Terms of Service

1. About These Terms

These Terms of Service govern use of CreativeWork, including accounts, service listings, booking requests, messaging, and related booking and payment features.

By creating an account, sending a booking request, or otherwise using CreativeWork, you agree to these Terms and to the linked policies that apply to your use, including Payments & Disputes, Fees & Earnings, Rights & Usage, the Privacy Policy, the Cookie Policy, and Data & Security.

If you do not agree, you may not use the platform.

2. CreativeWork and the Marketplace

CreativeWork is a digital marketplace where clients can discover and book creative services offered by independent creators. CreativeWork operates the platform and facilitates booking, communication, and payment processing through Stripe.

Creators independently determine what services they offer, their service price, availability, service details, and delivery responsibilities.

CreativeWork is not an employer, agency employer, insurer, escrow, or guarantor of service quality, and it does not act as a creator’s representative. CreativeWork may apply the CreativeWork service fee, moderate disputes, fraud, abuse, and account behavior, and delay or hold platform actions where payment, dispute, or security issues exist.

3. Eligibility and Accounts

To use CreativeWork, you must provide accurate and complete account information, keep your login details secure, and be responsible for activity on your account.

Profile and service information must be truthful. You may not impersonate another person or misrepresent your identity, business, or services.

Creators who wish to receive payouts must complete any required Stripe onboarding and keep their payout details current. CreativeWork may limit creator features until those requirements are met.

4. Account Types and Creator Profiles

CreativeWork has two primary roles. A user may act as a client, a creator, or both.

Clients

• browse services
• send booking requests and provide booking or project details
• pay through CreativeWork using Stripe as our payment service provider if the creator accepts
• may cancel according to the applicable cancellation rules
• may report booking disputes about delivery or service problems

Creators

• create profiles and list services
• set their own service prices and define service details
• accept or decline booking requests
• deliver the booked service
• may enable Drop-in on individual services
• are responsible for their own professional and tax obligations

5. Service Listings

Creators must provide accurate service information, including description, price, category, duration, delivery timing, service location where applicable, what is included, optional add-ons, and Drop-in availability where enabled.

The maximum Final Delivery Time is 6 weeks (42 days). A creator may state a shorter delivery time for a service, but it cannot exceed that maximum.

Creators are responsible for keeping listings current. Changes to a listing after a booking has been accepted do not change the terms already recorded for that booking.

CreativeWork may suspend an individual service listing for policy violations or other enforcement reasons. A suspended service is removed from new discovery and new booking availability. The creator cannot clear an admin suspension themselves, but may still be able to view or edit the listing while it is suspended. Service suspension does not by itself suspend the creator’s account, and it does not automatically cancel or refund existing active bookings. Those bookings continue under their normal lifecycle unless CreativeWork separately intervenes. Repeated or severe conduct may lead to account-level enforcement. CreativeWork may retain suspended content and related moderation records.

6. Booking Requests

A client sending a booking request does not mean the creator has accepted it. The booking becomes accepted only when the creator confirms.

Before acceptance, the client may withdraw or cancel the request and no booking charge is made. If the creator declines or the request expires, there is no booking charge.

A payment method may be authorized or saved when the request is submitted so the applicable payment can be collected if the creator accepts.

7. Creator Acceptance and Response Times

When a booking request is submitted, CreativeWork sets a creator response deadline based on how far away the booked start time is at that moment:

• If the start time is more than 72 hours away, the creator has 48 hours to accept or decline.
• If the start time is 72 hours away or less, the creator has 4 hours to accept or decline. This applies to all such requests, including Drop-in and other near-term bookings.

If the creator does not accept or decline before the deadline, the request expires automatically. Expiry is not booking completion, and no booking charge is made.

8. Prices and CreativeWork Service Fee

The creator sets the service price. CreativeWork adds an 8% service fee on top of that price. The client sees the total before authorization. Optional add-ons can change the total.

The current fee model is described in Fees & Earnings.

9. Payments

Payments are processed through CreativeWork using Stripe as our payment service provider. CreativeWork does not receive or store full payment-card numbers or CVC/security codes. Payment-card details are handled by Stripe. CreativeWork may retain limited payment metadata returned by Stripe, such as card brand and last four digits, together with Stripe identifiers needed to operate payments.

