Sign in

Refund Policy

Fusey B.V. - Last updated: June 2026
This Refund Policy explains when and how refunds are issued on the Fusey platform ("Platform"), operated by Fusey B.V.. This policy forms part of our Terms of Service.

The Fusey Guarantee

Every order on Fusey is backed by the Fusey Guarantee. When you purchase a promotional service through Fusey, we guarantee that:
  1. Your payment is protected. Your payment is authorised through Stripe but not captured, and the Creator is only paid after you approve the delivery.
  2. You receive the service or get your money back. If the Creator fails to accept or deliver, you are automatically refunded in full.
  3. You have time to review. You have 72 hours to review each delivery before it is considered accepted.
  4. Disputes are handled fairly. If you are not satisfied with a delivery, you can open a dispute and our team will review the case.
The Fusey Guarantee is included with every order at no additional cost.

How Payments Work

When a Sponsor purchases a Creator's Package, the payment is authorised but not captured by our payment processor Stripe until the Creator accepts the order. As merchant of record, Fusey collects the payment through Stripe and holds it until you approve the delivery. This protects the Sponsor throughout the order lifecycle. The Creator is not paid until the delivery is approved.

Automatic Full Refunds

Your full payment is automatically returned in the following cases:

Creator Does Not Accept the Order

If the Creator does not accept the order within 72 hours of purchase, the order is automatically declined. Because payment is held as an uncaptured authorization at this stage (not yet charged), the authorization is cancelled and the hold on your funds is released. No money ever leaves your account. There is no processing delay.

Creator Fails to Deliver

If the Creator accepts the order but does not deliver within the agreed deadline (set by the Creator's Package terms), the order is automatically cancelled and a full refund is issued (including the Platform Fee). The refund is processed through Stripe to your original payment method.

Dispute Resolved in Sponsor's Favor

If the Sponsor opens a dispute after delivery and Fusey administration resolves the dispute in the Sponsor's favor, a full refund is issued (including the Platform Fee). The refund is processed through Stripe to your original payment method.

When Refunds Are Not Available

Refunds are not available in the following situations:
  • Delivery approved. The delivery has been approved by the Sponsor, either manually or automatically after the 72-hour review period.
  • Dispute resolved in Creator's favor. A dispute was resolved and the delivery was deemed to meet the Package description.
  • Change of mind. The Sponsor's dissatisfaction is based on expectations not included in the Package description or the community instructions provided at purchase. Once a valid delivery matching the Package description is approved, the purchase is final.
These limitations are without prejudice to your mandatory statutory rights as a consumer where a service was not as described or was defective.

Automatic Delivery Approval

If the Sponsor does not review a delivery within 72 hours of submission, the delivery is automatically approved. After automatic approval, the Fusey Guarantee no longer applies to that order and refunds are no longer available. This does not affect your mandatory statutory rights as a consumer where the service was not as described.
We send email notifications when a delivery is submitted to give you time to review.

Refund Method and Timing

The return of funds depends on the stage at which the order was cancelled:
  • Pre-acceptance (Creator did not accept): Payment was held as an uncaptured authorization and is cancelled immediately. No money left your account; the hold is released and typically clears the same day.
  • Post-acceptance (delivery deadline exceeded or dispute resolved in your favor): A full refund including the Platform Fee and any associated VAT is processed through Stripe to your original payment method. Processing time depends on your bank or card issuer, typically 5 to 10 business days.
Where VAT was included in your original payment, Stripe automatically reverses the VAT portion as part of the refund.

Creator Accountability

Creators who repeatedly fail to accept orders, miss delivery deadlines, or receive disputes resolved against them may face account consequences including:
  • Reduced visibility on the Platform.
  • Temporary suspension.
  • Permanent removal from the Platform.

Sole and Exclusive Remedy

The Fusey Guarantee and the refund rights described in this policy constitute your sole and exclusive remedy with respect to any order placed through the Platform. Fusey's maximum liability for any order is limited to the total amount paid by the Sponsor for that order. Nothing in this policy limits or excludes any mandatory rights you have as a consumer under Dutch or EU law, which prevail over any conflicting provision.
Fusey is not liable for any indirect, incidental, or consequential damages, including but not limited to lost revenue, lost profits, or costs incurred in connection with the promotional services purchased.

Bank Chargebacks

Sponsors retain the right under card network rules (Visa, Mastercard, American Express) and applicable consumer protection law to dispute a charge directly with their bank or card issuer. Bank chargebacks operate outside the Platform's dispute flow and may be filed up to 540 days after the original transaction, regardless of the Order's status.
Fusey is notified of chargebacks only after they are filed and cannot prevent or override the bank's decision. Fusey may submit evidence to the card network, recover disputed amounts from the Creator's balance or future earnings, and suspend or terminate accounts of users found to abuse chargebacks. Before initiating a chargeback, we strongly encourage you to contact us or open a dispute through the Platform because Fusey's in-platform process is faster and avoids fees that may apply to chargebacks.

EU Consumer Rights

Under EU consumer protection law (Directive 2011/83/EU, Article 16(a)), the 14-day right of withdrawal is lost only once a service has been fully performed, where performance began at your prior express request and with your acknowledgment that you lose the right of withdrawal once the service is fully performed. By placing an order on Fusey, you expressly request that the Creator begin performance immediately and acknowledge that you lose your right of withdrawal once the service has been fully performed. Until a service is fully performed, your statutory withdrawal rights are unaffected.
The Fusey Guarantee provides protections that go beyond the minimum required by EU law, including the deferred (uncaptured) payment authorisation, deadline enforcement, and dispute resolution, and applies in addition to, not instead of, your mandatory consumer rights.

Contact

If you have questions about a refund or believe you are entitled to one, contact us.
Fusey B.V.
Registered address: Tesselschadestraat 39, 2026SM, Haarlem, the Netherlands
Chamber of Commerce (KvK): 42076398
VAT identification number (BTW): NL869597620B01
Email: fuseybusiness@gmail.com
This is our registered business address. We are not staffed for in-person visits; for the fastest response, please contact us via the Platform or by email. Formal legal correspondence may be sent to this address.