Indiegogo

Complaint: [redacted]I am rejecting this response because: the company is not responding.  This is a classic case of paid companies trying not to take blame for their lack of customer service and their short falls.
Sincerely,[redacted]

Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd like to see come to life. It is important to note that contributing to a campaign on Indiegogo is not the same thing...

as making a purchase in a store. People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project or item. Like anyone contributing to an early-stage project, you accept the risk that the project might experience delays, changes to their original vision, or may not come to fruition. Indiegogo is not able to guarantee that perks will be fulfilled or that, if fulfilled, the Backer will find them satisfactory. We have tips on how to evaluate a campaign in our Help Center: [redacted]Regarding this customer's refund request, our records show that this contributor’s contribution has already been sent to the campaigner, which means that a refund can no longer be issued by Indiegogo. Learn more about our refund policy [redacted], and in our Terms of Use, [redacted] Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund.

Initial Business Response /* (1000, 5, 2015/07/29) */
Indiegogo is a global crowdfunding platform which empowers people to raise funds for the things that matter to them. Contributions made through Indiegogo are transactions that take place between the campaign owner, contributor, and payment...

processor, and are non-refundable by Indiegogo, as stated in our Terms of Use (www.indiegogo.com/about/terms.) Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund. Although we are unable to refund the contributor's contribution, we have been in touch with this contributor and have shared the campaign owner's contact information with this contributor in an effort to facilitate communication.
By creating a campaign on Indiegogo, the campaign owner agrees to use funds and fulfill all perks as stated in their campaign. If, for any reason, they are unable to use Contributions as described in their Campaign, they agree to work with the Contributors to reach a mutually satisfactory resolution, which may include refunding their Contributions.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I reached out to the campaign. I received a message that explicitly stated that I would receive a refund, through Indiegogo, and then nothing happened and nobody responded to my inquiries. Indiegogo took my money, which the campaign said they should not take. Indiegogo never addressed my concerns and never even attempted to resolve the issue.
Final Business Response /* (4000, 9, 2015/08/23) */
We understand this customer has additional concerns.
As previously outlined, contributions are not refundable by Indiegogo. Our Terms of Use (www.indiegogo.com/about/terms) states:
"Contributions, including the Service Fees portion thereof, are not refundable. If a Campaign Owner is unable to perform on any promise and/or commitment to Contributors (including delivering any Perks), the Campaign Owner will work with the Contributors to reach a mutually satisfactory resolution, which may include the issuance of a refund of Contributions by the Campaign Owner."
As such, this contributor should work with the campaign owner if they are interested in requesting a refund.
That said, we have also reiterated our refund policy to the campaign owner to ensure they are aware of the policy, our Terms of Use, and whose obligations refunds are.
Final Consumer Response /* (4200, 11, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received an e-mail that clearly stated I would receive a refund. The campaign owner had not responded to inquiries, and Indiegogo has disregarded me completely. This response is not a response, it completely ignores me.

Initial Business Response /* (1000, 5, 2014/10/07) */
Indiegogo is a global crowdfunding platform which empowers people to raise funds for the things that matter to them. As the contributor states in their complaint, contributing to a campaign on Indiegogo is not the same thing as making a...

purchase in a store. People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might not come to fruition. We have tips on how to evaluate a campaign in our Help Center: http://support.indiegogo.com/entries/XXXXXXXX-how-to-evaluate-a-campaign.
Contributions made through Indiegogo are transactions that take place between the campaign owner, contributor, and payment processor, and are non-refundable by Indiegogo, as stated in our Terms of Use posted at www.indiegogo.com/about/terms. Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund. Although we are unable to refund the contributor's contribution, we have been in touch with this contributor to provide them with information to assist them with contacting the owner of this campaign.
By creating a campaign on Indiegogo, the campaign owner agrees to use funds and fulfill all perks as stated in their campaign. If, for any reason, they are unable to use Contributions as described in their Campaign, they agree to work with the Contributors to reach a mutually satisfactory resolution, which may include refunding their Contributions.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Indiegogo acts as a broker and collects a referral fee. They are committing fraud by collecting money under false pretenses. Hiding behind their fine print will only get so far & will result in class action law suit if this fraud continues. When it becomes known for fraud the business model will collapse.
The only reasonable resolution is to refund the defrauded funds.
Final Business Response /* (4000, 9, 2014/10/21) */
We understand that this customer was not satisfied with our previous reply. We would like to take this opportunity clarify that Indiegogo provides an open crowdfunding platform permitting funds to be raised for a wide range of projects in accordance with our Terms of Use posted at www.indiegogo.com. Campaigns are run by their individual campaign owners and not by Indiegogo. Indiegogo does not manage campaigns, nor are perks offers made by Indiegogo. Instead, all perks are offered solely by the Campaign Owners. We recommend to any contributor who has questions about a campaign's offerings that they inquire of the campaign owner.
Our Terms of Use (https://www.indiegogo.com/about/terms) state:
"Campaign Owners are legally bound to perform on any promise and/or commitment to Contributors (including delivering any Perks). If a Campaign Owner is unable to perform on any promise and/or commitment to Contributors, the Campaign Owner will work with the Contributors to reach a mutually satisfactory resolution, which may include the issuance of a refund of Contributions by the Campaign Owner. Indiegogo is under no obligation to become involved in disputes between Campaign Owners and Contributors, or Users and any third party. In the event of any dispute, such as a Campaign Owner's alleged failure to comply with the Terms or alleged failure in fulfillment of a Perk, we may provide the Campaign Owner's contact information to the Contributor so that the two parties may resolve their dispute."
In light of this, we have been in touch with this contributor and have provided them with the campaign owner's contact information so they may resolve this dispute between themselves.
Final Consumer Response /* (4200, 11, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Indiegogo accepted payments but the "perks" promised were not delivered and the campaign owner is unresponsive. As the representative or the campaign owner, Indiegogo needs to resolve the issue by either delivering the product as promised or refunding the funds contributed.

