Indiegogo

We understand this customer has additional concerns on this matter.
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's  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. 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: [redacted].
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.
 
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. We are unable to share further information due to our privacy policy.
We wish this customer the best of luck in resolving their dispute with the party responsible for the campaign and any perks offered, the campaign owner.

Initial Business Response /* (1000, 5, 2015/05/26) */
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 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.
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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 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. 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: [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, 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.

Initial Business Response /* (1000, 7, 2015/07/14) */
We understand this complaint was filed due to an unrecognized credit card transaction to Indiegogo.com.
It's unfortunate to hear that this person does not recognize the charge, and we'd be happy to take a further look to assist them...

in locating details about the transaction. Unfortunately, we have no record of any transaction having taken place, or accounts used, by this person via the email address posted on this complaint.
We have reached out to this person directly, so that we can gather more information from them to assist us in looking up the transaction.

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. 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:
I understand what Indiegogo is and the risks associated with crowd funding. Their "response" is a simple cut and paste from their web site. I believe more due diligence should be taken by the [redacted] to look beyond Indiegogo's form letter response. What they are participating in by NOT supporting their customers is fraud. The "event" that people donated to is no longer taking place because ALL of the celebrity hosts have backed out. [redacted]. That being said, this host is now $23,000 richer thanks to the support of Indiegogo, who I am sure profited from these donations. I urge you to take this matter seriously and stand behind all those who innocently contributed.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/07/13) */
Indiegogo is an open platform dedicated to the support of new ideas, innovations and opportunities; permitting funds to be raised for a wide range of projects in accordance with our Terms of Use.
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 understand this customer has additional concerns on this matter, as they have not received a refund from the owner of this campaign.
As has previously outlined, Indiegogo is not able to issue this customer a refund for their contribution. Our Terms of Use outline:
"Refunds
Contributors may request a refund from Indiegogo before the end of a Campaign here. For Campaigns that have entered the InDemand program, Contributors may request a refund from Indiegogo within 10 days of the contribution, here. 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."
 
Campaign owners are the party solely responsible for their campaigns, including fulfilling any perks they offered therein. As such, if this customer has questions about 
the campaign, when they can expect to receive their perks, or would like to receive a refund from this campaign owner, this customer will need to make inquires of the
campaign owner, directly. We are unable to mediate this dispute, but have previously provided this customer with the campaign owner's contact information in an effort to facilitate communication.
We wish them the best of luck in arriving at a resolution to their dispute, with the campaign owner.

Initial Business Response /* (1000, 5, 2015/11/22) */
Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them. 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. 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 Consumer Rebuttal /* (3000, 7, 2015/11/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is direct quote from the most recent email I received from Indiegogo on November 24, 2015: " At this time, your contribution has not been added to the campaign and we have advised the campaign owner not to ship any perks (if applicable)." If there is a way, I would be happy to submit any and all documentation and communications I've had with Indiegogo.
Final Business Response /* (4000, 9, 2015/12/13) */
We understand that this customer has an additional concern on this matter. In reviewing this customer's transaction history, we note that the contributor has filed a chargeback with their credit card company.
In the event of a chargeback, the matter will be determined through the normal chargeback resolution process- between the two financial institutions. Once a resolution has been determined by the financial institutions and the decision has been send to Indiegogo, we will be able to take the appropriate next steps- either the funds remain in place and the charge stands, or the banks will force a refund.
Note, Chargebacks may take up to 75 days to resolve. We will be in touch with this contributor once the financial institutions arrive at a decision on this matter.
Final Consumer Response /* (4200, 11, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Indiegogo had done nothing but drag their feet. Despite what is stated in their terms of service on their website, they do nothing to protect their contributors against scammers. They should not be accredited by the Revdex.com, and their A+ rating is ludicrous.
Complaint Response Date bumped because: Holiday

I paid $205 for a drone that has never been delivered although I continually get emails telling me that the delivery is forthcoming..............and then it never arrives. The date for delivery keeps getting pushed back for one reason or another and then the delivery never comes. These are the same tactics used by con-men.
I have requested my money back and have received nothing.
If I contribute money for a product that they say will be delivered to me then it is not crowd funding, it is a purchase. And if the product that was promised is not delivered, then the organization who is abetting this, Indiegogo, should be considered to be complicit to this deception to take money for nothing. And I would bet money that Indiegogo is getting a percentage of the 'contribution' (as they call it) to help these people carry out their deception.

Complaint: [redacted]I am rejecting this response because:
-Indiegogo sent an email indicating they were suspending my account. I responded immediately asking why, and they did not respond for nearly 2 weeks. 
-After not hearing from them on why they suspended my account or regarding next steps, THEN I set up another campaign on another platform. They still charged my donors and held this money; it took 3 weeks to get this money back.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because it substantively lacks any consideration of my initial complaint. Frankly its pretty insulting that Indiegogo doesn't seem to care to take the time to write something other than a "canned" response. Again I'd like to remind Indiegogo as their responsibility to carefully pay attention to concerns community members bring about projects operating on their platform. Their failure to do so is incredibly damaging to their brand, and provides quite a bit of harm to people who could potentially be defrauded through their website. Terms and conditions can't cover every scenario and its up to operators of indiegogo to step up when something happens outside of that. I am sincere in bringing this concern, and I hope someone at Indiegogo is up to doing the right thing and respond appropriately by genuinely reaching out instead of ignoring me. Thanks![redacted]

Initial Business Response /* (1000, 5, 2015/11/22) */
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.

