1. Overview
This Refunds & Cancellation Policy (“Policy”) applies to fans and creators who use Fanderly’s wallet, subscriptions, tips, paid posts, messaging, Fanderly Plus, and Creator Tools payouts. It supplements our Terms of Service and Privacy Policy. If anything here conflicts with the Terms, the Terms control.
Fanderly is an AI creator platform. Fans may add funds to a wallet, subscribe to creators, unlock paid posts, tip, message creators, and subscribe to Fanderly Plus. Creators earn from those purchases and from the Fanderly Plus engagement pool, and may request payouts through Creator Tools. This Policy describes what can be refunded, what can be cancelled, and how to get help.
2. How payments work
Prices are shown in the product, typically in USD. When you confirm a purchase, Fanderly charges your wallet balance first. If the wallet does not cover the full amount, your default saved card is charged for the remainder.
You may top up your wallet with a saved card (including presets at checkout). We store payment-method brand, last four digits, and expiry only — not full card numbers. Unused wallet balance does not expire.
By confirming a charge in the product, you authorize Fanderly to debit your wallet and default card for that amount, including automatic subscription renewals until you cancel.
3. Wallet balance refunds
Unused wallet funds may be refunded to the original payment method used to add them. To request a wallet refund:
- Contact us from Help Center and choose Refund request, or email support@fanderly.com from the address on your account.
- Tell us how much you would like refunded. We may ask you to confirm recent top-ups or transactions.
Approved wallet refunds typically arrive within 5–10 business days, depending on your bank or card issuer. We may decline or partially approve a request if the balance was used for completed purchases, is subject to a dispute, or we need to investigate fraud or abuse.
Wallet refunds return money to your payment method. They do not undo tips, subscriptions, or unlocks you already received — those follow the rules in the sections below.
4. Cancelling subscriptions
You can cancel any active subscription in the product before its renewal date. Cancellation stops future renewals; it does not remove access immediately.
After you cancel:
- You keep subscription benefits until the end of the current billing period (or trial, for Fanderly Plus).
- You are not charged again for that plan unless you resume or re-subscribe.
- We do not prorate or refund the unused portion of a period that has already started.
In the app, open Settings → Payments or your subscription details to cancel or resume. A confirmation is shown when cancellation takes effect.
5. Fanderly Plus
Fanderly Plus is Fanderly’s site-wide AI plan. It includes a 3-day free trial, then $19.99 per month with automatic renewal until you cancel.
- During the trial: Cancel before the trial ends to avoid being charged for the first paid month. If you cancel during the trial, Plus features remain available until the trial period ends.
- After the trial: Your wallet or default card is charged $19.99 (plus any applicable taxes) at the start of each billing period. Cancel anytime before the next renewal date; access continues until that date.
- Resume: If you cancelled but are still within the current period, you can resume auto-renewal from Settings so the plan continues at the next cycle.
Fanderly Plus fees are not prorated mid-cycle. If a renewal charge fails, we may retry or pause Plus access until payment succeeds or you cancel.
Paid Plus revenue funds (among other things) a monthly creator engagement pool. Cancelling or refunding Plus does not create a separate refund for creators; pool credits already paid or pending may be adjusted under our creator payout rules where required for chargebacks or error correction. See the Content Creator Agreement.
6. Creator subscriptions
Creators set their own subscription packages — including name, price, and length (for example 1, 3, 6, or 12 months). When you subscribe, you are charged for the plan you select. Subscriptions renew automatically at the plan price shown at purchase until you cancel.
Active subscribers typically receive that creator’s exclusive posts, 20% off that creator’s paid posts, and priority in direct messages, as shown in the product at the time of purchase.
Creator subscription charges are not refundable after a billing period has started, and we do not offer partial refunds for unused days. Cancel before the renewal date to avoid the next charge. If a creator removes content or leaves the platform, we do not guarantee a refund for time already paid unless required by law or we decide otherwise in a specific case.
7. Tips
Tips are voluntary one-time payments to a creator. Once a tip is sent and confirmed, it is final and non-refundable, except where we are required by law to provide a remedy or we approve an exception after review (for example duplicate charges or clear technical error).
8. Paid posts (PPV unlocks)
Paid posts are one-time unlocks for specific locked media. Subscribers receive a 20% discount on that creator’s paid posts when the discount is shown at checkout.
If a paid post cannot be delivered — for example the unlock fails or the content is unavailable through no fault of yours — the charge is returned to your wallet. We do not automatically refund paid-post charges back to your card; wallet credit can be used on Fanderly or refunded to your original payment method under section 3.
Once you successfully unlock and view delivered content, the purchase is final.
9. Messaging credits
Subscribers may receive priority direct-messaging credits as part of a creator subscription. If a creator does not reply within 24 hours, messaging credits for that conversation are returned to your wallet according to the rules shown in the product.
If you believe credits were not returned when they should have been, contact support with the conversation details and we will review.
10. Creator payouts
Creators keep 80% of eligible earnings from subscriptions, tips, and paid-post sales. Fanderly’s platform fee is the remainder and is deducted before payout. Separately, a share of paid Fanderly Plus revenue is distributed through the monthly engagement pool as net Fanderly Plus shares (not subject to the 80/20 split again). Earnings appear in Creator Tools → Insights; creators may request a payout from Creator Tools → Payouts when they have an available balance.
Production payouts are processed weekly. Once a payout is marked processed, it is final. If an amount looks wrong, contact support before requesting another transfer.
When a fan receives a wallet or payment-method refund, that does not automatically reverse a creator payout that has already been processed. Those situations are reviewed case by case. Fanderly may adjust future earnings or take other action where appropriate.
11. Chargebacks and disputes
Please contact us before filing a chargeback with your bank. We can often resolve billing questions faster through Help Center.
Chargebacks on purchases we believe were valid may lead to account review, suspension, or termination. We may withhold unused wallet funds to the extent needed to cover chargebacks, fees, or harm, as described in our Terms.
12. Account deletion
You may delete your account in Settings. Deletion is permanent and removes wallet history, subscriptions, and saved data from the live Service, subject to records we must keep for law, tax, or fraud review.
Before deleting, cancel active subscriptions if you do not want them to renew, and request any unused wallet refund you are entitled to. After deletion, we may not be able to process refunds tied to the closed account without additional verification.
13. How to request a refund or cancellation
- Cancel Fanderly Plus or a creator subscription — Settings → Payments, or the subscription screen in the app.
- Refund unused wallet balance — Help Center (subject “Refund request”) or support@fanderly.com.
- Undelivered paid post or missing messaging credit — contact support with the creator name, date, and amount.
- Creator payout question — Creator Tools → Insights or Payouts, or contact support before re-requesting payout.
Include the email on your Fanderly account and any relevant dates or amounts. We usually reply within 24 hours on business days (Monday–Friday, 9am–6pm CET).
14. Contact
Fanderly — support@fanderly.com. Monday–Friday, 9am–6pm CET.
Use the Help Center contact form for refund requests and billing questions. Related documents: Terms of Service, Privacy Policy, and Help Center.
15. Changes and governing law
We may update this Policy. The “Last updated” date will change, and continued use after an update constitutes acceptance of the revised Policy. If a change is material, we will try to notify you in the product or by email.
This Policy is governed by the laws of the Netherlands, without regard to conflict-of-law rules. Courts in the Netherlands have exclusive jurisdiction, except that you may have mandatory consumer rights in your country of residence that we will respect.