Initial Business Response /* (1000, 5, 2014/11/24) */
Indiegogo is a global crowdfunding platform which empowers people to raise funds for the things that matter to them. Contributions made through Indiegogo are transactions that take place between the campaign owner, contributor, and...

payment processor, and are non-refundable by Indiegogo, as stated in our Terms of Use posted at www.indiegogo.com/about/terms. Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund. Although we are unable to refund the contributor's contribution, we have shared the contributor's request with the campaign owner so that they can follow up directly with the contributor.
By creating a campaign on Indiegogo, the campaign owner agrees to use funds and fulfill all perks as stated in their campaign. If, for any reason, they are unable to use Contributions as described in their Campaign, they agree to work with the Contributors to reach a mutually satisfactory resolution, which may include refunding their Contributions.
We have been in contact with the contributor to outline the refund policy, as well as to recommend that they get in touch with the campaign owner should they wish to request a refund.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in contact with the campaign owner who said she is not receiving any type of customer contact from Indigogo. While you may have outlined your terms and conditions with the campaign owner, I did not agree to any terms and conditions. Again, I have been in contact with the campaign owner who says she is waiting for you to send a refund to her.
Final Business Response /* (4000, 9, 2014/12/16) */
We appreciate this customer's reply, and understand there are some follow up questions here. When any person uses Indiegogo- either in the form of running a campaign, holding an account, or making a contribution- they agree to use Indiegogo's Terms of Use (https://www.indiegogo.com/about/terms). During the contribution process and before the pay step there is an agreement that states, "By clicking 'Continue', you acknowledge that you understand that you are contributing to a work-in-progress and not making a direct purchase. Perks are managed by the campaigners and cannot be guaranteed by Indiegogo. Your click also acknowledges that you agree to the Indiegogo Terms of Use." All contributors to any campaign on our platform agrees to our Terms of Use, including the fact that Indiegogo does not issue refunds.
Again, we recommend that this contributor get in touch with the campaign owner if they would like to request a refund.
Final Consumer Response /* (4200, 11, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was my intention for my son to have this money as he really needs it for his son. He could not accept money though indiegogo,which we did not know previously. The account was up only for a couple of days. Who knew that you did not give refunds? If you truly believe in fundraising for charitable reasons, you will take the ethical path and return this money. My son needs it very badly; much more than you. I appeal to your sense of fairness in this matter.
Again I will tell you that the campaign owner has contacted your customer service department many times without any results.

Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them,...

and in turn allows backers to help fund ideas they'd like to see come to life.
It is important to note that contributing to a campaign on Indiegogo is not the same thing as making a purchase in a store. People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project or item. Like anyone contributing to an early-stage project, you accept the risk that the project might experience delays, changes to their original vision, or may not come to fruition. Indiegogo is not able to guarantee that perks will be fulfilled or that, if fulfilled, the Backer will find them satisfactory. We have tips on how to evaluate a campaign in our Help Center: [redacted].
 
Regarding this customer's refund request, our records show that this contributor’s contribution has already been sent to the campaigner, which means that a refund can no longer be issued by Indiegogo. Learn more about our refund policy[redacted], and in our Terms of Use,[redacted]. Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund. Instructions for contacting can be found here: [redacted]
Finally, we do note that the campaign owner has just posted an update (6 days ago at the time of writing this response) which outlines they've shipped "6000+ packages" and prompts backers to get in touch with them at  [redacted] for details and individual tracking numbers. 
 
We encourage this customer to get in touch with the campaigner, directly to find out more about the status of their individual perk or to request a refund.