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 goes 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...⇄ />
As the campaign owner is the party solely responsible for their campaign, and any perks offered therein, we recommend this customer reaches 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.
Final Business Response /* (4000, 13, 2015/12/28) */
We understand this customer has additional points on this matter. It seems as though they replied to this same complaint which came back to Indiegogo, rather than their intended recipient- that of the owner of the campaign, directly.
To clarify, 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. Perk fulfillment is the full responsibility of the campaign owner, not Indiegogo. 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."
With that said, we have been in contact with this contributor to explain our Terms of Use. We have also shared the campaign owner's contact information with this contributor in an effort to facilitate communication between these two parties. If this customer would like to contact the owner of this campaign, they can do so through the campaign itself, via their own social media, particularly: https://www.facebook.com/[redacted], or via their publicly listed email address: [redacted].com
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. 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 understand this customer has additional concerns on this matter.
As has previously outlined, Indiegogo is not able to issue this customer a refund for their contribution. Our Terms of Use outline (emphasis added as pertains to this customers transaction):
 
"Refunds
Contributors may request a refund from Indiegogo before the end of a Campaign here. For Campaigns that have entered the InDemand program, Contributors may request a refund from Indiegogo within 10 days of the contribution, here. 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."
Campaign owners are the party solely responsible for their campaigns, including fulfilling any perks they offered therein. As such, if this customer has questions about the campaign, when they can expect to receive their perks, or would like to receive a refund from this campaign owner, this customer will need to make inquires of the campaign owner, directly. We are unable to mediate this dispute, but have previously provided this customer with the campaign owner's contact information in an effort to facilitate communication. The campaign owner has also posted the email address of[redacted] should backers need to get in touch.
 
We wish them the best of luck in arriving at a resolution to their dispute, with the campaign owner.

We have shared the campaign owner's information with this customer in ticket [redacted]. This is all the information we have to share about this campaigner and we wish this customer the best of luck in reaching a resolution to their inquiry, with the campaigner directly.
Again, Indiegogo is not able to moderate disputes between campaigners and backers-including those surrounding refunds or perk fulfillment. That said, we have sent a notice to this campaigner to remind them of their responsibilities, as a campaigner.
Finally, if this customer is inquiring about a different campaign that they have not received contact information about, that is unclear from their correspondence. In this case, we’d encourage this customer to reach out to us to clarify the campaign in question so that we can follow up with an appropriate response- including sharing the campaign owner’s information via a non-public forum such as this one.

Indiegogo is a global crowdfunding platform that empowers people to raise funds for the things that matter to them. We understand that this campaign owner is concerned about the status of their campaign's disbursement of funds.Campaign funds raised via Direct Credit Card are disbursed within...

15 business days of a campaign's deadline, assuming that the bank account information is complete and accurate. For Generosity fundraisers, funds are disbursed on a monthly basis. Additionally, all disbursement information is outlined in our Generosity Help Center: [redacted]Unfortunately, in this case, the campaign owner's bank information was incomplete. However, we've since been in touch with them and as it's been updated, they can expect their campaign funds to be disburse within 15 business days of updating their bank information, and will receive an email notification when the funds have been disbursed.We have also been in contact with the campaign owner directly in order to clarify this process.

We understand it is never easy to hear that the funds have been returned, especially in urgent situations as this customer’s.
To be clear, this customer has been in touch with our payments team to help them sort out the issue and guide this customer to updating the correct fields. We are happy to report that this customer was able to update their bank account information and we have attempted to re-disburse the funds to this new account, last week. It typically takes 3 - 5 business days for the funds to arrive in the bank account, so we encourage this customer to keep an eye on their account for receipt of the funds.
We appreciate this customer updating their account information to assist us in resending their funds.

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, 2014/12/16) */
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.
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 already been in contact with this contributor and have provided them with the contact information of the campaign owner to help facilitate communication between the two parties.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received adequate and accurate information about the owner this campaign a telephone or direction, indiegogo has not provided any notice nor has contacted the owner, I am open to dialogue them as company liable for the actions of their sponsors and representatives campaign must stop its funds and ensure they have to be returned, through Revdex.com post name, address, and answer sponsor, and only wish I pay my money is returned, desire on good way to contact the owner of the campaign, and I request a answer also call him, this dispute invite him to dialogue
Final Business Response /* (4000, 9, 2014/12/30) */
We understand that this customer has a follow up for their previous complaint.
Indiegogo's Terms of Use (www.indiegogo.com/about/terms) outlines: "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."
Indiegogo has provided this contributor with the contact information of the owner of this campaign to assist them in communicating with the campaign owner regarding the status of their perk, and their request for a refund. We wish this contributor the best of luck in this matter.
Final Consumer Response /* (4200, 11, 2015/01/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
may provide the Campaign Owner's contact information to the Contributor so that the two parties may resolve their dispute... and for you side contact the owner , an let us know it the second case now I get fraud from indiegogo must be consider change your mind on favor who realy get benefits ,, I dont get any email from you regasrding owner onformation you said you gonna contact the owner and let know about this dispute , read and you dint, I nee my refung