Refund Policy
Effective 1 January 2026 · Operated by Dutch Bangal · KVK 89312678
Fontiex refunds unused FNX credits based on your active membership tier. Refund windows run from your first payment or plan activation date, whichever is earlier. Refunds are paid in EUR to your KYC-verified bank account.
Eligible for refund
- ✓Unused FNX credits (full face value in EUR)
- ✓Overpayments or billing errors
- ✓Account closure within the refund window
Not eligible
- ✕Monthly platform fees already consumed
- ✕FNX credits spent on bookings, services, or transfers
- ✕Stripe processing fees (3.5% + €2 per top-up)
- ✕Requests submitted after the 8-month window
Eligible for refund
- ✓Unused FNX credits (full face value in EUR)
- ✓Unused portion of annual subscription (pro-rated)
- ✓Overpayments or billing errors
- ✓Account closure within the refund window
Not eligible
- ✕FNX credits spent on bookings, services, or transfers
- ✕Monthly subscription fees already consumed
- ✕Stripe processing fees
- ✕Requests submitted after the 2-year window
Eligible for refund
- ✓Unused FNX credits (full face value in EUR)
- ✓Unused portion of multi-year subscription (pro-rated)
- ✓Overpayments or billing errors
- ✓Account closure within the refund window
- ✓FNX credits for bookings cancelled by Fontiex partners
Not eligible
- ✕FNX credits spent on completed bookings or services
- ✕Transfers already sent to other members
- ✕Stripe processing fees
- ✕Requests submitted after the 5-year window
Eligible for refund
- ✓Unused FNX credits (full face value in EUR)
- ✓Unused portion of subscription (pro-rated)
- ✓Overpayments or billing errors
- ✓Account closure within the refund window
- ✓FNX credits for bookings cancelled by Fontiex partners
- ✓Accelerated refund processing priority
Not eligible
- ✕FNX credits spent on completed bookings or services
- ✕Transfers already sent to other members
- ✕Stripe processing fees
- ✕Requests submitted after the 7-year window
Eligible for refund
- ✓Unused FNX credits (full face value in EUR)
- ✓Unused portion of subscription (pro-rated)
- ✓Overpayments or billing errors
- ✓Account closure within the refund window
- ✓FNX credits for bookings cancelled by Fontiex partners
- ✓Dedicated refund review for large-volume credit purchases
Not eligible
- ✕FNX credits spent on completed bookings or services
- ✕Transfers already sent to other members
- ✕Stripe processing fees
- ✕Requests submitted after the 10-year window
🏦Dual Bank Account — For EU Residents with Non-EU Nationality
If you live in an EU or EEA country with a residence permit, but your original nationality is non-European, Fontiex allows you to register two bank accounts:
Your bank account in your country of origin — for example, an Indian savings account, a Nigerian NUBAN, or a Bangladeshi account. This is your primary account and is added during KYC.
Your bank account in the EU/EEA country where you reside — for example, a Dutch IBAN, a German IBAN, or a Belgian account. Added as a second account during or after KYC.
- ✓You can choose which account is your preferred refund destination at any time from Settings.
- ✓You can update your preferred refund account before submitting a refund request.
- ✓All refunds are settled and paid in EUR — regardless of which bank account you choose.
- ✓The refund amount is based on the EUR value of your unused FNX credits at time of refund.
- ✓Both accounts must be in your own name and KYC-verified.
This feature is designed for non-EU members who live and work in Europe on a valid residence permit. It does not change refund eligibility — the rules of your active membership tier still apply.
How to Request a Refund
- 01
Submit your refund request directly from within the Fontiex app — go to Account Settings and select "Request Refund". Alternatively, email support@fontiex.com with the subject line: "Refund Request — [Your FIN]".
- 02
Include your FIN, the EUR amount you are requesting, and a brief reason. Attach any relevant transaction references if submitting by email.
- 03
Our team will verify your membership tier, refund window eligibility, and unused FNX credit balance within 5 business days.
- 04
Approved refunds are paid in EUR to your KYC-verified bank account (IBAN or local equivalent provided during onboarding). Processing times: within Europe — typically 2 business days; outside Europe — 2 to 7 business days, depending on your bank and country.
Important: FNX credits are prepaid platform service credits denominated in EUR. They are not e-money, currency, or financial instruments under Dutch or EU law. Stripe processing fees (3.5% + €2 per top-up) are non-refundable in all cases as they represent third-party payment network costs. Approved refunds are paid to the KYC-verified bank account you provided during onboarding — not to the original payment card. Refund eligibility is assessed at the time of the request based on your active membership tier and the applicable refund window. Fontiex is a product of Dutch Bangal (KVK 89312678), Leeuwarden, The Netherlands.