Donor protection
Most donations on FundlyHub go exactly where they're supposed to. When something goes wrong, here's what we do about it.
Our commitment to donors
If a campaign you donated to turns out to be fraudulent or the funds aren't used as described, we will work directly with you to refund your donation through our review process. Verified-fraud cases result in full refunds; ambiguous cases are reviewed on a per-case basis.
Protection that's already in place
Held funds for unverified campaigns
Campaigns showing the "Under review" badge accept donations, but funds are held in escrow until verification clears. If verification fails, donors are refunded automatically. If verification passes, funds release to the creator.
Verified creator and beneficiary on every "Verified" campaign
The green Verified badge means the creator passed government-issued ID verification through Stripe Identity, and we've evaluated the campaign across five trust categories. This isn't theoretical — see the methodology.
Continuous monitoring after publish
Reports from donors trigger human review within 48 hours. Suspicious patterns are flagged automatically. Campaigns can be paused or removed at any time during their lifecycle if concerns emerge.
Stripe-handled card data
Your card details never touch FundlyHub servers. All payment data is tokenized through Stripe, which is PCI DSS Level 1 certified. We see only the last four digits and expiration.
What our refund process covers
Eligible
Confirmed fraud or impersonation by the creator
Funds verifiably used for a different purpose than stated
Beneficiary identity proven false
Donations to campaigns we later remove for policy violations
Not eligible
Change of mind after donating
Outcomes that didn't occur — campaigns are not outcome guarantees
Donations to private campaigns where you knew the recipient personally
Disputes about how a creator chose to allocate funds within their stated purpose
How to request a refund or report a campaign
Report the campaign
From the campaign page, scroll to the bottom and click "Report". Select a reason (fraud, misuse of funds, impersonation, etc.) and add any supporting detail. Reports can be anonymous.
We acknowledge within 1 hour
An automated email confirms receipt. If you provided contact details, that's where we'll follow up; if you reported anonymously, no follow-up — but the report still drives action.
Human review within 48 hours
A human reviewer assesses the report against our methodology. If the campaign is paused or removed during review, all subsequent donations stop and held funds remain held.
Outcome within 5 business days
Confirmed-fraud cases trigger refunds to all affected donors. Ambiguous cases get a written outcome explaining the decision. Donors of removed campaigns are notified directly.
Refund timing
Once a refund is approved, it's processed via Stripe back to your original payment method. You'll see it in your account within 5–10 business days depending on your bank. Refunds for held-funds campaigns (campaigns that never released to the creator) typically process within 2 business days.
Need to reach us directly?
For urgent concerns about a campaign — especially confirmed fraud with new evidence — email safety@fundlyhub.org. We monitor that inbox during business hours and aim to respond within 24 hours on weekdays.
For general support, the in-product chat is faster.