fanping Refund Policy

Operated by: Antrium GmbH (“Antrium”, “we”, “us”, “our”) Service: fanping (the “Service”) Seller of record: Paddle.com Market Ltd (“Paddle”) Version: 2.0 Effective Date: July 18, 2026

This Refund Policy explains when and how you can obtain a refund for a paid fanping subscription. It forms part of, and should be read together with, our Terms of Service (Section 14, Billing and Subscriptions) and Privacy Policy. It does not limit any mandatory statutory rights you have as a consumer.

1. Who sells the subscription and who issues refunds

Paid creator subscriptions are sold and processed by Paddle as our Merchant of Record. Paddle is the seller of record for the transaction and handles payment, invoicing, taxes, and first-tier billing support, including refund requests.

Because Paddle is the seller, we cannot pay a refund to you directly. Where a refund is due or agreed, we instruct Paddle and Paddle issues the refund to your original payment method. Refunds are administered under Paddle’s Buyer Terms and Refund Policy, this Policy, and applicable law. Where this Policy and Paddle’s Buyer Terms differ as to the payment transaction, Paddle’s Buyer Terms govern that transaction. Nothing in this Policy limits your mandatory consumer rights.

2. Free use

The Fan App and the free creator plan are provided at no charge, so there is nothing to refund for them. This Policy concerns paid creator subscriptions only.

3. Your statutory right of withdrawal or cancellation

Mandatory consumer-protection law in your country may give you a withdrawal or cancellation right. Where it does, that right always applies and is administered by Paddle, regardless of anything else in this Policy. Paddle administers these rights; the detail is set out in Paddle’s Refund Policy.

If you are a consumer in the EU/EEA, you normally have a 14-day right of withdrawal for a digital-services subscription, starting when the contract is concluded. This right applies to your first subscription payment; it does not create a new withdrawal right for each subsequent monthly renewal. The 14-day period runs once, from conclusion of the contract, including where the subscription starts with a free trial, provided you were clearly informed about the conversion.

A fanping subscription gives you immediate access to the paid features. At checkout, you expressly request that the service begins immediately and acknowledge that you lose your 14-day right of withdrawal once the service has been fully performed. Accordingly:

  • if, at the time you withdraw within the 14 days, the service has been fully performed, your right of withdrawal is extinguished and no refund is owed for that period;
  • if the service has been partially performed, you may still withdraw, and you owe an amount proportionate to what was supplied up to the point of withdrawal; the balance is refunded.

4. Subscriptions, cancellation and renewals

Subscriptions are billed monthly and renew automatically each month until cancelled.

  • You can cancel at any time from the dashboard or the Paddle customer portal. Cancellation stops the next renewal.
  • After cancellation you keep access to the paid features until the end of the monthly period you have already paid for. We do not provide a pro-rata refund of the current month when you cancel, except where Section 3 or Section 6 requires it.
  • We do not refund past months that have already been delivered.

To delete a creator account that has an active paid subscription, the subscription must be cancelled first (Terms of Service, Section 14.2).

5. Free trials

Where we offer a free trial, you will not be charged if you cancel before the trial ends. If you do not cancel before the trial ends, the subscription converts to a paid subscription at the price shown when you started the trial, and the rules in this Policy then apply.

6. When we will refund beyond the above

In addition to the statutory withdrawal right in Section 3, we (through Paddle) will refund where the law requires it, including:

  • a material failure to deliver the paid service that is attributable to us and not remedied within a reasonable time (for example, the paid features are unavailable to you for a prolonged period for reasons within our control); and
  • where mandatory consumer-warranty law for digital services (in Austria, the Verbrauchergewährleistungsgesetz / VGG) gives you a right to a price reduction or termination because a defect is not remedied.

Any refund we grant on a discretionary or goodwill basis, outside a statutory entitlement, will not exceed one month’s subscription fee and does not set a precedent for future requests. This cap does not limit a larger refund where mandatory law requires one.

7. How to request a refund

Because Paddle is the seller, refund requests are handled through Paddle:

  • use the “View receipt” or “Manage subscription” link in your Paddle transaction confirmation email;
  • request a refund directly at https://paddle.net; or
  • contact us at [email protected] and we will route your request to Paddle.

Tell us the email used at checkout and the Paddle order or subscription reference. Where a refund is approved, Paddle processes it to your original payment method, normally within 14 days of approval. If a transaction is not eligible for a refund, you can still cancel the subscription at any time to stop future billing; cancellation takes effect at the end of the current monthly period (Section 4).

8. Chargebacks

If you believe a charge is wrong, please contact us or Paddle first; most issues are resolved quickly. Initiating a bank chargeback instead of requesting a refund can lead to suspension of the subscription while the dispute is investigated. We reserve the right to refuse service in cases of demonstrated payment fraud or chargeback abuse, without prejudice to your statutory rights.

9. Price changes

We may change subscription prices prospectively. A change is communicated before it takes effect and does not affect a billing period already paid for (Terms of Service, Section 14.4).

10. Contact

Antrium GmbH, Hackhofergasse 1, 1190 Vienna, Austria Email: [email protected]

For payment, invoicing, and refund processing, Paddle is the seller of record and the first point of contact; see the Paddle receipt or https://www.paddle.com/legal.