Refund & cancellation policy

Advertisers fund campaigns through Stripe. Refund rules depend on campaign state at the time of cancellation:

• Before any delivery has shipped: full refund of the unspent campaign budget, minus the Stripe processing fee (2.9% + 30¢) which Stripe does not return to us when we refund you. Cancel from /dashboard/campaigns.
• After delivery has started: pro-rated refund of the unspent budget. Delivered impressions and opens are non-refundable because they've already paid homeowners in HST tokens — that payout is on-chain and irreversible.
• After campaign budget is exhausted: no refund. Reach out within 30 days if you believe delivery was inaccurate; we'll review the delivery logs.

Senders pay per home reached. Messages are delivered to recipient feeds within seconds of submission.

• Before delivery: cancellable in full from the sender confirmation screen.
• After delivery: non-refundable. The HST payouts to recipients are immediate and on-chain. If the message was delivered to substantially fewer homes than the radius indicated, contact us within 7 days and we'll review the radius/delivery match.

The Medallion NFT is minted to your wallet at no charge when you complete the claim flow. Because there is no purchase price, there is nothing to refund.

If a claim was verified by mistake — for example, the address was claimed by someone who did not own it — contact us with documentation and we'll re-issue the Medallion to the correct owner. The original NFT is burned in that case so there's one Medallion per property at any time.

HST is an SPL token on Solana, earned by opted-in homeowners when ads or messages are delivered. Payouts are on-chain and cannot be reversed once confirmed.

• Earned HST: non-reversible. If HST is paid to the wrong wallet because of a wallet-binding mistake, contact us — we'll investigate and, where possible, pay the correct wallet from the platform treasury. The original transfer is not undone.
• Cash-out (HST → USD via Stripe Connect): once a payout is initiated to your linked bank account, it follows Stripe's standard payout timeline. Stripe refunds and disputes go through Stripe's normal process, not ours.

HomeStoop screens recipient wallets against the OFAC SDN, UN, UK HMT, EU, Australian, and Canadian sanctions lists before any crypto payout. We also block transactions from Cuba, Iran, North Korea, Syria, the Crimea/Donetsk/Luhansk regions of Ukraine, and Russia. If you believe a block was applied in error, contact support@homestoop.com.

For Stripe-processed purchases (ad campaigns, neighbor messages, cash-outs), you can also raise a dispute directly with your card issuer or bank. We'll cooperate with Stripe's dispute process and provide delivery / transaction evidence.

We prefer to resolve issues directly first — email support@homestoop.com with your campaign or message ID and we'll respond within two business days.

We may update this policy as the platform evolves. Material changes will be posted here with a new effective date. Purchases made before a change are governed by the policy in effect on the purchase date.