BrandsOnMe
Refund policy
When your sponsorship is refunded, what the refund includes, and how to ask for help.
Published 17.09.2026 · Version 2026-09-14-c4171a995e4b
1. What this policy covers
This policy covers advertising sponsorships purchased from Connektik through BrandsOnMe. Connektik is at 21, rue Charles Rausch, L-7247 Helmsange, Luxembourg. Use Contact / Help for assistance, or the direct email and postal contact details in the Terms.
A full refund means the entire amount actually charged for the affected sponsorship, including VAT charged. We do not subtract a BrandsOnMe administration fee or payment-processing fee from that refund.
2. A successful takeover
If another sponsor successfully takes over your spot before sponsorship closes, we automatically initiate a full refund of your displaced sponsorship. You do not need to submit a separate refund request for that takeover.
For example, if you paid €100 plus €17 VAT, your refund is €117. The new sponsor's higher price does not alter your refund amount. The displaced sponsorship no longer gives you the event placement.
3. Cancellation, material changes, and unallocated payments
- Campaign cancellation: a current sponsor receives a full refund for an affected placement that will not be delivered. A previously displaced sponsor remains entitled to its takeover refund, not a second refund for the same payment.
- Material change: if an approved change requires your response, rejecting it or not accepting it by the displayed deadline results in a full refund of the affected sponsorship under the current change process.
- Invalid or unallocated payment: if payment is collected after a reservation expires or cannot be allocated to a valid placement, the affected payment is refunded in full. Report any duplicate charge so we can identify the separate transaction.
4. Missing or incorrect delivery
When delivery is approved, the final sponsor has a 48-hour operational review window, with the exact closing time shown in the account. Review the available evidence and use the delivery-problem form to identify what was not provided as agreed.
Include the sponsorship reference, the missing or incorrect commitment, and relevant evidence. We review the claim and may request information from you and the creator. A relevant unresolved dispute can place creator payment on hold.
If the claim is resolved in your favour because the affected sponsorship was not delivered as agreed, you receive a full refund for that sponsorship. A problem affecting one spot does not automatically mean every other sponsorship must be refunded. We do not promise an automatic percentage calculation for disputed partial delivery.
The 48-hour window supports prompt review and payment administration. Missing it does not remove mandatory remedies or prevent a legally valid claim about a latent or later-discovered problem. Contact / Help remains available if the in-account form has closed.
5. Change of mind and commercial results
You may cancel an unpaid reservation before completing payment. Once a business sponsorship is paid, we do not offer a general change-of-mind refund solely because your marketing plans change, unless a specific agreement or applicable law provides one. The takeover, cancellation, approved-change, and delivery protections above still apply.
A campaign is an agreement for specified advertising delivery, not a guarantee of sales, leads, impressions, audience size, or return on advertising spend. Disappointing commercial results alone do not establish non-delivery, but a misleading statement or a failure to perform an agreed commitment can still give rise to a valid claim.
If you legally qualify as a consumer for a transaction, applicable consumer rights prevail. A distance service contract may carry a 14-calendar-day withdrawal right; an early start does not automatically remove it. Exceptions and payment for any properly requested early performance must satisfy the applicable legal conditions. The business-only setting is not a waiver of rights.
6. How refunds are processed
We initiate eligible refunds without undue delay once the entitlement is established, using the original payment method. We distinguish pending, failed, and completed refunds in the account. A provider-confirmed refund can still take time to appear in your bank statement.
No universal bank-posting period is promised. If the applicable law sets a refund deadline, that deadline takes priority. Where Luxembourg's statutory consumer withdrawal rules apply to a distance service contract, we reimburse without undue delay and no later than 14 calendar days after being informed of the withdrawal. Any lawful amount due for early performance requires the consumer's express request and the other statutory conditions. We use the original payment method unless the consumer expressly agrees otherwise without incurring reimbursement fees.
Connektik bears processing fees that its payment provider does not return. A bank's foreign-exchange conversion or charges are outside our control, so the local-currency amount appearing on your statement may differ from the original converted amount even when the full euro charge is refunded.
Where applicable, we issue a credit note referring to the original invoice. A refund is not converted into platform credit unless you expressly agree and applicable law permits it.
7. If your refund is missing or you disagree
Contact / Help can assist if the account still shows pending, the refund failed, or your bank cannot locate a completed refund. Provide your account email, campaign or sponsorship reference, payment date, and amount. Do not send a full card number, password, or identity document in the request.
If you disagree with a decision, explain why and provide any additional evidence so it can be reviewed. These processes do not remove rights to use a payment-provider dispute procedure, contact a competent authority, or bring a claim before a competent court. We may coordinate overlapping claims to prevent duplicate reimbursement of the same payment.