Refunds, Chargebacks & Disputes Policy

Last updated: January 2, 2026

This Refunds, Chargebacks & Disputes Policy ("Policy") explains how refunds, chargebacks, payment reversals, and disputes are handled on the Fanelix platform.

This Policy applies to all users, including Customers, Creators, and Agencies, and supplements the Fanelix Terms of Service, Creator Earnings & Payouts Policy, Agency Earnings, Revenue Share & Payouts Policy, and all other applicable Fanelix policies. In the event of a conflict, this Policy governs matters related to refunds and disputes.

 

1. Digital Content and Refunds

Fanelix provides access to digital content and services that are delivered immediately upon purchase.

Unless required by applicable law:

  • All purchases are final

  • Refunds are not guaranteed

  • Access to content begins immediately after payment

By completing a purchase, Customers consent to immediate access to digital content and waive any statutory withdrawal rights where permitted by law.

 

2. When Refunds May Be Considered

Refunds may be considered at Fanelix’s sole discretion in limited circumstances, including:

  • Duplicate charges

  • Technical errors caused by the platform

  • Unauthorized transactions confirmed through investigation

  • Legal or regulatory requirements

Refunds are not provided based on dissatisfaction with content, Creator activity, or usage preferences.

 

3. Chargebacks and Payment Disputes

Customers are encouraged to contact Fanelix support before initiating a chargeback.

Initiating a chargeback may result in:

  • Immediate restriction or suspension of the Customer account

  • Loss of access to purchased content

  • Permanent account termination in cases of abuse

Fanelix reserves the right to contest chargebacks using available transaction records.

 

4. Impact on Creators and Agencies

4.1 Earnings Adjustments

If a transaction is refunded, reversed, or charged back:

  • Related Creator earnings may be reversed

  • Related Agency earnings may be reversed

  • Processing and chargeback fees may be deducted

 

4.2 Negative Balances

If reversals exceed available balances:

  • Creator or Agency accounts may carry a negative balance

  • Future earnings may be offset to recover losses

  • Payouts may be delayed or withheld

Users accept this risk as part of using the platform.

 

5. Dispute Resolution Between Users

Disputes between:

  • Customers and Creators

  • Creators and Agencies

  • Agencies and Customers

Are private matters. Fanelix does not act as an arbitrator, mediator, or legal advisor.

Fanelix may restrict accounts involved in disputes to protect platform integrity.

 

6. Fraud and Abuse

Abuse of refunds or chargebacks, including repeated or fraudulent claims, may result in:

  • Account suspension or termination

  • Forfeiture of earnings

  • Reporting to payment processors or authorities where required

 

7. Payout Holds During Disputes

Fanelix may temporarily hold payouts where:

  • Chargebacks are pending

  • Fraud investigations are ongoing

  • Legal or compliance obligations require it

No interest is paid on held balances.

 

8. Payment Processor Decisions

Fanelix relies on third-party payment processors.

  • Processor decisions are final

  • Fanelix is not responsible for processor delays or outcomes

  • Processor rules may override this Policy where required

 

9. No Guarantees

Fanelix does not guarantee:

  • Refund approvals

  • Chargeback outcomes

  • Recovery of disputed funds

All platform use involves financial risk.

 

10. Policy Updates

Fanelix may update this Policy at any time. Continued use of the platform constitutes acceptance of the updated Policy.

 

11. Contact

For questions regarding refunds, chargebacks, or disputes:

Email: contact@fanelix.com