Service Guidelines
A simple guide to opening, handling, reviewing, and completing a CreatorGuard request.
Effective: August 26, 2026
These guidelines explain what clients should expect while a CreatorGuard ticket is being handled and what we need from clients to keep cases organized.
1. Open the closest matching ticket type
Select the service that best matches the issue. If you are unsure, use General Support. You do not need to know the exact service before asking for help.
2. Start with a clear summary
Explain what happened in simple chronological order. Include only information that is relevant to the request.
- What happened
- Who was involved
- Important dates
- Relevant usernames or profile links
- What outcome or support you are requesting
3. Submit useful evidence
Useful evidence may include screenshots, original project files, payment proof, agreements, delivery records, platform links, and relevant messages. When possible, provide evidence in order and avoid unnecessary duplicates.
Do not edit evidence in a way that changes its meaning. If an image or document has been edited for privacy or annotation, tell staff.
4. Never send passwords or account access
CreatorGuard does not need your password, two-factor authentication code, recovery code, session cookie, private token, or full banking login. If a service requires a submission on your behalf, staff should explain what information is actually necessary.
5. Ticket status
Your ticket may move through statuses such as Waiting for Response, Waiting for Payment, In Progress, Ready for Review, Continuing Service, Closing Soon, Completed, or Closed. Status updates help show what the case is waiting on.
6. Payments
Paid work should not begin until the price and service are confirmed. Use only the payment instructions provided through an official CreatorGuard ticket or authorized staff process. Keep your own payment receipt.
7. Communication
Keep important case communication in the ticket whenever possible so there is a clear record. Be respectful and give staff time to review complex materials. Repeatedly pinging multiple staff members may slow the review rather than speed it up.
8. Review and corrections
When a service is marked Ready for Review, check the result carefully. If something does not match the agreed scope, explain the specific issue. Reasonable corrections within the original scope can be reviewed. New work or major changes may require a new quote.
9. Escalations
Refund requests, chargeback concerns, serious complaints, sensitive privacy issues, staff conduct concerns, and complex copyright matters may be escalated to authorized leadership for review.
10. Inactivity
If CreatorGuard is waiting for information from you, the ticket may receive reminders and may eventually be marked Closing Soon or archived. You can contact support if you need more time.
11. Privacy and sensitive information
Share only what is needed. Copyright and other sensitive requests may be restricted to authorized staff. If you accidentally submit information that should not be in the ticket, tell staff as soon as possible.
12. What CreatorGuard cannot promise
CreatorGuard cannot promise that another user will cooperate, a platform will remove content, a payment processor will decide in your favor, or a government office will accept or process a filing within a specific time.
13. Keep your own backups
Always keep your own copies of important files, messages, agreements, receipts, project records, and final deliverables. CreatorGuard records should not be your only backup.
14. Problems with a CreatorGuard service
If something appears incorrect, broken, missing, or out of place, contact staff. Confirmed CreatorGuard service issues will be reviewed and may be resolved through correction, replacement, service credit, partial refund, full refund, or another reasonable solution depending on the circumstances.
15. Independent lawyer or law-firm review
Some agreements, notices, filing materials, or other documents may be sent to an independent licensed lawyer or law firm for review when appropriate and authorized. CreatorGuard is not a law firm. Any legal advice or legal opinion comes from the independent legal professional, and separate professional fees may apply.
Only information reasonably necessary for the requested review should be shared. Clients may be asked to authorize disclosure of relevant files or information before materials are sent outside CreatorGuard.
16. Disputes with CreatorGuard
If you believe CreatorGuard made a serious error or caused a loss, contact the escalation team first and provide the case number, the issue, and the resolution you are requesting. Where legally permitted, users agree to give CreatorGuard a reasonable opportunity to investigate and attempt to resolve the matter before formal proceedings are started.
This guideline does not remove legal or consumer rights that cannot be waived.
17. Contact
For general support, use a CreatorGuard ticket or email support@creatorproof.ca. For serious service disputes or escalations, email escalations@creatorproof.ca.