Initial Business Response /* (1000, 5, 2014/09/25) */
Indiegogo provides an open crowdfunding platform where funds can be raised for a wide range of projects in accordance with our Terms of Use (https://www.indiegogo.com/about/terms). Campaigns are run by their individual campaign owners and...

not by Indiegogo. Indiegogo does not manage campaigns, nor offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any contributor who has questions about a campaign's offerings that they contact the owner of the campaign.
Furthermore, contributions made through Indiegogo are transactions that take place between the campaign owner, contributor, and payment processor, and are non-refundable by Indiegogo, as stated in our Terms of Use posted at www.indiegogo.com/about/terms.
We recommend that the contributor reach out directly to the campaign owner if he or she is interested in receiving a refund. By creating a campaign on Indiegogo, the campaign owner agrees to use funds and fulfill all perks as stated in their campaign. If, for any reason, they are unable to use Contributions as described in their Campaign, they agree to work with the Contributors to reach a mutually satisfactory resolution, which may include refunding their Contributions.
We have been directly in touch with this customer to convey this information, as well as provide additional information to facilitate communication between these two parties.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They refuse to enforce their terms and conditions.
Final Business Response /* (4000, 10, 2014/10/07) */
We understand that this customer was dissatisfied with our previous reply.
To clarify, Indiegogo is a global crowdfunding platform which empowers people to raise funds for the things that matter to them. Our Terms of Use (http://www.indiegogo.com/about/terms) obligates campaign owners to fulfill any promised perks. Perk fulfillment is the full responsibility of the campaign owner, and not by Indiegogo. Our Terms of Use (www.indiegogo.com/about/terms) states:
"Indiegogo is an online crowdfunding venue for people and entities seeking to raise funds for their own Campaigns and to contribute to the Campaigns of others. Campaign Owners can offer gifts or rewards in the form of tangible items or intangible services (collectively, "Perks") to Contributors. Perks are not offered for sale. Indiegogo makes no representations about the quality, safety, morality or legality of any Campaign, Perk or Contribution or the truth or accuracy of your User Content (as defined below) posted on the Service. Indiegogo does not represent that Campaign Owners will deliver Perks or that Contributions will be used as described in the Campaign. Users use the Service at their own risk."
With that said, we have been in contact with this contributor to explain our Terms of Use and clarify any other questions.
Because contributions made through Indiegogo are transactions that take place between the campaign owner, contributor, and payment processor, we are unable to issue a refund to this contributor. However, we do suggest that the contributor feel free to reach out directly to the campaign owner to resolve any perk questions or request a refund.

We appreciate this customer bringing this to our attention, and we apologize for the delay.
Our Trust and Safety Team regularly reviews campaigns and fundraisers to ensure that they are in line with our Terms of use, and may need further information from campaign organizers to verify the causes and...

beneficiaries for whom funds are being raised.
We have shared this with our Trust and Safety Team and have requested that they follow up with this customer, directly.  We do apologize for any frustration the campaign owner has experienced.

Initial Business Response /* (1000, 5, 2015/04/15) */ Indiegogo is a global crowdfunding platform which empowers people to raise funds for the things that matter to them. Our Terms of Use ([redacted]) obligates campaign owners to fulfill any promised perks. Perk fulfillment...

