1. Requesting help
Email support@fundpaign.com with the campaign name, public payment or order reference, amount, date, and reason. Do not send card numbers, card security codes, passwords, reset links, Stripe credentials, or identity documents by ordinary email.
2. Eligibility and organizer circumstances
Refund eligibility may depend on campaign representations, whether funds or prizes have been committed or fulfilled, organizer action, campaign suspension or cancellation, payment-provider rules, and applicable law. Organizers control their campaigns and may have independent refund or fulfillment obligations. Fundpaign may need to coordinate with the organizer or Stripe before a request can be resolved.
Fundraiser contributions and raffle purchases are different products and may be treated differently. Fundpaign does not promise that dissatisfaction, a campaign missing its goal, or a change in personal circumstances automatically qualifies for a refund.
3. Stripe processing and fees
Payments and approved refunds are processed through Stripe and the original payment method where supported. Stripe or the card network may control processing times, reversals, and whether processing fees are returned. Fundpaign’s platform fee is 2% for fundraisers and 5% for raffles; Stripe processing fees are separate. Treatment of platform and processing fees during a refund follows the applicable Stripe transaction mechanics, Fundpaign policy, and applicable law.
4. Raffle purchases and entries
When a raffle purchase is fully refunded through the supported process, associated entries are invalidated where applicable and are not eligible for a drawing. A refund after entry allocation does not authorize reuse, transfer, or restoration of those entries. Refund requests may be restricted after sales close or a permanent drawing occurs, subject to applicable law and the organizer’s published official rules.
5. Chargebacks and disputes
A cardholder may have dispute rights through the card issuer. Stripe and card networks may investigate and decide chargebacks under their rules. Submitting false disputes or attempting to obtain both a refund and a chargeback may violate Fundpaign policy and applicable law. Fundpaign and organizers may provide relevant transaction and campaign records in response to a dispute.
6. Records
Refunding a payment does not erase its history. Fundpaign may retain payment, order, fee, raffle-entry, refund, dispute, campaign, and audit records for accounting, drawing integrity, fraud prevention, legal compliance, and platform security. Contact support@fundpaign.com if you need assistance.