Find out what to do if a creator doesn't fulfill a collaboration, and how Montu's backing and refund work.
In Montu, every collaboration is formalized through a Work Order (ODT). This order clearly defines the deliverables, deadlines, compensation and terms of the collaboration.
If a creator doesn't fulfill what was agreed, you have two options.
1️⃣ Contact the creator and reschedule
The first thing we recommend is contacting the creator through the chat to understand what happened and, if appropriate, agree on a new delivery date.
If you reach an agreement, you can change the delivery date directly from the platform.
👉 See the article: How do I change the content delivery date?
2️⃣ Cancel the Work Order and request a refund
If the creator doesn't respond or doesn't fulfill what was agreed, you can request the cancellation of the Work Order by opening a case through the help chat.
When you request the refund, you must include:
- The content creator's name
- The related campaign
- The reason for the non-fulfillment
👉 See the article: How do I request a refund?
🎁 Refund as a benefit for customers with an active plan
Montu is a technology platform and isn't responsible for the actions of third parties. However, as an exclusive benefit for brands with an active plan, Montu may:
- Refund the committed payment
- Refund the commercial value of the barter product sent (if applicable)
The refund is issued as credits in your Montu Wallet, which you can use in future campaigns.
✅ Requirements to get the refund
This benefit only applies if:
- You have an active plan in Montu
- The collaboration was carried out through a Work Order accepted on the platform
Montu reserves the right to approve or reject each request based on its review of the case.