The Delivery Guarantee
We deliver what the package promises, or we refund the gap.
Not a service-level aspiration. A proportional refund, calculated from accepted work and paid out of money that was never spent.
What is covered
Deliverables, not attention
You get the units you paid for
If the package promises eight videos and six are delivered and accepted, we refund the value of the two that were not. Proportionally, automatically, without you asking.
The refund is already funded
Your money sits in escrow from the moment you pay. A shortfall refund comes out of the part that was never spent, so there is nothing to chase.
Work you never reviewed still counts as delivered
If a creator submits on time and nobody looks at it within five business days, it is accepted and they are paid. This protects the creator — and it is the reason the guarantee is not a way to get free work.
Reach is a forecast, not a promise
We guarantee delivery of the content, not how many people see it. Anyone guaranteeing reach is guaranteeing something they do not control, and we would rather say so.
Every figure reconciles
What you paid, what was held, what was released and what was refunded are all postings in a double-entry ledger you can read. No number on your report is typed in by hand.
The arithmetic
A worked example
Because a guarantee you cannot check is a guarantee you should not believe.
You buy a package promising 8 short videos from KSh 95,258 of creator work. The campaign ends with 6 accepted.
- Promised units
- 8
- Accepted units
- 6
- Shortfall
- 2 of 8
- Creator value at stake
- KSh 95,258
- Refunded to you
- KSh 23,814
2/8 of KSh 95,258 = KSh 23,814. The six creators who delivered keep every shilling they earned — the refund comes from the escrow that was never spent, not from their payments.
Our fee and VAT are not part of this calculation. The guarantee is on the creator work you were promised, and that is the number it is measured against.
Why creators are safe too
If nobody reviews, the work counts as delivered
A creator who submits on time and hears nothing is paid automatically after 5 business days. Their work counts as delivered, and it counts toward the guarantee.
This is not generosity. Without it, a buyer could take the content, decline to review it, and collect a refund for non-delivery — and the guarantee would be a mechanism for obtaining unpaid work. The rule closes that, which is why it is not configurable: a buyer who could set their own review window to a year would have the loophole back.
Work sent back for changes is waiting on the creator, so that clock does not run against you.
The limits
What the guarantee does not cover
Stated here rather than in terms, because finding out at claim time is being misled.
- Reach, impressions or engagement — those are forecast, never guaranteed.
- Content you rejected for reasons outside the brief you gave.
- Delays caused by your own review taking longer than the agreed window.
- Results. We guarantee that the work is delivered, not that it sells anything.
Anyone guaranteeing reach is guaranteeing something they do not control. We would rather say so than sell you a number.
Verifiable
Every figure is a ledger posting
What you paid, what was held, what was released and what was refunded are entries in a double-entry ledger — not numbers typed into a report.