is the full responsibility of the campaign owner. Our Terms of Use states, "Indiegogo is an online crowdfunding venue for people and entities seeking to raise funds for their own Campaigns and to contribute to the Campaigns of others. Campaign Owners can offer gifts or rewards in the form of tangible items or intangible services (collectively, "Perks") to Contributors. Perks are not offered for sale. Indiegogo makes no representations about the quality, safety, morality or legality of any Campaign, Perk or Contribution or the truth or accuracy of User Content (as defined below) posted on the Services. Indiegogo does not represent that Campaign Owners will deliver Perks or that Contributions will be used as described in the Campaign. Users use the Services at their own risk." With that said, we have been in contact with this contributor to explain our Terms of Use and clarify any other questions. We have also shared the campaign owner's contact information with this contributor in an effort to facilitate communication between these two parties. Because contributions made through Indiegogo are transactions that take place between the campaign owner, contributor, and payment processor, we are unable to issue a refund to this contributor. However, we do suggest that the contributor feel free to reach out directly to the campaign owner to resolve any perk questions or request a refund. Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptable. Indiegogo has received a large amount of money for hosting this project but it is not clear what responsibilities to their customers this entails? Their response suggests that they have no responsibility for anything related to this project and any customer has only the campaign owner to address. The campaign owner is not responding to the dozens of complaints on the website. Indiegogo also does not respond. There is no accountability for what happened to $250,000. Why did this project fail? Indiegogo did not vet this project properly and allowed an obvious fraud to be placed on their website. Indiegogo collected a large fee for this from the contributors. This is illegal and unethical. The silence suggests that they do have responsibility to their customers but are unwilling to pursue the facts of this matter. The money is gone and has likely been stolen by the campaign owners one of whom is in Florida and the other traveling between Italy and China. The electronic parts from this project have been advertised on various Italian websites with complete disregard. This project requires a review by Indiegogo of what went wrong with a reporting to their customers. They advertise "customer happiness" yet have done nothing to live up to this phrase. This project was hosted by Indiegogo as educational technology. Many teachers and their students were to benefit from these low cost electronic kits that could be used to teach children in low budget schools. It is particularly unethical to take advantage of an educational theme in this way. Sadly, all Indiegogo has done about this is to ignore customer complaints, refuse to bring this to any kind of an acceptable conclusion considering the amount of the fee they have collected and ultimately avoid any suggestion of responsibility of any kind. This is reprehensible, unethical, illegal and bad business. Final Business Response /* (4000, 9, 2015/05/04) */ Indiegogo provides an open crowdfunding platform permitting funds to be raised for a wide range of projects in accordance with our Terms of Use ([redacted]). Campaigns are run by their individual campaign owner's and not by Indiegogo. Indiegogo does not manage campaigns, nor does Indiegogo offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any contributor who has questions about a campaign's offerings that make inquires of the campaign owner. People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might not come to fruition. Again, Indiegogo does not make claims or verify that a "campaign owner will deliver perks or that contributions will be used as described on the campaign." The decision to contribute to any campaign is in the sole determination of the contributor and their evaluation of the campaign, not Indiegogo. We recommend that each contributor go through their own vetting process before they decide to contribute. We have compiled a list of how to evaluate a campaign, as a good starting point: [redacted] In order to maintain the openness of our platform while protecting the security of our users, Indiegogo uses a proprietary fraud detection algorithm to quickly catch violations or unwanted behavior on our platform. We also rely on our team of Trust and Safety experts to review and verify activity on our platform and take the appropriate action. Finally, we have a fantastic community of users who let us know about suspicious or inappropriate behavior that helps us keep our platform secure. That said, we appreciate this customers thoughts on Indiegogo's position as an open platform. Indiegogo offers a space for innovation and discovery. Instead we provide a platform where people who are passionate [redacted] their ideas can connect with funders who believe in their vision. It's a core part of our ethos as a business and we vehemently stand by this belief. Our customers deserve the opportunity to fund ideas they believe in. The crowd is entitled to decide, eyes wide open, what concepts they want to have a part in trying to advance. Final Consumer Response /* (4200, 11, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response from Indiegogo is unacceptable. While I acknowledge that perks are the responsibility of the campaign owner, it is still unclear to me exactly what the responsibility of Indiegogo is relative to this campaign. For the substantial amount of money they collected it would seem that Indiegogo has a minimum responsibility of providing correct and accurate information to facilitate this matter so the funders can contact the campaign owner and negotiate a settlement. Repeatedly, Indiegogo has provided information which is not viable and therefore the 4300 contributors are unable to communicate with Mr. [redacted]. This may be technically legal but it is highly unethical and not a good business practice. The result is 4300 unhappy customers. There has been no accounting for the $250,000 dollars and where it was sent. Why doesn't a campaign have a contractual obligation to report the use of the money raised? Indiegogo needs to provide contact information which works while to date attempts to contact the campaign owner has produced nothing. All organizations are accountable for funds donated even if they are generated by a fund raising/marketing company for a specific cause. I think with some meaningful communication on the part of Indiegogo we would be on the way to resolving this matter. The complete lack of cooperation on the part of Indiegogo is ironic since their idealistic view of raising funds for worthy causes is in direct contradiction to the off putting manner with which they treat their customers. Considering the old adage "the customer is always right"; this doesn't seem to be part of Indiegogo's creed. All one has to do is read the blog for the BE Maker campaign to get a sense of how angry and disappointed funders are with this company. They should develop some way of providing a level of customer satisfaction even if it isn't their legal obligation. All they have produced in this case is 4300 unhappy customers. Direct quote from Indiegogo website: One month ago Hello Everyone, First I just want to say please do not harass my wife or anyone else as she/they has nothing to do with this campaign. If this continues I will seek authorities. I know this project is going on longer then any of us intended. I know many of you want your product or money back, but I need to be able to get a hold of [redacted] in order to accomplish either one of these scenarios. I have been working on my side of the project which is getting you videos, and writing up scripts. I intend to post another video shortly. As soon as [redacted] gets back with me on where everything is, I will make an update on those developments as soon as he answers me. Thank You, [redacted] From [redacted]/ WE ARE PERFORMING MAINTENANCE, MIGRATION AND UPDATES PLEASE BE PATIENT, THE SERVICES WILL BE BACK SOON. THANK YOU Not even a thank you note from [redacted] or Indiegogo for our contribution. Thanks for your help with resolving this. If Indiegogo takes these concerns seriously rather than reiterating the technicalities of their terms of service, it will make them a stronger competitor in the crowd funding business. Cordially, [redacted]

Indiegogo provides an open crowdfunding platform permitting funds to be raised for a wide range of projects in accordance with our Terms of Use[redacted] Campaigns are run by their individual campaign owner’s and not by Indiegogo. Indiegogo does not manage campaigns, nor...

does Indiegogo offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any contributor who has questions about a campaign’s offerings that make inquires of the campaign owner.
 
