Kickstarter Refunds: The Ultimate “Hands on” Guide on How to Get Your Money Back

Backed a campaign and didn’t hear anything back? Let’s try and help… 💰

We’ve worked on over 1200+ Kickstarter campaigns, so we know what it’s like to work with Creator’s.

Unfortunately, on Kickstarter once a project is funded you’ll see that backer’s have to deal with Creator’s on their own.

Your money is gone, you’ve wait a long time and you don’t get a reply…what do you do?

So what can you do, if a Creator doesn’t respond?

  • As soon as the campaign has ended, the Creator should thank everyone via an Update on the campaign page. This way everyone will see it.
  • They should detail their next steps — Collecting payment (Can take up to 14 days), suggesting addon’s, making sure everyone’s contact details are up to date etc.,
  • Then issue a rough timeline as to when backer’s will start to receive their products. This can be via the Kickstarter page or via emails collected.
  • If a project or shipment is going to be delayed. 100% let backer’s know as soon as possible. If there’s an unexpected problem, explain it.
  • If you can’t make the product at all, then the Creator should think about offering a refund or part-refund (Sure we know they’ve got expenses too to make their dream a reality).
  • Whatever you do, don’t ignore your backers…and don’t launch on your website or Amazon later!

Everyone: Issuing a Chargeback

USA Based: Contacting Kickstarter, Creating a Lawsuit & Filing with States Attorney’s

  1. Visit the Kickstarter project page
  2. Click on the creator’s profile image, found to the left of the project’s name
  3. This will open up their bio page where you can click the “Contact me” link and send them a message asking them for an update of the timeline and when your product will be shipped.

UK Based: The Steps of Getting a Full Refund from a Kickstarter with the Example of Star Citizen

  • 34,397 backers
  • $2,134,374 pledged
  • 54,000+ complaints
  • An additional raise of $400+ million!
  1. Start by contacting CIG directly and asking for a full refund on all purchases made due to non-delivery of SQ42/working PU/choice is up to you, but something significant that has demonstrably not been delivered according to their publicly stated release dates, delivered to a poor quality or both:
  2. State that under Consumer Rights Act 2015, Chapter 3 Digital Content, Section 34–40* you are entitled to a full refund regardless of time after purchase
  3. State that you want the refund issued within 14 days
  4. At this stage, CIG will likely stall and inform you that under terms and conditions, they will not issue you a refund.
  1. After 14 days from their last response, send them a “Letter of Intent”, notably titled “Letter before small claims court claim”
  2. Reference the service desk number
  3. State the conversation had with the service desk and that no resolution was met within the timeframe stated
  4. For documents reference:
  • All of your orders with Order ID, date and time of purchase, and value with the associated currency
  • Pick and mix for evidence; CIG have really shot themselves in the foot with this one. I listed the help desk number, and then various quotes from Chris Roberts and CIG about release dates etc. Every time they have stated a date and missed it is a piece of evidence for the courts.
  • Contact u/TB_Infidel or u/Mazty for the ASA complaint number. This could be of benefit if any of your purchases were for concept ships as it demonstrated that their adverts for concept ships were deemed to be misleading up until Summer 2021.
  1. Set the time limit for response to 14 days as this is the legal minimum.
  2. Send the letter to CIGs address as listed on Companies House. Make sure to send the letter recorded and sign on delivery. Not doing so runs the risk that they could claim to have never received the letter of intent which would block the entire rest of the process.
  3. CIG should acknowledge receipt of the letter from their newly created Legal Department and this is where it can go one of two ways: settle before court, or Small Claims Court:
  • If CIG settles they will contact you and arrange a refund. Your journey for a refund is now over; pat yourself on the back and walk away from this dumpster fire with your wallet intact.
  • They might not respond, not respond adequately (e.g. no resolution to the refund request), or they refuse to issue a refund.
  1. On the 15th day, raise a small claims court request Link provided.:
  • The task takes a while, but list the same evidence and follow the step by step process listed on the site. This will cost you £35 and will be payable by CIG in the situation that you are found liable for a refund.
  • CIG may respond and you will need to factor in this additional cost to your refund
  1. If CIG does not respond after a further14 days from the small claims court request, you can raise a CCJ (County Court Judgement). Raise this at 5.01pm on the final day as soon as the option appears online. All links will have been emailed to you once you raised the initial small claims court request.
  2. The CCJ should take 10 days to issue, but can take up to 20 days. Once issued there is no going back for CIG while being a major black mark on their credit score.
  3. A CCJ is a major issue for any company. Once issued CIG WILL respond to you within a few days and offer a FULL REFUND.
  4. If CIG decide not to respond the options are as follows:
  5. If CIG fails to comply with the CCJ within 1 month then they will forever have a crippled credit score. You can hire legal firms to carry out the CCJ and CIG is liable for all costs — it gets expensive very quickly for CIG while you bear no burden of the legal fees as they will be added to the amount retrieved from CIG by any solicitor taking this on. As CIG is still an active company (i.e. not declared bankrupt), there are multiple no-fee solicitors who will take on the task of retrieving the monies owed from them.
  6. If you have spent over £600 then you/your legal firm of choice can get HCEO (High Court Enforcement Officers) to carry out the CCJ. They are expensive and almost legally unstoppable — they’re essentially court sanctioned bailiffs
  1. Once the CCJ is completed i.e.. the refund has been issued, you legally need to mark the case as settled.

Next Steps….

I’d love to hear about your experience with Kickstarter campaigns, please comment below.

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£20m+ raised so far! Hyperstarter is a crowdfunding analytics tool & agency that helps to make campaigns successful.