Sub-tree — Refund & Dispute Policy

Gifts, tips, and donations sent through the Platform are voluntary transfers from a Supporter to a Creator. Once a payment is made and funds are made available to the Creator, it is generally final and non-refundable, because:

• the payment is a voluntary gift, not a purchase of goods or services; and
• Creators may withdraw funds promptly (including via instant payout).

Please make sure you intend to support the Creator before you send a payment.

We will review a request for a refund or reversal in limited circumstances, including:

• Unauthorised or fraudulent payment — for example, a payment made using a payment method without the owner's authorisation.
• Duplicate or erroneous charge — a clear technical error resulted in you being charged more than once or the wrong amount.
• Failed delivery of a promised benefit — where a Creator expressly offered a specific good, service, or benefit in exchange for payment and did not deliver it (see clause 5).
• Where required by law or by our payment partners' rules.

Refunds, where approved, are made through the original payment method via our payment partners and may take time to process. Fees already incurred may not always be recoverable.

Contact us at admin@sub-tree.com as soon as possible, and within 14 days of the transaction, with:

• the transaction reference,
• the date and amount,
• the Creator involved, and
• the reason for your request.

We will acknowledge your request and aim to respond within 7–14 days. We may ask for more information and may consult the relevant Creator and our payment partners.

Payments to Sub-tree itself — such as the verification badge subscription paid through Sub-pay — can be refunded only within a time window and only while your usage meter is below its limit.

• Time window: you must request the refund within 7 days of the payment date shown on your receipt.
• Usage meter: we record how much of a paid subscription has been used. A subscription counts as used once you have started the ID check, or once the verified badge has appeared on your page.
• Once the usage meter has passed that point, the payment is no longer refundable, even if you are still inside the 7-day window.
• Renewals follow the same rules from the date each renewal is paid. Turning off auto-renew stops future charges but does not refund the current period.

Approved refunds are returned to the original payment method or your Sub-tree wallet, less any payment partner fees that cannot be recovered. We may change the time window and usage limits from time to time; the version in force on the date you paid applies.

If a Creator offered a specific good, service, subscription, or benefit in exchange for payment, that is a direct contract between the Supporter and the Creator. The Creator is responsible for delivering it and for handling any refund. Sub-tree may help mediate but is not a party to that contract and is not liable for the Creator's delivery or non-delivery. See clause 5 of the Terms of Service.

If you dispute a payment directly with your bank or mobile-money provider (a “chargeback”) instead of contacting us first, we ask that you contact admin@sub-tree.com so we can try to resolve it faster. Note that:

• we may place a hold on the disputed amount and, where the funds have been paid out, may recover them from the Creator's balance;
• Creators may be charged any chargeback fees imposed by the payment partners; and
• repeated or abusive chargebacks may lead to account suspension under our Acceptable Use Policy.

If you are a Creator and believe a payout is incorrect, delayed, or missing, contact admin@sub-tree.com with your account details and the relevant transaction references. Payouts may be delayed or held where required for verification, fraud investigation, chargebacks, or legal compliance, as described in the Terms of Service.

Fraudulent refund or chargeback claims, or attempts to abuse this policy, are prohibited and may lead to loss of access, withholding of funds, and reporting to authorities.

Email us at admin@sub-tree.com or visit marketiffytechnologies.com. Sub-tree is operated by Marketiffy Technologies Limited.