No booking charge is made before the creator accepts. The schedule below is set when the booking request is made, based on how far away the event is. Payment is collected only if the creator accepts:

• Request made 30 or more days before the event: Initial payment of 10%, then Remaining payment of 90% scheduled 25 days before the event.
• Request made less than 30 days before the event: Full payment.
• Drop-in: Full payment.

Full payment, cancellation, refund, and dispute rules are in Payments & Disputes.

10. Drop-in Bookings

Drop-in is available only on services where the creator enables it. It lets a client request a same-day booking. It is still a request and requires creator acceptance.

Exact time and location may be arranged directly between the client and the creator. Full payment applies after acceptance.

11. Cancellations and Refunds

The current standard cancellation rule is:

• Before creator acceptance: no charge.
• After acceptance and more than 14 days before the event: 80% refund of the amount actually paid.
• After acceptance and 14 days or less before the event: no refund under the standard rule.
• Drop-in after acceptance: no refund under the standard Drop-in cancellation rule.
• If the creator cancels an accepted booking before performing the service: the client is generally entitled to a full refund of booking payments collected for that booking.

The complete cancellation and refund policy is in Payments & Disputes.

12. Service Delivery

The creator is responsible for performing the booked service and any agreed deliverables within the delivery timing shown in the service listing or booking. The maximum Final Delivery Time is 6 weeks (42 days).

After the creator marks the work as Delivered, the client may confirm completion or report a dispute. If the client does not respond within 48 hours, the booking becomes Completed automatically, unless a blocking CreativeWork dispute or payment condition applies.

Clients should review delivered work and report material problems through the available CreativeWork booking dispute or support flow.

CreativeWork may delay completion or payment actions while a delivery problem or dispute is unresolved.

13. Reviews and Ratings

Reviews on CreativeWork are booking-linked and bilateral. Both the client and the creator on an eligible completed booking may submit a review based on that booking. Reviews should describe a genuine CreativeWork booking or first-hand experience. Once submitted, a review cannot be edited. CreativeWork does not provide public replies to reviews.

Each party may submit one review within 14 days after the booking becomes Completed. After that period, new reviews for that booking cannot be submitted.

Review visibility follows CreativeWork’s review process: a review becomes publicly visible after both parties have submitted reviews or after the 14-day review period ends. Legitimate negative or critical reviews are allowed. Disagreement with a rating is not, by itself, grounds for removal.

Users who can see a review may report it. Reporting does not automatically hide the review and does not guarantee removal. CreativeWork may remove reviews that violate platform rules, including fake, manipulated, incentivized, or extorted reviews; harassment, hate, threats, or seriously abusive content; private or sensitive information; spam, impersonation, or unrelated promotional content; and illegal or unsafe content.

Removed reviews are excluded from public display and rating calculations, but may be retained internally for moderation, evidence, or legal purposes. Review moderation does not automatically suspend accounts or cancel bookings. Repeated or severe violations may support separate account enforcement under these Terms.

14. Disputes and Problems

CreativeWork may review booking details, the service listing, messages, delivery evidence, and payment history. Where CreativeWork Support resolves a CreativeWork booking dispute, the available payment outcomes are that the booking is completed, a full client refund of amounts collected for that booking, or an 80% client refund of amounts collected for that booking. Those outcomes are Support resolutions, not client or creator cancellations.

CreativeWork may also place a payment or payout hold or restrict an account where needed. CreativeWork does not guarantee a specific outcome in any individual case.

Internal disputes, card disputes, and recovery rules are described in Payments & Disputes.

15. User Content

User content includes profile text, service descriptions, images, portfolio work, messages, reference files, and reviews. You retain ownership of your content. You must have the rights needed to upload and share it.

You grant CreativeWork a limited license to host, display, process, transmit, format, convert, optimize, and technically operate the service in connection with that content, including image processing needed to store and deliver media efficiently. This license does not transfer ownership of your content to CreativeWork.

CreativeWork may moderate or remove unlawful or policy-violating user content, including profile, service, portfolio, message, or review content, where available product tools and enforcement processes allow. CreativeWork does not claim an automated or AI moderation system for all content types. Not every content type has a dedicated public report workflow.

16. Intellectual Property

CreativeWork’s branding, platform code, and design remain CreativeWork property.

