> ## Documentation Index
> Fetch the complete documentation index at: https://support.stllr.network/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancel a video and get a refund

> If you no longer need a video, you can cancel it and receive a refund.

If you no longer need a video, you can cancel it and receive a refund. The amount depends on how far the video has progressed.

<Warning>
  **Refunds go to your wallet, not your bank**

  Refunds are returned **to your Stllr wallet balance only**. They are **not** refunded to your bank account or card.
</Warning>

## How much you get back

| Stage when you cancel | Refund to your wallet |
| - | - |
| **Before the creator's script is approved** (matching, onboarding, scripting) | **100%** |
| **Script approved**, no video uploaded yet | **40%** |
| **Video uploaded**, not approved yet | **10%** |
| **Video approved** | No refund |

The percentage is calculated from the price of that video. The creator is compensated for the work already done, which is why the refund is smaller as the video progresses.

The refund screen shows the exact amount before you confirm.

## How to cancel a video

1. Open the video page.
2. Open the **Actions** menu and choose **Cancel & Refund**.
3. Select a reason (for example the creator did not meet your expectations, you no longer need the creators, or you changed your mind) — or choose **Other** and describe it.
4. Review the refund amount and confirm.

The refund appears in your wallet as a **Video Refund** transaction. If it was the last video in the campaign, the campaign is cancelled as well.

## Currency note

Wallet refunds are currently available for videos priced in **SAR**. For videos in another currency, contact Stllr support — we will review the cancellation and the best way to compensate you.

## What cannot be refunded

* **Approved videos.** Once approved, the creator is paid and the video is final.
* **Wallet balance.** Balance you added to your wallet cannot be withdrawn or refunded to your bank. See [Stllr wallet](/brands/payments/wallet).

## Before you cancel — Consider these

* **Request changes** if the video is close but not right. See [Review a video](/brands/videos/review-videos).
* **Change the creator** if the issue is the creator, not the video. This keeps the video you paid for. See [Resolve a problem with a creator](/brands/videos/creator-issues).
* **Talk to the creator** in chat. Many issues are resolved without cancelling.

## Products you shipped

If you already shipped a product to the creator and the status is **Return required**, the product is sent back to you. Stllr coordinates the courier. Message the creator in chat and contact Stllr support if you need help.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Can I get my refund as money back to my card?">
    No. Refunds are credited to your Stllr wallet and can be used for future campaigns. Wallet balance cannot be withdrawn.
  </Accordion>

  <Accordion title="Why did I get only 10% back?">
    A video was already uploaded by the creator, so most of the video's price goes to compensating the creator for their work. If you were unhappy with the result, requesting changes or changing the creator earlier may be better options.
  </Accordion>

  <Accordion title="I cancelled by mistake.">
    Contact Stllr support right away with your video or campaign ID.
  </Accordion>

  <Accordion title="My refund is not in my wallet.">
    Check **Wallet → Transactions** for a **Video Refund** entry. If it is missing, contact Stllr support.
  </Accordion>

  <Accordion title="Can I cancel an entire campaign at once?">
    Cancellation is done per video. When the last video is cancelled, the campaign is cancelled too.
  </Accordion>
</AccordionGroup>


## Related topics

- [Create a campaign](/brands/campaigns/create-campaign.md)
- [How UGC campaigns work on Stllr](/brands/getting-started/how-ugc-works.md)
- [Review a video](/brands/videos/review-videos.md)
- [Review a script](/brands/videos/review-scripts.md)


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