Refund & Chargeback Policy

1. How payments work on FunVertex

Understanding the two steps matters, because they are refunded differently:

• Step one — funding. You add funds to your FunVertex wallet balance with a card. Card details are entered on a hosted payment page operated by our payment processor; FunVertex never sees or stores your card number.
• Step two — spending. Subscriptions, tips, pay-per-view post and message unlocks, and AI call minutes are paid from that wallet balance. No card is charged at this step.
• Checkout links. A Creator's promotional checkout link can be paid directly by card without funding a wallet first, so it is a single card charge.

Every payment appears in your account history with its date, amount, type, and the Creator it relates to. The billing descriptor that will appear on your card statement is shown to you on the payment page before you confirm.

2. The general rule: digital content is final once delivered

FunVertex sells digital content that is delivered instantly. Once a subscription is active, a pay-per-view item has been unlocked, a tip has been sent, or an AI call has connected, the content or service has been supplied and the payment is final and non-refundable, except in the circumstances set out in section 3 or where the law of your country gives you a right we cannot exclude.

Where you have a statutory right to cancel a distance contract (for example the 14-day right of withdrawal for consumers in the EU and UK), you expressly request immediate delivery of digital content at the point of purchase and acknowledge that you lose that right once delivery has begun. This does not affect your rights where the content or service supplied was faulty, was not as described, or was never delivered.

3. When we do issue a refund

We will refund a payment, in full or in part, where any of the following applies:

• Unauthorised use. The payment was made from your account or with your card without your authorisation, and we are able to confirm this.
• Duplicate or double charge. The same purchase was charged more than once, or funds were taken more than once for a single wallet top-up.
• Non-delivery. You paid for content or a service that was never delivered — for example a pay-per-view item that failed to unlock, an AI call that never connected, or a subscription that did not activate.
• Technical failure. A defect on our side prevented you from accessing what you paid for, and we could not resolve it.
• Materially not as described. The content you received was materially different from what was advertised at the point of purchase.
• Content removed for policy violation. Content you paid for was removed by us under the Prohibited Content & Content Moderation Policy, or the Creator's account was terminated for cause, before you had reasonable access to it.
• Accidental purchase. A purchase you made in error, reported to us within 48 hours, where the content has not been substantially consumed. This is granted at our discretion and not as of right.

We do not refund a purchase because you changed your mind about a Creator, stopped enjoying the content, forgot that a subscription was running, disagreed with a Creator, or were blocked by a Creator for breaching these rules. Tips are voluntary gifts and are not refundable on the basis of regret.

4. How to request a refund

Contact us first — before your bank. Almost every case is resolved faster this way, and a chargeback has consequences for your account (section 8).

• Submit a request through the Support Center contact form, selecting "General Support".
• Include: the email address on your FunVertex account, the date and amount of the payment, what it was for (subscription, tip, unlock, AI call, wallet top-up, checkout link), the Creator's username where relevant, and a short explanation of the problem.
• Submit your request within 60 days of the payment date. We may still review older requests, but we cannot guarantee it.

Our response times. We acknowledge every refund request within 2 business days, and issue a decision within 10 business days of receiving the information we need. If we decline, we will tell you why. You can ask us to review a declined decision once, through the same channel.

5. How an approved refund is paid

• Purchases made from your wallet balance (subscriptions, tips, unlocks, AI calls) are refunded as a credit of the full amount back to your FunVertex wallet balance. That is a true reversal of the transaction: your balance returns to what it was before the purchase, and you can spend it again immediately.
• Card payments (wallet top-ups and checkout links) are refunded to the original card through our payment processor. We cannot send a card refund to a different card or to a bank account.
• Card refunds are submitted within 5 business days of approval and typically appear on your statement within a further 5–10 business days, depending on your bank.
• Where we refund a card payment as a wallet credit instead — for example because you asked for it, or because the original card is no longer valid — we will say so explicitly before processing it, and you can decline.

6. Unused wallet balance

Funds you have added but not yet spent remain yours. You can request a return of your unused balance to the card that funded it, through the Support Center. We will verify that the request comes from the account holder, may ask for confirmation of identity, and will return the unspent amount to the original card. Balance that has already been spent on delivered content is not part of that amount, and is governed by sections 2 and 3.

We do not charge a fee to return an unused balance, and unused balance does not expire while your account is open. If your account is terminated for a breach of the Terms or the Content Policy, any balance may be withheld pending investigation.

7. Subscriptions and cancellation

• A subscription runs for a fixed 30-day term, paid once at the start of the term from your wallet balance. FunVertex does not store your card for recurring billing and does not automatically charge your card at the end of a term.
• You can cancel at any time from the Subscriptions page in your account. Cancelling stops the subscription from continuing; you keep access to the Creator's subscriber content until the end of the term you already paid for.
• Cancelling does not refund the current term. A part-used term is refunded only where one of the grounds in section 3 applies.
• Where a Creator offers a free trial, the trial covers only the trial period, nothing is charged when it ends, and you simply lose access unless you subscribe.

8. Chargebacks and payment disputes

A chargeback is a dispute you raise with your bank or card issuer rather than with us. Please do not use one as a first step: it takes weeks to resolve, costs the Creator their earnings, and is far slower than contacting us.

• If you believe a charge is fraudulent or unrecognised, contact us first at the Support Center. We will investigate promptly and refund where section 3 applies.
• When a chargeback is raised, we provide the payment processor and issuing bank with the evidence of the transaction we hold — account and login records, the purchase and delivery record, and the acceptance of these terms.
• Access to content purchased with the disputed payment is removed while the dispute is open.
• Accounts that raise chargebacks without merit — in particular where the content was delivered and consumed — may be suspended or terminated, and may be barred from making future purchases. This is set out in the Terms of Service and in section A8 of the Content Policy.
• If a chargeback was raised in error, contact us and we will work with you to withdraw it and restore your account.

9. Effect on Creator earnings

When a purchase is refunded or charged back, the Creator's share of that purchase is reversed out of their balance — from their pending balance if the earning has not yet cleared, or from their withdrawable balance if it has. Where the money has already been paid out and cannot be recovered automatically, the amount is recorded as owed and settled against future earnings. Creators are notified of reversals affecting their balance, and every refund is recorded in the platform audit log with the administrator who made it and the reason.

Creator payouts are separate from this policy and are governed by the payout terms in your Creator dashboard.

10. Changes to this policy

We may update this policy from time to time. Material changes will be notified in-app or by email, and the "last updated" date above will be revised. The version of this policy in force at the time of your purchase is the one that applies to it.

11. Contact

Refund requests, billing questions, and disputes should be sent through the Support Center. We respond to every billing enquiry within 2 business days.