Refunds and disputes

Money that has not been released to the organizer can always go back. Everything on this page follows from that, and from one fact about how the money moves.

A sponsor pays the whole amount when they buy. Door Money holds it, and releases the organizer's share under the fundraiser's terms. Those terms depend on the category, and the next section sets them out.

Door Money returns its 15% on whatever is refunded. The fee is earned by a sponsorship that was delivered, not by taking the payment.

• ▪Music. The organizer's share goes out in equal weekly parts, on Fridays, between the fundraiser's first date and its last. A part goes only once the charge has cleared, the musician has approved the sponsor's logo and payout setup is finished. A part that waits keeps its amount and is paid late.
• ▪Every other category. Nothing goes out on a calendar. The organizer's share goes out one deliverable at a time, on the Friday after the organizer documents it, and only after the organizer has accepted the sponsor's materials.

Music fundraisers take payments today. A category that is not open for payment cannot be bought at all, so there is nothing to refund.

What comes back is the part that has not reached the organizer yet. Before anything is released, that is the whole amount. The parts already released stay with the organizer, because that work happened.

A music example: a tour of eight weeks, a sponsorship at $400, cancelled after three Fridays. Three eighths has gone to the musician, so five eighths comes back, Door Money's fee on that part included.

Fan backings through the widget work the same way.

Six situations, and only the last needs anyone to ask.

• ▪The organizer declines the sponsor's materials. The sponsorship option goes back on the fundraiser and the sponsor is refunded. Nothing is released before materials are accepted, so this is everything.
• ▪The organizer cancels the fundraiser. Every sponsor and every backer gets the unreleased part back, and the open options come off the fundraiser. A checkout part way through is closed without charging.
• ▪A winning bidder's card fails. A bidder saves a card with the bid, and Door Money charges the winner when bidding closes. If that charge fails, nothing was taken. The winner has 48 hours to pay through a link sent by email, and then the option passes to the next bid.
• ▪Somebody buys an option outright. Bidders on an option that is bought at its set price are never charged, and are told the bidding is over.
• ▪A sponsor says the sponsorship is not being delivered. Every release still to come on that sponsorship stops. See below.
• ▪A sponsor asks. Sending a note to hello@doormoney.co works. Door Money would rather hear it early than late.

A sponsor cannot cancel a sponsorship alone once it is paid, because the organizer may already have started the work. Asking is always open, and so is the flag below.

Refunds go back to the card the payment came from. Banks take five to ten business days to show them.

A release that waits for a sponsor's logo or materials, or for the organizer's evidence, keeps waiting. The money stays held. It is not paid out and it is not refunded automatically, and Door Money has not set a deadline that ends the wait.

Either side can write to hello@doormoney.co. Door Money hears from both and settles it with them. When Door Money sets a deadline, this page will state it before it applies to anyone.

Every sponsor gets a record by email, and every record carries a link for saying the work is not happening. One click on it holds every release still to come on that sponsorship, straight away.

Nothing is charged or refunded by that click. It stops money, which is the safe direction. Door Money reads the note, checks with the organizer, and then either lets the releases continue or sends the unreleased part back.

The organizer is not told by the click itself. Door Money looks first, because a quiet week and a cancelled tour look alike from outside.

A dispute is a sponsor asking their bank to reverse a charge. It is always available and nobody needs permission to use it. Door Money would rather be asked first, because the link on the record stops the money at once and a bank can take up to seventy five days.

When a dispute arrives, Door Money does three things.

• ▪Stops every release still to come on that sponsorship, the same hold the record link applies.
• ▪Answers the bank with the record: what was bought, the dates, and the evidence the organizer supplied.
• ▪Tells the organizer what was disputed, once there is something worth saying.

Stripe charges a fee for a dispute whatever the outcome. Door Money pays it and does not pass it on to the organizer.

If the bank sides with the sponsor, the sponsor is made whole first, every time. Money Door Money still holds covers it.

Where money had already gone to the organizer, Door Money covers the difference and recovers it from that organizer's later releases. Where there are no later releases, Door Money absorbs it. An organizer is never asked to send money back out of their own pocket for work they delivered.

An organizer whose fundraisers are disputed more than once comes off the site while Door Money works out why. That is not a judgment, it is a pause.

A sponsor who disputes work that demonstrably happened can be refused future sponsorships. The record exists so that question has an answer.

The terms and conditions cover the same ground in less detail and govern if the two ever disagree. The privacy policy covers what happens to the information in a dispute.