This article explains how creators, businesses, and advertisers can request a refund in ENS Creator Studio. Refunds are available only under specific conditions and must follow the ENS billing and refund policy.
Before submitting a refund request, review the eligibility rules and process below to avoid delays or rejections.
When You Can Request a Refund
You may be eligible to request a refund in the following situations:
You cancel your scheduled program at least 5 hours before the scheduled broadcast time.
Your program was not delivered as agreed, and the issue remained unresolved 3 hours after the scheduled broadcast time.
A payment was processed incorrectly due to a system error (for example, duplicate charges or incorrect billing caused by ENS systems).
Refund requests that do not fall into one of these categories may not be approved.
When Refunds May Not Be Approved
Your refund request may be rejected if any of the following apply:
The issue occurred due to incorrect information submitted by the user
(e.g., wrong schedule time, incorrect content settings, or misconfigured campaign parameters).The program failed because of user-side technical issues
(e.g., unstable internet connection, incompatible hardware/software, or local streaming problems).The scheduled content violated ENS policies or community guidelines
(e.g., prohibited content, copyright violations, or abusive behavior).The user cancels after the allowed cancellation window
(i.e., less than 5 hours before the scheduled broadcast time).
Additionally, credits that have already been used or consumed cannot be refunded. Once credits are applied to a completed program, campaign, or service, they are considered used.
Where Refunds Are Issued
By default, refunds are issued as ENS Creator Credits.
When a refund is approved:
The refunded amount is returned to your credit balance.
You can use these credits for:
Live programs
Video publishing
Advertising campaigns
Future scheduling and other eligible services within ENS Creator Studio
In some cases, ENS may process refunds back to the original payment method (such as a credit card or other payment provider). This is determined by ENS based on the specific situation, payment method, and applicable policies.
How to Submit a Refund Request
To request a refund in ENS Creator Studio:
Log in to ENS Creator Studio.
Go to the Payments section from the main menu or account dashboard.
Select Transactions to view your payment history.
Locate the transaction related to the program, campaign, or service you want refunded.
Click Request Refund next to that transaction.
Provide a clear and accurate reason for your refund request, including any relevant details (e.g., program ID, schedule time, error messages).
Submit the request for review.
After submission, your request is sent to the ENS Billing Team for manual review.
Refund Review Process
All refund requests go through a manual review process to ensure fairness and compliance with ENS policies.
During the review, ENS may verify:
Transaction details
(amount, date, payment method, and associated services).Program schedule and timing
(whether the cancellation or issue occurred within the eligible time window).Reason for the refund request
(to confirm it matches one of the eligible scenarios).Related system or content activity
(logs, delivery status, error reports, and policy compliance).
Typical review time is 3 to 5 business days. In more complex cases (e.g., technical investigations, policy checks, or multiple related transactions), the review may take longer.
You will be notified once a decision has been made.
Refund Status
You can track the progress of your refund request in:
Payments → Refund History
In this section, each request will show a status:
Pending — Your request has been received and is currently under review by the ENS Billing Team.
Approved — Your refund has been approved. The amount will be:
Credited to your ENS Creator Credits balance, or
Returned to your original payment method, if applicable.
Rejected — Your request did not meet the refund eligibility requirements.
When possible, a brief explanation or reason will be provided.
Need Help?
If you encounter issues while submitting a refund request or if something does not appear correctly in your Transactions or Refund History, you can contact ENS support through the Help Center inside ENS Creator Studio.
Include the following details to help the team assist you faster:
Transaction ID or reference number
Program or campaign name and schedule time
Description of the issue and what you expected to happen
Any screenshots or error messages (if available)
Summary
Refunds in ENS Creator Studio are available under specific conditions, such as:
Early cancellations (at least 5 hours before broadcast)
Service delivery issues not resolved within 3 hours after the scheduled time
System-related billing errors
Most approved refunds are issued as ENS Creator Credits, which you can reuse for future programs, publishing, or campaigns. Always review the eligibility rules and ENS refund policy before submitting a request to improve the chances of approval and reduce processing time.
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