People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might not come to fruition. Again, Indiegogo does not make claims or verify that a “campaign owner will deliver perks or that contributions will be used as described on the campaign.”  The decision to contribute to any campaign is in the sole determination of the contributor and their evaluation of the campaign, not Indiegogo. We recommend that each contributor go through their own vetting process before they decide to contribute. We have compiled a list of how to evaluate a campaign, as a good starting point:[redacted]
 
As the campaign owner is the party solely responsible for their campaign, and any perks offered therein, we recommend this customer reach out to the campaign owner directly to arrive at a resolution to their inquiries. We have been in touch with this contributor to reiterate this matter, as well as share the campaign owner’s contact information in an effort to facilitate communication

Initial Business Response /* (1000, 6, 2015/03/03) */
We understand that this contributor requested a refund from Indiegogo. Per our Terms of Use (www.indiegogo.com/about/terms) contributions are not refundable by Indiegogo.
That said, we understand from the campaign owner that this...

contribution has since been refunded in full. This contributor should allow 3-5 business days to see the amount as a credit on their credit card statement.
We appreciate this customer's understanding.
Initial Consumer Rebuttal /* (2000, 8, 2015/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my refund.

Initial Business Response /* (1000, 5, 2015/12/20) */
Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them. As the contributor states in their complaint, contributing to a campaign on Indiegogo is not the same thing as making a purchase...

in a store. People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might experience delays, changes to their original vision, or may not come to fruition. We have tips on how to evaluate a campaign in our Help Center: http://support.indiegogo.com/entries/XXXXXXXX-how-to-evaluate-a-campaign.
Regarding this customer's refund request, our records show that this contributor's contribution has already been sent to the campaigner, which means that a refund can no longer be issued by Indiegogo. Learn more about our refund policy https://support.indiegogo.com/hc/en-us/articles/XXXXXX, and in our Terms of Use, www.indiegogo.com/about/terms.

Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund or has questions about the status of this project.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Sir or Madam,
I refuse the answer and the push back from Indiegogo.
Based on the recommendation of my lawyer I hereby set a final due date for refunding my contribution by Indiegogo.
Reason : Indiegogo failed to outline sufficiently the scope of their evaluation of the campaign owner or company on the campaign site as to the extend of due dilligence of the business which started the campaign Indiegogo has made.
In addition Indiegogo was found to have now evaluate the campaign owner based on their own policies.
Further observations of missed actions by Indiegogo according local laws or their own policies are currently under evaluation. According german law further informations might have been missing about the campaign starter which Indiegogo is obliged to provide and therefore force a campaign starter to provide in due course before a campaign is published.
We are further contacting other complainants in order to evaluate to file one common lawsuite in Germany together with my lawsuite insurance.
I expect your answer according given Revdex.com timelines. Before this due date has passed * will not inform press.
Yours sincerley
Final Business Response /* (4000, 9, 2016/01/10) */
We understand this customer has additional points on this matter.
Regarding this customer's refund request, as we've outlined, our records show that this contributor's contribution has already been sent to the campaigner, which means that Indiegogo can no longer issue a refund. Our Terms of Use, (www.indiegogo.com/about/terms) outlines:
"Contributions are eligible for a refund by Indiegogo unless (a) the contribution funds have already been transferred to the Campaign Owner, (b) the Perk associated with the contribution has been fulfilled, or (c) Indiegogo determines that there has been an abuse of these Terms of Use. Indiegogo reserves the right to terminate User Accounts and remove Campaigns for any abuse of this refund policy. For Campaigns that have ended, or in situations where the contribution funds have been transferred to the Campaign Owner, Contributors should contact the Campaign Owner directly regarding refunds."
While Indiegogo is not able to issue a refund in this case, we do suggest that the contributor feel free to reach out directly to the campaign owner to request a refund.
Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them. Our Terms of Use (http://www.indiegogo.com/about/terms) obligates campaign owners to fulfill any promised perks. Our Terms of Use states,
"Indiegogo is an online crowdfunding venue for people and entities seeking to raise funds for their own Campaigns and to contribute to the Campaigns of others. Campaign Owners can offer gifts or rewards in the form of tangible items or intangible services (collectively, "Perks") to Contributors. Perks are not offered for sale. Indiegogo makes no representations about the quality, safety, morality or legality of any Campaign, Perk or Contribution or the truth or accuracy of your User Content (as defined below) posted on the Service. Indiegogo does not represent that Campaign Owners will deliver Perks or that Contributions will be used as described in the Campaign. Users use the Service at their own risk."
As is noted there, perk fulfillment is the full responsibility of the campaign owner. Furthermore, the decision to contribute to any campaign is the sole decision of the contributor. We do outline to contributors this fact- in our Help Center (https://support.indiegogo.com/hc/en-us/articles/XXXXXX-How-to-Evaluate-a-Campai...⇄ https://support.indiegogo.com/hc/en-us/articles/XXXXXXXXX, https://support.indiegogo.com/hc/en-us/articles/XXXXXXXXX-Does-Indiegogo-Guarant...⇄ etc.), in our Terms of Use, and in the contribution process. Before a contributor finalizes their payment contributors agree to the points we reiterate: that they are contributing to an in-progress project, not making a purchase, that the campaign owner offers perks, and that Indiegogo cannot guarantee perks, and that the contributor agrees to our Terms of Use.
We wish this user the best of luck in their refund request, from the campaign owner.
Final Consumer Response /* (4200, 11, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This will be followed up officially now

