Backers do not have a general right to a refund if they are dissatisfied with the way a project is being delivered or with the finished project, though they can raise concerns to Spacehive, which will take them into account when assessing whether the project has substantially changed or is likely to.
If you wish to make a complaint about a project you've backed, email us at firstname.lastname@example.org.
In your email, please specify the nature of your complaint. If you wish to complain about a project which has raised funds on Spacehive, then please make sure that your complaint relates to the project for which they have crowdfunded, not the wider organisation or people behind it. Unfortunately we are only able to process complaints from project backers.
Your email should include a link to the project, and a summary of your complaint.
Your complaint will be handled by the senior management team at Spacehive.
We will respond to your email within 48 hours and aim to resolve your complaint within 5 working days.
If after liaison we are unable to resolve your complaint, we will provide you with the details of an approved Alternative Dispute Resolution (ADR) provider to whom you can refer your complaint.