Photographs, videos, designs, and other deliverables created through a booking remain subject to the agreements between the creator and the client and to applicable law. These Terms do not transfer copyright in those booked deliverables to CreativeWork. More detail is in the Rights & Usage policy, which forms part of these Terms.

17. Acceptable Use

You must use CreativeWork lawfully and in a way that does not harm other users, the platform, or payment systems.

You must not misrepresent services or identity, circumvent CreativeWork for payments that should go through the platform, or interfere with platform operations.

18. Prohibited Conduct

The following are prohibited:

• fraud, impersonation, or illegal services
• harassment or abusive behavior
• misuse of payment or dispute systems
• uploading malicious files
• attacks on security or availability
• scraping or automation that harms the platform
• infringement of intellectual property or other rights
• bypassing platform controls

19. Account Restrictions and Suspension

CreativeWork may restrict, suspend, or terminate accounts for serious or repeated Terms violations, fraud or security concerns, payment abuse, harmful behavior, or legal requirements. Where appropriate, users may be notified. CreativeWork does not promise advance notice in every case.

Account suspension is distinct from voluntary deactivation and from account deletion. While an account is suspended, ordinary signed-in access is blocked and the account is removed from marketplace discovery and new booking availability. Existing bookings are not automatically cancelled solely because of account suspension. CreativeWork may restore access by unsuspending the account; unsuspension does not by itself reactivate an account that the user previously deactivated.

CreativeWork may also suspend an individual service listing without suspending the creator’s account, as described in the Service Listings section.

20. Taxes and VAT

Creators are responsible for understanding and meeting their own tax and VAT obligations relating to the services they provide, subject to applicable law.

An organisation number is optional. Where a Norwegian organisation number is provided, verified Brønnøysundregistrene data may inform or limit VAT declaration on the platform. CreativeWork does not guarantee provider tax compliance.

CreativeWork is responsible for its own service-fee accounting and tax obligations. CreativeWork does not calculate or remit creator VAT.

21. Third-Party Services

CreativeWork relies on third-party services to operate the platform, including Stripe for payment processing. Those services may have their own terms and privacy policies.

22. Platform Availability and Changes

CreativeWork may update, modify, suspend, or discontinue features. CreativeWork does not guarantee uninterrupted availability.

Planned or coming-soon features are not contractual commitments.

23. Liability

CreativeWork does not control every act or omission of creators or clients. Users are responsible for their own interactions, listings, bookings, and delivery of services.

To the extent permitted by applicable law, CreativeWork is not responsible for indirect, incidental, or consequential losses arising from use of the platform. Nothing in these Terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence or for fraud where such exclusion would be unlawful.

24. Responsibility for Your Conduct

You remain responsible for unlawful content, infringement, misuse of the platform, and breach of these Terms arising from your account or content.

25. Termination

You may stop using CreativeWork at any time. Through Settings, you may also deactivate your account or request account deletion/closure, subject to the platform’s account-lifecycle checks.

Deactivation stops ordinary use of the account and can be reversed by reactivation where available. Deletion/closure goes further: the account is marked deleted, public profile content is removed from ordinary use, and the email address remains blocked from creating a new account.

An account cannot be deactivated or deleted while there are active bookings, unresolved payment or dispute obligations, or other outstanding financial obligations that must be resolved first. An account also cannot be deleted while a connected Stripe account has pending or available funds.

CreativeWork may separately suspend or terminate access for serious or repeated violations, as described in the Account Restrictions and Suspension section. Closing or deleting an account does not erase booking, payment, dispute, accounting, fraud/security, or other records CreativeWork must retain. Outstanding booking, payment, or dispute obligations may survive account closure. Retention details are in the Privacy Policy.

26. Changes to These Terms

CreativeWork may update these Terms. Material changes apply prospectively, subject to applicable law.

Existing accepted bookings continue under the applicable recorded booking and payment rules unless law or security requirements require otherwise, or the parties agree otherwise.

27. Governing Law / Disputes Between User and CreativeWork

These Terms are intended for a Norway-first marketplace and are governed by the laws of Norway, except where mandatory law of another country applies to you as a consumer.

These Terms do not waive mandatory consumer rights. They do not require arbitration.

28. Contact

For questions about these Terms, use the Contact page, or email legal@creativework.app.