Initial Business Response /* (1000, 5, 2015/09/22) */
Indiegogo is an open platform that permits campaign owners to raise funds for a wide range of projects in accordance with our Terms of Use (www.indiegogo.com/about/terms). Contributions made through Indiegogo are transactions that take place...

between the campaign owner, contributor, and payment processor, and are non-refundable by Indiegogo, as stated in our Terms of Use. Indiegogo does not manage campaigns; instead, Campaign Owners run and are responsible for their own campaigns.
It is important to note that contributors are backing an idea, not purchasing a pre-made product. Indiegogo does not make claims or verify that a campaign owner will deliver perks and instead recommends that each contributor go through their own vetting process before they decide to contribute. We have compiled a list of how to evaluate a campaign, as a good starting point: https://support.indiegogo.com/hc/en-us/articles/XXXXXX-How-to-Evaluate-a-Campaig...⇄ /> That said, like anyone supporting an early-stage project, contributors accept the risk that the project might not come to fruition. Many campaign owners are able to use the funds raised from their Indiegogo campaign to help bring their ideas into reality. However, there are times when projects do not go according to plan or the campaign owner experiences an insurmountable barrier to completing their project. In all cases, we still require Campaign Owners to be communicative to their contributors, be transparent about the status of their project, and work with their contributors no matter the outcome of their project.
For the campaign in question, I see that the campaign owner has posted a clear timeline on their campaign page (https://www.indiegogo.com/projects/airing-the-first-hoseless-maskless-micro-cpa...⇄ There they outline that their best estimated delivery date is July 2017, and have been posting updates to their project.
Regarding the request for a refund, our records show that this backer's contribution has already been sent to the campaigner, which means that Indiegogo can no longer issue a refund. If this customer is still interested in receiving a refund, we recommend they get in touch with the campaign owner directly. Learn more about our Refund Policy (https://support.indiegogo.com/hc/en-us/articles/XXXXXX).
We have already provided this customer with the campaign owner's contact information, in an effort to facilitate communication between the two parties.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel, regardless of the "Terms of Use" that Indiegogo should ultimately responsible for campaigns they have "sponsored" - I have tried multiple time to try to contact the campaign owner with absolutely no luck. So that means I'm high & dry for $318 USD. How much did Indiegogo make this past year ? I see that the campaign has garnered more than $1,000,000 in donations; therefore a return of my $318 USD donation would be a drop in the bucket. I recently made an on-line order with "Beyond the Rack", had second thoughts about the order, cancelled it within minutes & received a refund, no questions asked. Why does Indiegogo feel that they are not accountable ? They should be held accountable, and if I cannot contact the campaign owner with the information supplied by Indiegogo, I feel that Indiegogo should make better efforts at contacting the campaign owner regarding my issue/donation refund or Indiegogo should refund me my donations & then go after the campaign owner to recoup the same amount of money. I am thoroughly disappointed that a company similar to Kickstarter can get away without being accountable - every product that I have donated to with Kickstarter has been received by me - I have yet to receive any products from campaigns that I donated to through Indiegogo. I am at a loss how they can get away with this & I was hoping that the Revdex.com would have more pull regarding my issue. Indiegogo does not even have the guts to respond to the past 3 emails I have sent them regarding this issue - they just seem to be washing their hand regarding my concerns or passing [redacted] buck - but by passing [redacted] buck back to the campaign owner, could they not at the very least provide me with a phone number of the campaign owner. I would be curious to find out if Revdex.com has received any other complaints regarding the Airing LLC CPAP campaign & if they were satisfied with the outcome. This complaint does is not about a huge amount of money - only $318 USD - why can't either Indiegogo fess up and return my donations or have the responsibility & accountability to contact the campaign owner (since they were the so-call "mother ship" to begin with & got the campaign started) and ensure that the campaign owner get in touch with me or, more importantly, return my donations.
I have talked long enough. I hope it is not in vain & that a compatible solution can be resolved.
Respectfully,
[redacted]
P.S. Please post this submission so that anyone else thinking of donating to the Airing LLC CPAP campaign can make a more informed & smarter decision than I (and probably many others) have made.
Final Business Response /* (4000, 15, 2015/10/20) */
We understand this customer has additional points, here.
As has been previously outlined, Indiegogo provides an open crowdfunding platform permitting funds to be raised for a wide range of projects in accordance with our Terms of Use (www.indiegogo.com/about/terms). Campaigns are run by their individual campaign owner's and not by Indiegogo. Indiegogo does not manage campaigns, nor does Indiegogo offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any contributor who has questions about a campaign's offerings that make inquires of the campaign owner.
Regarding the request for a refund, our records show that this backer's contribution has already been sent to the campaigner, which means that Indiegogo can no longer issue a refund. If this customer is still interested in receiving a refund, we recommend they get in touch with the campaign owner directly. Learn more about our Refund Policy (https://support.indiegogo.com/hc/en-us/articles/XXXXXX).
The campaign owner has been responding to comments posted to their campaign, this customer may consider contacting the campaign owner there: https://www.indiegogo.com/projects/airing-the-first-hoseless-maskless-micro-cpap...⇄ /> We have already provided this customer with the campaign owner's contact information, in an effort to facilitate communication between the two parties. This is all the information we have to share, and wish this customer the best of luck in resolving this matter with the appropriate party- the campaign owner.
Final Consumer Response /* (4200, 17, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The campaign has offered to refund $194 USD to me of the total of $318 USD that I paid.
The campaign person stated that Indiegogo retains a certain portion of my donation, which I would assume would be the remainder of $318 after $194 is taken off the total of $318.
I see no reason why Indiegogo cannot refund me the outstanding amount after $194 is subtracted from $318.
[redacted]

