Refund Policy
You pay when you pledge. This page lists exactly when your money comes back and when it does not.
Last updated: 2026-09-04 · Version 2026-09-04
| Situation | What happens |
|---|---|
| The project doesn't reach its goal | Refunded Refunded in full. No claim needed — it happens automatically. |
| You cancel more than 48 hours before close | Refunded Refunded in full. |
| You change your reward level | Refunded The old pledge is refunded in full, once the replacement is paid. |
| We suspend or cancel the project | Refunded Every pledge collected is refunded in full. |
| The project reaches its goal | Not refunded Not refunded. Funds go to the creator, and responsibility for the reward becomes theirs. |
| You try to cancel in the last 48 hours | Not refunded Not refunded. By then the funding total and reward counts have already informed the creator's decisions. |
| A funded reward is late or changes | Conditional No automatic refund from us. We engage the creator and provide the records you need. |
| A funded reward never arrives | Conditional We don't underwrite the cost of the reward. We log the complaint and will decline to list that creator's future projects where warranted. |
Refunds return by the route you paid: card payments through the card network, QPay payments by bank transfer. For QPay we may need you to add a refund bank account — we ask by email and in your account, and the 72-hour clock starts when that account is available.
1. Timing
Refunds are initiated within 24 hours of a project failing.
They complete within 72 hours of a refund destination being available.
Where a destination is missing we re-send the request until it is resolved, and the clock starts from then.
2. Fees
Transfer fees are our cost. Nothing is deducted from your refund.
We charge no platform fee on a failed project.
3. Refund destination
If you paid by card, the refund returns to that card — you need do nothing.
If you paid by QPay, the payment record may not identify an account we can pay back to. In that case we ask you to add a refund bank account to your profile.
The account name must match the name on your account.
4. If the platform winds down
All live projects are cancelled and refunded 100% from the segregated account.
5. Complaints
If a refund hasn't arrived on time, file a complaint from the contact page. Every complaint gets a reference number and is resolved within 10 days.
If you are not satisfied with the outcome, you may take it to the Financial Regulatory Commission.