Policy
Refunds & complaints
Draft · under legal reviewApplies worldwide · Australian law
In short
Pledges are only charged if a campaign is Greenlit. This explains refunds, failed deliveries and how to raise a complaint.
DRAFT – NOT LEGAL ADVICE. To be reviewed by an Australian qualified lawyer before use.
Version [0.1-draft] · Last updated [DATE] · Operator: [ENTITY NAME / ABN] trading as NeverReel. Drafting note: NeverReel currently operates under Michael Rocci's ABN as a sole trader. Replace [ENTITY NAME / ABN] throughout if and when a Pty Ltd is incorporated, and novate/re-accept terms at that time.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law or other laws that cannot be excluded.
1. Refunds
| Situation | What happens |
|---|---|
| Campaign does not reach its goal | You are never charged. |
| Campaign cancelled before the deadline | Your pledge is released. You are never charged. |
| You cancel your pledge | Available until 24 hours before the deadline. No charge. |
| You change your mind after being charged | The creator may agree to a refund. A change of mind is not generally a ground for a refund under the ACL. |
| Reward not delivered, significantly not as described, or has a major failure | You are entitled to remedies under the ACL from the creator (the supplier), which may include a refund. Contact the creator first; if not resolved within [14 days], contact us. |
| Creator fails to deliver or abandons the project | Creators must refund backers for undelivered rewards. We will mediate, may suspend the creator, withhold remaining funds and refund backers from the dispute reserve (5% held for 30 days) or other withheld funds. |
| Fraud, serious policy breach, or campaign cancelled by NeverReel | We may cancel the campaign and refund all backers. |
| Duplicate or erroneous charge | We will refund it promptly. |
- Refunds are made to the original payment method via Stripe. Card issuers can take [5–10] business days to process.
- Whether NeverReel's platform fee is refunded to the creator is considered case by case; it does not affect the amount you receive back.
- Where we cannot recover funds from a creator, we will tell you what we have done and your other options (including your rights against the creator and with your card issuer). [Lawyer: confirm extent of NeverReel's own exposure.]
2. Complaints
- Contact: [COMPLAINTS EMAIL] or the help form at [URL]. Tell us your name, the project, and what outcome you want.
- Timeframes: we acknowledge within [2] business days and aim to resolve within [15] business days, telling you if it will take longer and why.
- We handle complaints fairly and free of charge, keep records, and use them to improve the Platform.
- Escalation: if you are not satisfied, you can contact Consumer Affairs Victoria, the consumer protection agency in your state or territory, the ACCC, the OAIC (privacy), the eSafety Commissioner (online safety), or a court or tribunal (e.g. VCAT). Overseas users can contact their local consumer authority.
- Please contact us before raising a chargeback; this does not limit your rights with your bank.