Indiegogo provides an open crowdfunding platform permitting funds to be raised for a wide range of projects in accordance with our Terms of Use ([redacted]). Campaigns are run by their individual campaign owner’s and not by Indiegogo. Indiegogo does not manage campaigns, nor does...

Indiegogo offer perks. Instead, all perks are offers made by Campaign Owners, and we recommend to any contributor who has questions about a campaign’s offerings that make inquires of the campaign owner.
People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might not come to fruition. Again, Indiegogo does not make claims or verify that a “campaign owner will deliver perks or that contributions will be used as described on the campaign.”  The decision to contribute to any campaign is in the sole determination of the contributor and their evaluation of the campaign, not Indiegogo. We recommend that each contributor go through their own vetting process before they decide to contribute. We have compiled a list of how to evaluate a campaign, as a good starting point: [redacted]
For this campaign in particular, the campaign owner has recently posted an update explaining the delay to their backer community and outlining that they are shipping slowly. We encourage this backer to keep an eye on the updates tab to get the most up-to-date information from the campaign owner, who is solely responsible for their campaign: [redacted]
Regarding this customer's refund request, our records show that this contributor’s contribution has already been sent to the campaigner, which means that Indiegogo can no longer issue a refund. Learn more about our refund policy [redacted], and in our Terms of Use, [redacted]. Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund.
Although we are unable to refund the contributor’s contribution, we have been in touch with this contributor and have shared the campaign owner’s contact information with this contributor in an effort to facilitate communication.

Complaint: [redacted]I am rejecting this response because: you are referring to a older case not related to the current one.  Please actually read my complaint with the correct case number.  I have also enclosed a  screenshot of my help and support account showing my cases that are open. Direct email and phone number would be appreciated. Also can you please tell me what transpired when you contacted the owner?  Well there be any progress in actually talking to the backers?Sincerely,[redacted]

We appreciate this customer's additional concerns on this matter. 
To clarify, Indiegogo does not charge fees to contributors, instead , Indiegogo's platform fees are charged from the amount disbursed to the campaign owner for their use of our platform. Our Terms of Use [redacted] outline:"We do not charge our Service fees to Contributors. Unless otherwise expressly indicated on the Services, we do charge our Service fees to Campaign Owners as a portion of the Contributions they raise (the "Service Fees")."
Once a transaction has been disbursed to the campaign owner, it is no longer refundable by Indiegogo. In this situation, ANY/ALL refunds would have to be worked out between the campaigner and the backer, directly. While we recommend that campaigners refund in full as a best business practice, however, it is up to campaigners when refunding off of Indiegogo to come up with their own refund policies. 
As this refund has taken place outside of Indiegogo, we encourage this backer to continue working with the campaign owner directly to understand THEIR refund policies as pertains to refunds they process off-Indiegogo.

