1. Conditions 1–4
Condition 1 — Loaned Products
If loaned products are given, brand and influencer should set their own terms. SushiVid is not liable for damage incurred before, during, or after a campaign.
Condition 2 — Cancellation by Brand
If a brand requests cancellation of a campaign after accepting an influencer, cancellation charges apply:
- Within 24 hours: 30% of the paid amount.
- 2–3 working days: 50% of the paid amount.
- 4–7 working days: 70% of the paid amount.
- Beyond 7 working days: not refundable.
Condition 3 — Cancellation by Influencer, Content Already in Progress
If an influencer has already proceeded with content production, refunds depend on how much work has been done:
- Draft script provided: 80% refundable.
- Final script provided: 60% refundable.
- Content already made (shooting started): not refundable.
Condition 4 — Influencer Does Not Fulfill Campaign Requirements
Where a brand has paid and the influencer does not fulfill campaign requirements, refunds to the brand apply as follows:
- Influencer does not respond to the brand for over 5 working days and is consistently slow with deliverables: 100% refundable.
- Influencer does not follow through on the agreed script idea and did not communicate this before shooting: 100% refundable.
- Influencer posts late (outside a 48-hour window around the agreed time) without prior communication: 50% refundable.
- Influencer posts without prior brand approval, and the brand does not approve the content once live:
- Brand requests takedown of the content: 100% refundable.
- Brand allows the influencer to keep the content but is not fully satisfied because it was posted before approval: 30% refundable.
"Paid amount" refers to the amount the brand has already paid to SushiVid, held in escrow.
2. Who to Reach Out To
All brands and influencers have an assigned account manager they should contact in the event of a dispute. If you're unsure who your account manager is, please contact us with the clear subject line "Campaign Dispute", including as much detail as possible about the campaign under dispute.
3. User Responsiveness
Brand
Once a dispute is opened, a brand has 7 working days to respond. Otherwise, they automatically lose the dispute, and the pending milestone is transferred to the influencer's account.
Influencer
Once a dispute is opened, an influencer has 4 working days to respond. Otherwise, they automatically lose the dispute, and the pending milestone is returned to the brand's account.
4. Campaign Dispute Resolution Process
Where a dispute doesn't fall under Conditions 1–4 above, the following process applies:
Identifying the Issue
The complainant should reach out to their account manager immediately once an unresolved situation arises, clearly indicating they wish to open a dispute. A description of the issue and an explanation of why the dispute is being opened should be provided, along with any supporting files. The complainant should also state the amount they're prepared to pay (if a brand) or wish to be paid (if an influencer) — anywhere between 0 and the total campaign payment in question.
Negotiations
Either party can negotiate for partial compensation, or, after a period of time, choose to have SushiVid's team arbitrate. Both sides can share their perspective and negotiate terms directly. Only the party who filed the dispute can cancel it. If negotiation doesn't resolve the issue, either party can pay the Arbitration Fee to move the dispute to arbitration; this fee is refunded if the dispute is settled by mutual agreement or cancelled before reaching arbitration.
Final Offers & Evidence
Once one party pays the Arbitration Fee, the other has 4 working days to also pay it (negotiation is still possible during this window). If the responding party doesn't pay within 4 working days, the result favours the party who first escalated to arbitration; if resolved before the fee is paid, the paying party is refunded. After this point, no further evidence may be submitted — the dispute is resolved based on what's already in the Dispute System, including project descriptions and correspondence.
Arbitration
SushiVid's Dispute Team reviews all evidence to reach a decision, usually within 48 hours. Verdicts are final, binding, and irreversible. The winning party is refunded their Arbitration Fee. If only one party has paid the fee, the other is given 4 working days to pay and enter arbitration; failing to do so closes the dispute by default in favour of the party who initiated arbitration, with their fee refunded.
5. Evidential Requirements
If you elect to have the Dispute Team arbitrate, you agree to let the team read all correspondence made on the Site, and access, download, and test (if necessary) all uploaded files, programs, and websites related to the dispute, solely for the purpose of resolving it.
You're encouraged to submit all documents supporting your claim:
- Email correspondence: submit as screenshots (with the "To", "From", and "Date" fields visible) or as .eml files. Correspondence sent as .txt, .doc, or similar word-processing formats will not be honoured.
- IM (instant messenger) conversations: submit as screenshots of the full, unedited conversation from the IM app. The same .txt/.doc restriction applies.
- Any products, contracts, or other files relevant to the project and dispute.
SushiVid keeps the project and the involved users' information confidential, and will not release collected information to any third party unless required by law.
6. Fee
The fee for a milestone dispute is USD $5.00 or 5% of the paid amount, whichever is greater, payable by each party. The fee is refunded to the winner of the dispute.
Our dispute resolution process is designed to let both parties resolve milestone payment issues between themselves without arbitration. After 4 working days from filing (or 7 working days if filed by the brand), either party may move the dispute to paid arbitration; the other party then has a further 4 working days to pay the same fee and submit final evidence. Failing to pay within that time results in losing the dispute. The Arbitration Fee is refunded to the winner.