Understanding the grace period

Every contribution on Marmel.AI is subject to a 1–2 week grace period after payment. During this window, a transaction may be reversed if the backer requests it, or if Marmel.AI identifies issues such as suspected fraud, payment disputes, or Terms violations.

The grace period exists to protect both supporters and creators. Supporters have time to reconsider or report problems. Creators are protected from receiving funds that may later be disputed or reversed unexpectedly.

Once the grace period ends, funds are considered settled and available to the creator through their Stripe account. After settlement, reversals are no longer routine and require formal dispute processes.

Requesting a reversal (for supporters)

If you've contributed to a project and need to request a reversal, contact our support team as soon as possible - ideally within the 1–2 week grace period. Include your transaction ID, the project name, and a brief explanation of your request.

Reversals during the grace period are handled promptly. After the grace period ends, reversal requests are evaluated on a case-by-case basis and are not guaranteed. We may require additional documentation or attempt to facilitate communication between you and the creator before processing.

If you believe a transaction was unauthorized or fraudulent, contact both Marmel.AI support and your bank or card issuer immediately.

Contact support

Chargebacks and disputes

A chargeback occurs when a supporter contacts their bank or card issuer to reverse a transaction, bypassing the platform. Common reasons include unauthorized use of a payment method, dissatisfaction with project delivery, or claims of fraud.

When a chargeback is initiated, Stripe temporarily holds or recovers the disputed funds while investigating the claim. Creators may be asked to provide evidence of delivery or fulfillment, such as project updates, communication logs, or proof that commitments were met as described.

Excessive chargebacks can result in penalties from Stripe, including higher fees or account restrictions. To minimize disputes, set realistic expectations in your project description, communicate proactively with supporters, and deliver on your promises.

Marmel.AI reserves the right to reverse or roll back transactions in cases of fraud, chargebacks, legal requirements, or Terms violations. This protects the platform and the broader community from financial harm.

Terms – Transactions

Refund expectations

Contributions on Marmel.AI are not purchases of goods, services, equity, or guaranteed outcomes. When supporters back a project, they are helping bring a creative vision to life, with the understanding that results may differ from initial plans and unforeseen challenges can arise.

This model is fundamentally different from traditional e-commerce. Refunds are not guaranteed and are handled on a case-by-case basis depending on timing, circumstances, and the terms outlined in the project description.

Creators have a responsibility to deliver on their commitments, but production challenges, funding levels, or external events can impact timelines and outcomes. If you're unable to fulfill your project as described, communicate with your supporters as early as possible, explain the situation honestly, and work together to find a resolution, whether that's a revised timeline, an alternative deliverable, or, in rare cases, a refund.

Transparency and good-faith effort go a long way in preserving trust and avoiding disputes.

For creators: minimizing disputes

The best way to avoid chargebacks and refund requests is to set clear expectations and maintain open communication throughout your project.

Be realistic in your project description. Don't overpromise on timelines, quality, or deliverables. Supporters understand that creative work involves uncertainty, but they expect honesty about what's achievable.

Post regular updates, even when progress is slow or challenges arise. Silence breeds frustration. A brief update explaining a delay builds more trust than weeks of no communication.

If a supporter reaches out with concerns, respond promptly and professionally. Many disputes can be resolved through direct conversation before they escalate to formal chargebacks.

Keep records of your communications, updates, and deliverables. If a dispute does occur, this documentation helps demonstrate that you acted in good faith and met your commitments.