Complaint: [redacted]I am rejecting this response because: The company should take ownership of customers getting screwed over. I have attempted many times to get in contact with the seller and they never respond or acknowledge the attempt. Yes, I had to pay upfront for a promised service. Iniedgo should take ownership that many of us got screwed over my this seller and give us our money back. This is poor customer service and business ethics.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Indiegogo encourages me to contact the campaign owner directly ... which I already did several times, with Indiegogo in carbon copy, and this campaign owner has never replied to any of my attempts (as it was already clearly stated in the initial Revdex.com complaint).
Why don't they simply contact this unresponsive campaign owner to ask for a refund, on my behalf? ... if it is this easy (for them?) to get in touch with the guy!
I gave my money to Indiegogo for the delivery of an item that was supposed to be delivered in April 2016, and 2 years later, in April 2016 ... I still have nothing. I just lost USD $300.
Sincerely,[redacted]

Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them, and in turn allows backers to help fund ideas they'd like to see come to life. It is important to note that the nature of crowdfunding...

([redacted]) is that contributing to a campaign on Indiegogo is not the same thing as making a purchase in a store. People can raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project or item. Like anyone contributing to an early-stage project, you accept the risk that the project might experience delays, changes to their original vision, or may not come to fruition. Indiegogo is not able to guarantee that perks will be fulfilled or that, if fulfilled, the Backer will find them satisfactory. We have tips on how to evaluate a campaign in our Help Center: [redacted].Regarding this customer's refund request, our records show that this contributor’s contribution has already been sent to the campaigner, which means that a refund can no longer be issued by Indiegogo. Learn more about our refund policy [redacted], and in our Terms of Use, [redacted]. Therefore, we recommend the contributor reach out directly to the campaign owner if they are interested in receiving a refund. Although we are unable to refund the contributor’s contribution, we have been in touch with this contributor and have shared the campaign owner’s contact information with this contributor in an effort to facilitate communication.

Initial Business Response /* (1000, 5, 2015/01/19) */
Indiegogo is a global crowdfunding platform which empowers people to raise funds for the things that matter to them. Our Terms of Use (http://www.indiegogo.com/about/terms) obligates campaign owners to fulfill any promised perks. Perk...

fulfillment is the full responsibility of the campaign owner. Our Terms of Use states,
"Indiegogo is an online crowdfunding venue for people and entities seeking to raise funds for their own Campaigns and to contribute to the Campaigns of others. Campaign Owners can offer gifts or rewards in the form of tangible items or intangible services (collectively, "Perks") to Contributors. Perks are not offered for sale. Indiegogo makes no representations about the quality, safety, morality or legality of any Campaign, Perk or Contribution or the truth or accuracy of User Content (as defined below) posted on the Services. Indiegogo does not represent that Campaign Owners will deliver Perks or that Contributions will be used as described in the Campaign. Users use the Services at their own risk."
With that said, we have been in contact with the this contributor to explain our Terms of Use and clarify any other questions. We have also outlined how this contributor may contact the campaign owner the campaign owner.
Because contributions made through Indiegogo are transactions that take place between the campaign owner, contributor, and payment processor, we are unable to issue a refund to this contributor. However, we do suggest that the contributor feel free to reach out directly to the campaign owner to resolve any perk questions or request a refund.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That means Indiegogo have no measure and no responsibility to stop such cheating crowd funding.
Final Business Response /* (4000, 9, 2015/02/04) */
People can use Indiegogo to raise money for various things, and be at various stages of their project. Contributors are backing an idea, not purchasing a pre-made project. Like anyone contributing to an early-stage project, you accept the risk that the project might not come to fruition. Again, Indiegogo does not make claims or verify that a "campaign owner will deliver perks or that contributions will be used as described on the campaign." The decision to contribute to any campaign is in the sole determination of the contributor and their evaluation of the campaign, not Indiegogo. We recommend that each contributor go through their own personal vetting process before they decide whether to contribute. We have compiled a list on how to evaluate a campaign, as a good starting point: https://support.indiegogo.com/hc/en-us/articles/XXXXXX-How-to-Evaluate-a-Campaig...⇄ /> In order to maintain the openness of our platform while protecting the security of our users, Indiegogo uses a proprietary fraud detection algorithm to quickly catch violations or unwanted behavior on our platform. We also rely on our team of Trust and Safety experts to review and verify activity on our platform and take the appropriate action. Finally, we have a fantastic community of users who let us know about suspicious or inappropriate behavior that helps us keep our platform secure.
That said, we appreciate this customers thoughts on Indiegogo's position as an open platform. Indiegogo offers a space for innovation and discovery. Instead we provide a platform where people who are passionate about their ideas can connect with funders who believe in their vision. It's a core part of our ethos as a business and we vehemently stand by this belief. Our customers deserve the opportunity to fund ideas they believe in. The crowd is entitled to decide, eyes wide open, what concepts they want to have a part in trying to advance.