B2B Cancellation and Refund Policy

1. Scope

This Policy applies only to business customers. There is no statutory consumer withdrawal right because FanXplode does not contract with consumers. It supplements the Terms and Conditions; the Terms and individual agreements prevail in case of conflict.

2. Before payment

An application is non-binding and may be withdrawn free of charge before payment. If full payment is not received within seven calendar days, the payment request and capacity reservation may expire.

3. After payment, before preparation

If cancellation is received after payment but before concrete preparation begins, FanXplode refunds the amount paid less evidenced non-refundable third-party costs. Bank and currency charges are not refunded to the extent FanXplode does not recover them.

4. After preparation, before launch

Once strategy, research, partner, booking, creative, tracking or setup work begins, only the unearned and uncommitted portion is refundable. FanXplode may deduct the reasonable value of work completed, committed or reserved non-cancellable publisher or network costs and other directly incurred non-recoverable expenses. On request, FanXplode provides an understandable calculation without disclosing confidential partner rates or trade secrets.

5. After launch

Ordinary cancellation is excluded after the first confirmed placement or notified campaign start. Results below expectations, including clicks, fans, subscribers or revenue, do not create a refund right unless a corresponding result was expressly guaranteed.

6. Services that cannot be completed

If FanXplode cannot deliver a material service part as confirmed for reasons attributable to FanXplode or neutral circumstances, it may first provide an economically equivalent substitute placement, alternative distribution or extension within a reasonable time. If this is definitively impossible or unreasonable for the customer, the amount attributable to the undelivered material part is refunded pro rata.

7. Customer-caused obstacles

No refund is due to the extent performance is affected or prevented by inaccurate, incomplete or late information; missing approvals or unusable materials; profile deactivation, renaming, suspension or limited accessibility; breach of law, third-party rights or platform rules; lack of authority or involvement of a minor; or rejection of a reasonable substitute. Saved expenses are credited as legally required.

8. Procedure

Requests must be sent in text form to support@fanxplode.com and identify customer, campaign, payment reference and reason. Approved refunds are generally returned to the originating account unless legal or technical reasons prevent this. Processing time also depends on the banks involved.