Krinio refund policy

How to request a refund

Send the request from the email address connected to your Krinio account within 30 calendar days of the Support payment.

1. 1Identify the paymentInclude the creator, idea title, Support amount, payment date and the email used at checkout.
2. 2Explain what went wrongTell us whether the amount was entered incorrectly, the payment was duplicated, you do not recognize it or another exceptional issue occurred.
3. 3Wait for verificationWe check Krinio and Stripe records, may contact the creator and then tell you whether a refund can be initiated and for what amount.

Never email a complete card number, security code, password or Stripe login. Krinio does not need those details to identify a Support payment.

When Krinio will review a request

We review timely requests for an accidentally entered amount, duplicate payment, unrecognized or unauthorized transaction, documented technical error or another exceptional circumstance. A change of mind, a missed funding goal, a delay or creator non-delivery alone does not guarantee a refund.

We may ask for reasonable information to verify the payment and prevent fraud. A request can be refused where we cannot verify it, the 30-day discretionary window has passed or the creator does not agree and no law or payment-network rule requires the refund.

Funding goals and creator delivery

Krinio goals are approximate amounts chosen by creators to communicate a production target and measure demand. Support is processed immediately. It is not held in escrow and is not conditional on the goal being reached.

A creator may produce an idea before the goal, after the goal or decide not to produce it. Supporters do not purchase control over the creator, a release date or a completed work. Creators should still describe ideas honestly and communicate material changes where reasonably possible.

How Stripe direct-charge refunds work

Krinio creates each Support payment as a direct charge on the creator's connected Stripe account. The charge belongs to that account. Stripe debits a refund from the creator's Stripe balance, and a card refund can remain pending if the available balance is insufficient.[1, 2]

Creators with access to their full Stripe Dashboard can issue refunds themselves. Krinio can also initiate a refund with its platform credentials while acting on the connected account. In either case, a refund returns only to the original payment method and final processing depends on Stripe, the payment network and the supporter's bank.

Refund amount and fees

For a discretionary refund, the maximum normally available is the amount that remained for the creator after Krinio's application fee and Stripe processing or currency fees. This means the refund can be partial. Stripe does not return the original processing fee under standard pricing, and Krinio's application fee is not automatically refunded when a direct charge is refunded.[1, 2]

If applicable law, a payment-network decision or another mandatory rule requires a different or full reimbursement, that requirement prevails. Krinio will not use this discretionary fee rule to reduce rights that cannot legally be waived.

Mandatory consumer and payment rights

Swiss law does not provide a general withdrawal right for all internet purchases, although a Swiss provider can offer one voluntarily. EU consumers can have mandatory information and withdrawal rights for covered distance contracts, and a choice of Swiss law cannot remove mandatory protection that applies in the consumer's country of habitual residence when activities are directed there.[3, 4, 5, 6]

The legal classification of a voluntary Support payment depends on the facts and applicable national law. This policy therefore preserves every mandatory consumer, unauthorized-payment and payment-network right. The 30-day review window is an additional operational policy, not a waiver of those rights.

Processing time, failed refunds and disputes

Once initiated, refund timing is controlled by Stripe, the card network and the supporter's bank. Pending or failed refunds can take longer and may require a different resolution. Krinio cannot promise the date on which a credit appears.

Contact support promptly if a payment is unauthorized or technically incorrect. This request process does not remove any right to contact your bank or payment provider, but a duplicate reimbursement through both a refund and a chargeback is not permitted.