Cancellation & Refunds

This policy explains how cancellations and refunds work on ISO for customers and creators. It applies to planned bookings and Emergency ISO jobs paid through the app.

1. Who can cancel

Unaccepted Emergency ISO searches automatically expire after 2 minutes. No payment is taken for the search itself.

2. How booking money is structured

When you pay a booking total at checkout, ISO allocates funds like this:

• Platform fee (default 10%; Creator Pro may reduce this to 7%) → ISO
• Deposit to the creator (typically 20% of creator net for planned bookings; 25% for Emergency ISO)
• Remainder held until delivery is accepted

3. Before you pay

Cancel anytime. No charge was taken, so no refund is needed. Timed-out emergency searches also end with no charge.

4. After payment, before the shoot starts

• If you cancel: you receive a full refund of the charged amount.
• If the creator cancels: you receive a full refund. The creator does not keep the deposit. For accepted Emergency ISO jobs that have not started, ISO automatically opens a fresh nearby creator search and excludes the creator who cancelled.

5. After the shoot has started (in progress)

• If you cancel: the creator keeps the deposit as a start/kill fee; you are refunded the remaining balance still held for final payout. The platform fee is kept.
• If the creator cancels: you receive a full refund.

6. After you accept delivery

The booking is complete and final payout can be released. In-app cancellation is blocked. If there is a quality or delivery dispute, contact Support. Creators may also submit a payment review request if work was delivered but not approved; ISO may hold the remaining balance while reviewing the booking activity, messages, and deliverables.

7. Refund timing

Approved card refunds are initiated through Stripe. The time it takes to appear on your statement depends on your bank or card issuer (often several business days).

8. Creator Pro

Creator Pro is billed by Apple. To cancel or request a subscription refund, use your Apple ID → Subscriptions settings and Apple’s refund process. ISO cannot directly cancel App Store billing on your behalf.

9. Contact