Refund policy
What you get back, in every situation, and what happens to production money that has already been released.
v1.0 · Updated September 4, 2026 · Under review by outside counsel. This page summarises section 8 of the Terms. If the two ever differ, the Terms govern. Every order records the version in force when it was placed.
The one rule behind every case
You are charged once, in full, when you buy. Plastr holds that money. Part of the creator's proceeds may be released early as production money (only after your artwork is accepted, the creator has accepted you, and a short hold after payment has passed); the rest is released after you approve delivery. Before anything is released, your whole payment is refundable. After production money is released, a refund returns everything Plastr still holds; released production money comes back only where the creator is at fault.
Every case
| What happened | What the sponsor gets back | What happens to released production money |
|---|---|---|
| The creator declines you | Refunded in full, including Plastr's fee. | Nothing was released; declining is only possible before acceptance. |
| The creator never delivers by the deadline, or walks away | Refunded in full, including Plastr's fee. | Plastr reverses the released production money off the creator's balance and pursues any shortfall from them. |
| The creator misrepresented what they sold | Refunded in full, including Plastr's fee. | Treated as a breach: reversed and pursued, and the account is suspended. |
| You never send usable artwork | Everything Plastr holds, which is the whole payment. | Production money is only released after artwork is accepted, so nothing has moved. |
| You change your mind before production money is released | Refunded in full, including Plastr's fee. | Ask from the order page. Nothing has moved yet. |
| You change your mind after production money is released | Everything Plastr still holds, including Plastr's fee. | Released production money stays with the creator: it is committed to producing your placement and is usually already spent. |
| The event is cancelled or cut short by weather, the venue, or anything outside both parties' control | Everything Plastr still holds, including Plastr's fee. | No fault is recorded against either side. A postponed event can be carried over to the new date if you both agree in writing. |
| Plastr removes the listing for a rules breach | Everything Plastr still holds; in full where the creator caused the breach. | Where the creator caused it, production money is reversed and pursued. |
| After delivery, with proof approved (by you, or treated as approved after the review window) | At Plastr's discretion, prorated for any early removal the creator caused. | The sponsorship is complete and fees are earned. |
Approval and the 3-day review window
When the creator submits proof, you have 3 days to approve it or request a fix (one fix cycle is included per order). If you do neither, the order is treated as approved under the Terms and the rest of the creator's payout is released. We show the deadline on the order page, email you when proof arrives, and email a reminder the day before. After that, refunds are at Plastr's discretion.
Chargebacks
If something has gone wrong, ask Plastr first: the order page has a cancellation request and a help request, and a person reads both, usually within one business day. A card dispute freezes the order for everyone, stops every release on it, and takes weeks. Where a dispute is raised over something the refund policy already covers, Plastr applies the policy and responds to the dispute with the order record.
How to ask
Open your order and use Cancel this sponsorship or Need help with this order?; the page tells you the expected outcome before you confirm. Or email support@useplastr.com with the order number. Plastr decides from the order's actual state (what was released, when, and why) and tells you which case above was applied. Refunds go back to the card you paid with; the card networks take 5 to 10 business days to show it.