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Refunds & Cancellations

Last updated: November 22, 2025

Defines how holds are released, when charges are refunded, and what organizers or creators must do when plans change.

General Principles

Our reservation engine authorizes cards up front but only captures funds when goals are met. Whenever we cannot deliver—because an organizer cancels, a campaign expires, or compliance requires it—we automatically release or refund the hold.

  • Refunds return to the original payment method. Depending on the issuing bank, funds may take 5–10 business days to settle.
  • Supporters never pay platform fees on failed events or campaigns.
  • Chargebacks are investigated with the organizer and may lead to suspension if patterns emerge.

Events & Reservations

Goal Not Met

  • Payment intents are canceled automatically within 24 hours of the deadline.
  • Attendees receive a reservation_failed notification and no charges post to their statement.

Organizer Cancellation

  • If an event is canceled after capture, organizers must issue refunds within 7 calendar days.
  • Akangbou can trigger bulk refunds via the dashboard when requested at events@akangbou.com.

Attendee-Initiated Refunds

  • Attendees can cancel reservations while payment is still authorized. No fees apply.
  • After capture, organizers may set custom refund windows. Those windows must be published on the event page.

Marketplace Waitlists

  • Authorized amounts drop automatically when a campaign expires or the creator pauses fulfillment.
  • If a captured campaign cannot ship, creators must refund supporters within 10 business days and update the campaign timeline.
  • Disputed charges triggered by a missed shipping milestone may result in holdbacks on future campaigns.

Service Provider Quotes

Payments for contractor quotes are treated as milestones. Refund eligibility is governed by the underlying service agreement between contractor and client. However, Akangbou will pause payouts and investigate whenever milestone disputes arise.

How to Request Help

  • Event attendees: events@akangbou.com with reservation ID and event URL.
  • Marketplace supporters: marketplace@akangbou.com with checkout session ID.
  • Quote disputes: billing@akangbou.com with invoice number and supporting documents.