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📖 Knowledge Base Articles for Advercado Help Centre

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1. Content Guidelines for Customers

Why these guidelines exist
Advercado connects you with independent vendors who provide advertising spaces and services. To keep the platform safe, fair and legal, all content provided by customers must meet our standards. These rules protect vendors, safeguard customers, and keep Advercado compliant with UK law.

✅ What You Can Submit

• Clear, lawful advertising content (text, graphics, audio, video).
• Materials that comply with UK Advertising Standards Authority (ASA) rules.
• Content suitable for general public display (e.g. billboards, posters, flyers).
• Honest claims about your business, product or service.

❌ What You Cannot Submit

• Content that is illegal (copyright infringement, false claims, scams).
• Offensive or harmful material (pornography, hate speech, discrimination, harassment).
• Anything politically extreme or misleading.
• Content that creates a conflict of interest for the vendor (e.g. asking a competitor to advertise against their own brand).

⚠️ Consequences of Breach

• Vendors may refuse your order immediately.
• You may lose the right to a refund.
• Your account may be suspended or removed from Advercado.

👉 Remember: It’s your responsibility as the customer to ensure your advertising content is legal and appropriate before sending it to a vendor.

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2. How Vendors Can Protect Their Work

As a vendor, your creativity, time and advertising space are valuable. Advercado’s rules ensure that customers cannot unfairly use your work without payment.

🛡️ Your Rights as a Vendor

• Ownership of Work: Until payment is completed (full or partial), all intellectual property belongs to you.
• Right to Refuse: You can reject content that is illegal, offensive, or against Advercado’s values.
• Refund Discretion: If inappropriate content is submitted, you can decline to refund.

💡 Best Practices to Protect Yourself

• Always keep communication on Advercado (avoid moving to private emails or WhatsApp). This ensures you’re covered by our Dispute Resolution Process.
• Deliver drafts with watermarks or previews until payment is secured.
• Be clear in your service description about what is included (e.g. number of revisions, delivery formats).
• Report abusive or illegal content immediately to Advercado.

🚫 If a Dispute Occurs

• You’re protected from customers using your work unless payment is made.
• Advercado will review communications and evidence fairly.
• You can still offer partial refunds or goodwill gestures — but it’s your choice, not an obligation.

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3. Frequently Asked Questions About Refunds

Refunds are sometimes necessary, but our process is designed to be fair for both customers and vendors.

❓ When can I get a refund?

• If the vendor fails to deliver the service as agreed.
• If both you and the vendor mutually agree to cancel the order.
• If Advercado rules in your favour after a dispute review.

❓ When will I NOT get a refund?

• If you submit illegal, offensive, or inappropriate content.
• If you attempt to use the vendor’s work without payment.
• If the vendor has already delivered work as described in their listing.

❓ Who decides refunds?

• Initially, you and the vendor should try to reach an agreement.
• If that fails, Advercado’s Dispute Team reviews the case.

❓ What happens if a refund is granted?

• Funds are returned to your Advercado balance or original payment method (depending on circumstances).
• You lose all rights to use any of the vendor’s work.

❓ What if I’m unhappy but the vendor delivered correctly?

• You may request revisions (if included in the service terms).
• Refunds are not guaranteed if the vendor has fulfilled their obligations.