then deducted from your future earnings.

Withdrawals

• You can withdraw from 2,000 DA, and a withdrawal takes your whole available balance. Before your first withdrawal, your name, your ID number and a photo of your ID document must be on file.
• At a ZR Express desk, your pickup code is valid for 5 days. If it expires, the money goes back to your balance.
• For a CCP or bank transfer, your identity must be verified, and a newly added payout account can receive a transfer only after 48 hours. Our team pays transfers in batches.

If a campaign says "Purchase refunded", you buy the product, then the brand refunds you itself after the post. This money does not go through Viralyshop.

You order on a brand's page, or through a creator's link or code. You buy from the brand, not from Viralyshop or from the creator. The brand is the seller: it calls you to confirm the order, ships the parcel and is responsible for the product.

Payment is made on delivery:

• you pay nothing online;
• you pay the delivery driver in cash when you receive the parcel;
• you can refuse the parcel at delivery, and you then pay nothing. The brand sees this refusal in the history of your orders with it (privacy);
• Viralyshop never receives the money for your purchase.

The brand sets the price, the delivery fee and the delivery time. The law requires it to show them before you order (Law 18-05, Article 11). Returns, exchanges and refunds are settled with the brand, under the conditions the brand states (for example on its page) and under the law.

Your rights under Law 18-05 on e-commerce

• If the item delivered does not match the order, or if it is defective, you can send it back within 4 working days of delivery, in its original packaging, stating the reason. The return costs are paid by the brand (Article 23).
• The brand must then deliver a matching item again, repair the product, exchange it for an identical product, or cancel the order and refund you. The refund is made within 15 days of receiving the returned product.
• If the brand did not meet the delivery deadline, you can send the product back as it is within 4 working days of delivery. The brand then pays back the price and the return costs within 15 days of receiving the product (Article 22).
• These rules add to your other consumer rights: the legal warranty on products, the right to claim compensation for damage you suffered, and the right of withdrawal where the law provides it. This page does not reduce any of these rights.

To reach the brand, use the number that called you to confirm the order, or the contact details the brand shows on its page. If the brand does not answer, write to support@viralyshop.com with the page address, the order date and the name given in the order. We pass your request on to the brand, with the details you give us. Viralyshop cannot refund you in its place: we do not receive the money for purchases.

Orders

• The creator can dispute a not eligible order within 14 days of its exit (cancellation, return, loss, rejection). The earning is frozen during the dispute.
• The brand answers within 7 days, with evidence: a ZR Express event, a call from the order's call log, a file (photo, screenshot or PDF).
• If the brand does not answer and the disputed event came from the brand (its dashboard, its store or its API), the dispute is decided for the creator. Otherwise, it goes to our team.
• Our team decides within 5 working days, with a written reason. If it decides for the creator, the order is restored and the commission comes back. If it decides for the brand, the order stays not eligible. Our team can also assign the order to the right creator.
• If the brand marks as "returned" a parcel that ZR Express delivered, during the hold period, the platform refuses this report and opens a dispute itself. The creator's earning is frozen, and the brand has 7 days to bring its evidence. If the brand does not answer, the parcel stays delivered. If our team decides for the brand, the return is recorded.

Posts and videos

• Call for offers: the creator can dispute a rejection within 14 days. The money stays reserved. Our team decides within 5 working days: for the creator, the post is approved, then paid after the hold; for the brand, the money goes back to the budget.
• Pay per view: the creator can dispute the rejection of a video within 14 days, even after the hold period has ended. Our team decides within 5 working days. If it decides for the creator, the video is restored. If the campaign still counts its views, they count again from the budget left; if that budget runs out before the creator has received what her video would have earned, the rest is paid when the counting ends. If the counting has ended, the creator receives what her video would have earned. In both cases, it is paid after a hold period: from the campaign's money, otherwise from the brand's whole wallet; if that is not enough, Viralyshop advances the rest and the brand owes it to us. A dispute does not delay the payment of the other creators.
• Pay per video: the creator can dispute a rejection in the app, within 14 days. Our team decides within 5 working days, and its decision closes the dispute. If she withdraws her dispute, she can dispute again within the 14 days. While a dispute is open, she cannot start another video in the campaign, but she can upload the new version of a video the brand asked her to revise.
• Pay per video, the outcome: if our team rules for the creator, the video counts as pre-selected. It is accepted and paid at the end of the campaign, or at once if the campaign has already ended. If our team rules for the brand, or if the creator withdraws her dispute, the money reserved at the dispute goes back to the campaign budget, or to the brand's wallet if the campaign has ended.

For a disagreement about a view count, a withdrawal or fees, write to support@viralyshop.com. Our team's decisions are recorded with their reason. They do not remove the right to go to the competent courts: see the Terms of Service.

For a payment, a refund or a dispute, write to support@viralyshop.com. If you have an account, write from its email address. Give the name of the shop or account, the campaign, the date, the amount and the top-up reference. Never send your full card number. We use these details to handle your request and to keep our payment records. The Privacy Policy says how long we keep them.

We aim to reply within 3 working days. For your personal data, write to privacy@viralyshop.com. By mail: Scalemind, LLC, 131 Continental Dr, Suite 305, Newark, DE 19713, United States. All our contact details are on the Contact page.