Harbor Refund & Cancellation Policy

This policy is part of the Harbor Terms of Service. It explains what happens to a Brand's payment when a Deal is cancelled, isn't delivered, or is disputed. Every Deal on Harbor is payment-protected: the Brand's payment is held with our payment processor (Stripe) and is only released to the Community Manager when the Deal completes properly.

Before the Community Manager accepts

A Brand may cancel a pending offer at any time before acceptance. The payment is refunded automatically, in full, including all fees.

If an offer is not accepted within its stated expiry window, it expires and the payment is refunded in full automatically.

After acceptance, before delivery

Either side may propose cancellation in the deal room. If both sides agree to cancel, the Brand receives a full refund, including all fees.

If the Community Manager cancels or fails to deliver by the Deal deadline, the Brand receives a full refund, including all fees — the deal price and Harbor's fees alike. Repeated cancellations or non-delivery affect a Community Manager's standing on Harbor and can lead to suspension.

If the Brand cancels unilaterally after acceptance without the Community Manager being at fault, Harbor reviews the circumstances: work not yet begun is generally refunded in full, while work already performed per the Deal terms may be compensated from the held payment.

After delivery — the review window

When the Community Manager submits proof of performance, the Brand has a review window of 5 business days to approve or dispute.

• Approve (or let the window pass): the payment is released to the Community Manager. No refund applies.
• Dispute: the Brand opens a dispute in the deal room, stating specifically what did not match the Deal terms, with evidence.

How disputes are decided

Both sides submit evidence in the deal room within the timelines shown there. Harbor reviews in good faith against the Deal's written terms and decides one of three outcomes: full release to the Community Manager, partial refund (proportional to what was delivered), or full refund to the Brand, including all fees. Fabricated proofs or faked engagement always result in a full refund plus enforcement under the Acceptable Use Policy.

The Harbor representative's decision is final and binding on both the Brand and the Community Manager, as agreed in the Terms of Service (Section 7). Both sides agree to accept the outcome and not to relitigate the Deal disagreement in any other forum.

How refunds are paid

Refunds go back to the original payment method via Stripe, normally within 5–10 business days of the decision (bank timing varies). Harbor does not refund in cash, credits, or to a different card.

Chargebacks

Please use the dispute process before contacting your card issuer — it is faster and it is what the process is for. Chargebacks filed to bypass an active or resolved dispute, without good cause, are a breach of the Terms.

Questions

support@harborinfluence.com