Payments on Fanvue are for digital content and access, so they're generally non-refundable. But if something went wrong with your purchase, we'll review it.
When we can review a payment
Contact us if:
you were charged more than once for the same thing
a technical problem stopped you accessing content you paid for (see I paid but can't see the content first)
the content was clearly different from how the creator described it
a creator didn't deliver a paid custom request
you don't recognise the charge (see I don't recognise a charge from Fanvue)
How to ask for a review
Contact us by live chat or at [email protected]. Send everything in your first message so we can review it faster:
the date and amount of the payment
the creator's username
what was agreed or described, and what went wrong
screenshots or a screen recording
We'll reply within 5 business days. Refunds are at our discretion, so we can't promise one, but we'll look at every case properly.
What isn't refundable
subscriptions and renewals you didn't cancel in time (see How do I cancel a subscription?)
free trials that turned into paid subscriptions
tips
pay-per-view and message purchases you've accessed
purchases you no longer want or forgot about
subscriptions to a creator whose AI label was showing when you subscribed (see How do I know if a creator is AI?)
Why payments aren't refundable
When you buy digital content or access, it's delivered straight away. Under UK and EU consumer law, the right to cancel and get a refund doesn't apply once digital content has been supplied. Our full policy is in our Terms & Conditions, Sections 3.12 to 3.14.
⚠️ Please contact us before your bank. We can usually sort things out faster, and raising a chargeback leads to your Fanvue account being banned. See Chargebacks: what happens if I dispute a payment with my bank.