Dispute Resolution Policy
Palflip's resolution process for disagreements between a Brand and a Creator over a Campaign — a rejected submission, a withheld or short payout, or whether a Deliverable met the brief. This is separate from the arbitration clause in the Terms of Service, which covers legal disputes against palflip itself.
1. What this covers
This Policy applies to disagreements between a Brand and a Creator arising from a Campaign — for example, a rejected Deliverable, a payout you believe is wrong, or whether content met the Campaign's requirements. It does not cover legal claims against palflip itself, which are handled under Terms of Service, section 13 (informal resolution, then AFSA arbitration).
2. Step 1 — resolve directly
Most disagreements are fastest to resolve in the Campaign's own community space and chat, where the Brand and Creator can discuss requirements, evidence, and expectations directly. We ask both sides to try this first, for up to 7 days.
3. Step 2 — escalate to palflip
If it isn't resolved after 7 days, either side may escalate through our report form(choose "Appeal a rejected submission") or by emailing support@palflip.com, including:
- the Campaign name and the Deliverable/submission link in question;
- a clear statement of what you believe is wrong; and
- any evidence — screenshots, view data, or messages from the Campaign chat.
You may escalate a Campaign-related dispute up to 30 days after the event giving rise to it (for example, the rejection or the payout in question).
4. Step 3 — palflip's decision
Palflip will review the evidence against the Campaign's stated requirements, the Creator Agreement, the Brand & Advertiser Agreement, and the Acceptable Use Policy, and make a decision — which may include approving or reversing a rejection, adjusting a payout, or upholding the original outcome. This decision is final for the purposes of using the Platform, but does not waive any legal right either party otherwise has.
5. Timelines
We aim to review escalated disputes within 5–10 business daysof receiving all the information we need. Complex cases — particularly those involving suspected fraud — may take longer; we will tell you if that's the case.
6. Fraud and view manipulation
Disputes that raise a reasonable suspicion of bot traffic, purchased views, fake accounts, or other manipulation are investigated under the Acceptable Use Policyrather than this Policy's standard timelines, and related payouts may be withheld while we investigate.
7. Disputes against palflip
If your disagreement is with palflip itself — not with a Brand or Creator you dealt with — that is governed by Terms of Service, section 13: informal resolution first via legal@palflip.com, then binding arbitration under AFSA rules in South Africa.
8. Changes
Palflip may update this Policy. Material changes will be notified through the Platform or by email.