Refund Policy

This policy explains when refunds are available on Fannilla™ and how to request one. It applies to all users and forms part of the Terms of Service and Purchase & License Agreement.

Fans and Creators have different rights and obligations under this policy. Please read the section that applies to you.

About Us

Fannilla™ is owned and operated by Fannilla B.V., a company registered in the Netherlands (Chamber of Commerce no. 92142125), with its registered address at Blaak 34, 3011 TA Rotterdam, the Netherlands. Your agreement is with Fannilla B.V.

Users in the United States and Canada may interact with Fannilla, Inc., a US entity, solely for the purpose of payment processing and Creator payouts. Fannilla, Inc. acts in an administrative capacity on behalf of Fannilla B.V. and is not a separate contracting party to your agreement with us.

General

All transactions on Fannilla™ are subject to the terms set out in this policy. Refunds are only available in the circumstances described below. By making a purchase or adding funds to your Wallet on the platform, you agree to these terms.

A. Refunds for Fans

A1. Wallet Balance

Your Fannilla™ Wallet is a prepaid balance that you can use to pay for subscriptions, content purchases, and tips on the platform. Funds added to your Wallet are held by our third-party payment processor on your behalf and are denominated in EUR or USD depending on your location.

When you add funds to your Wallet:

You are entitled to a full refund of your Wallet balance within 14 days of a top-up, provided you have not spent any of those funds.
Your right to a refund is forfeited as soon as you spend any part of the funds added in that top-up — even partially.
Wallet funds do not expire as long as your account remains active. If your account is inactive for 12 consecutive months, unused funds may expire. We will notify you in advance before this occurs.
To request a refund of unspent funds, go to your Wallet, select the relevant top-up transaction under Latest Transactions, and submit a refund request.

Example: You top up €20 and spend €5 on a subscription. You are no longer entitled to a refund for the remaining €15 from that top-up.

A2. Subscriptions

Subscriptions are billed in advance for the selected Subscription Period (weekly, monthly, or annually). Subscription payments are deducted directly from your Wallet balance or charged to your linked payment method.

If you cancel a Subscription, you retain access to the Creator's content until the end of the current Subscription Period. No partial refunds are issued for unused time within a period.
A refund may be issued if the Creator removes all or substantially all of their content during your active Subscription Period without a valid reason under the Terms of Service.
A refund may be issued if the Creator blocks you without a valid reason under the Terms of Service.
A refund may be issued if a technical error on our platform prevents you from accessing content you have paid for, where the error is not resolved within a reasonable time.
Subscriptions renew automatically unless cancelled before the renewal date. You can cancel at any time via Account Settings > Subscriptions.

Right of withdrawalBy accessing subscription content immediately after purchase, you expressly acknowledge that digital content delivery has commenced and you agree to waive your statutory 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU), Article 16(m), and equivalent national law. This waiver does not affect your other statutory rights.

A3. Individual Content & Product Purchases (Pay-Per-View)

Individual purchases of Content or Products (one-off transactions) are paid from your Wallet balance or directly via your linked payment method.

These purchases may be non-refundable. The Creator will indicate the applicable refund terms at the point of purchase.
A refund may be granted if the Content is removed before you have had a reasonable opportunity to view it.
A refund may be granted if the Content is defective or materially different from its description, and this is not remedied within a reasonable time.
What constitutes a 'reasonable opportunity to view' will be assessed by Fannilla™ on a case-by-case basis.
If a Creator has explicitly marked a purchase as non-refundable and the Content was delivered as described, no refund is available.

A4. Tips

Tips are voluntary payments made to Creators from your Wallet balance as a gesture of support. Tips are non-refundable in all circumstances, except where a tip was made in exchange for a specific, clearly agreed deliverable that the Creator subsequently fails to provide. In such cases, you must provide clear evidence of the agreement and the non-delivery. Fannilla™ will review such requests at its discretion.

B. Refunds for Creators

As a Creator on Fannilla™, the following applies to refunds initiated by your Fans:

You may be subject to refund requests from Fans under their statutory consumer rights. Refunds granted to Fans are for your account and risk.
The Fannilla™ Creator Fee (20%) is non-refundable, even where a Fan receives a refund on a transaction.
If a Fan initiates a chargeback through their bank or payment provider, the chargeback amount and any associated processing fees will be deducted from your Creator Earnings.
Repeated or fraudulent chargebacks associated with your account may result in suspension or termination of your account.

Best practice: Clearly describe your Content and Products at the point of sale and deliver what you promise. This is the most effective way to prevent refund disputes and chargebacks.

C. Chargebacks and Payment Disputes

A chargeback is a reversal of a transaction initiated directly with a bank or card provider, bypassing Fannilla™'s own support process. Chargebacks create costs and complications for all parties.

All users agree not to initiate a chargeback or payment dispute without first contacting Fannilla™ support at help@fannilla.com to attempt resolution.
Fan accounts where a chargeback is initiated may be suspended pending investigation.
If a chargeback is found to be abusive or fraudulent, Fannilla™ may permanently suspend the Fan's account and withhold access to content, Wallet balance, or earnings.
Creator Earnings equivalent to the chargeback amount, plus any associated fees charged by the payment provider, will be deducted from the Creator's account.

Contacting us first saves time for everyoneIn most cases we can resolve payment issues faster than a chargeback process and without the risk of account restrictions.

D. How to Request a Refund

Wallet top-ups: Via your Wallet under Latest Transactions within 14 days of the top-up, provided no funds from that top-up have been spent.
All other refunds: Email help@fannilla.com with your username, transaction reference number, amount, date of transaction, and a clear description of the reason for your request.
Refund requests must be submitted within 14 days of the relevant transaction, unless a longer period is required by applicable law.

We will acknowledge refund requests within 2 business days and provide a decision within 7 business days. Refund decisions are final unless you have a statutory right to escalate to a regulator, ombudsman, or court.

E. Platform Discretion and Policy Abuse

Fannilla™ reserves the right to refuse refund requests that do not meet the criteria set out in this policy, or where abuse of the refund process is suspected. This includes, but is not limited to, patterns of topping up and immediately requesting refunds, or coordinated refund requests designed to cause financial harm to Creators.

F. Your Statutory Rights

Nothing in this Refund Policy limits or excludes your statutory rights as a Consumer under applicable law. EU Consumers retain the protections afforded by the EU Consumer Rights Directive and applicable national consumer legislation, regardless of the terms set out in this policy. This policy is intended to complement, not replace, your legal rights.

G. Governing Law

This Refund Policy is governed by the laws of the Netherlands. EU Consumers retain the protections afforded by the mandatory laws of their country of residence. Nothing in this policy affects your statutory rights.