Question 1

How do I create a fan account?

Accepted Answer

Creating an account is simple. Click Sign Up, enter your email address and create a password. You will receive a verification email — click the link to verify your address. You will also be asked to verify your phone number via a one-time code sent by SMS. Once verified, you can browse and contribute to experiences right away.

Question 2

How do I pay for an experience?

Accepted Answer

Once you find an experience you love, click Join Experience. You will be prompted to pay either the full experience price (if no milestones are set) or the full value of a milestone tier. Payments are made securely via Stripe.

Question 3

What is a milestone?

Accepted Answer

A milestone is an optional feature set by the celebrity. If a celebrity chooses to add milestones, they break the experience journey into stages, each with a defined value and an associated reward. For example, a celebrity might set a milestone at AUD 100 that unlocks an exclusive digital wallpaper, and a second milestone at AUD 300 that unlocks a personalised video shoutout. You pay each milestone in full to unlock the reward.

Question 4

Can I cancel my experience and get a refund?

Accepted Answer

It depends on when you cancel. If you cancel within the 7-day authorization window before your payment is charged, you receive a full refund with no fees. If you cancel after your payment has been charged but more than 48 hours before the scheduled experience date, you receive a full refund minus the Stripe payment processing fee (approximately 2.9% plus AUD 0.30). If you cancel within 48 hours of the scheduled experience date, no refund is available unless the celebrity chooses to issue one as a goodwill gesture.

Question 5

How do I know a celebrity is real?

Accepted Answer

Every celebrity on Fan2Mate goes through identity verification (KYC) and must connect and verify at least one social media account before their profile becomes publicly visible. All celebrity profiles are also manually reviewed and approved by our team before going live. You will see a verified badge on approved profiles.

Question 6

How do I join Fan2Mate as a celebrity or creator?

Accepted Answer

Click Sign Up and select the creator account type. Complete your profile including your bio, categories, location, and at least one verified social media account. Once your profile is complete and approved by our team, you can set up your first experience.

Question 7

When do I get paid?

Accepted Answer

You are paid within 5 business days after the experience or milestone delivery is verified. For digital rewards, payment is automatically charged to the fan on day 7 and released to you shortly after. For physical rewards, payment is charged to the fan immediately and released to you after delivery is confirmed. Your payout is 85% of the fan's payment after Fan2Mate's 15% platform fee.

Question 8

Can I remove a fan from my experience?

Accepted Answer

Yes, if a fan has violated the platform's policies you can request their removal through the Fan Management section of your support dashboard. Our team will review the request. If approved, the fan will be removed and their refund will be calculated according to the policy violation refund rules.

Question 9

What is not allowed on Fan2Mate?

Accepted Answer

Fan2Mate is a brand-safe platform. Adult, intimate, romantic, or dating-style experiences are strictly prohibited. Arranging payments or meetings outside the platform is prohibited. Harassment of fans is prohibited. Any experience or behaviour that violates Australian law or our community guidelines will result in immediate suspension.

Question 10

What types of experiences can I offer?

Accepted Answer

Fan2Mate supports a wide range of experiences including private dinners, meet and greets, behind the scenes access, workshops, fitness sessions, gaming sessions, coaching, and much more. All experiences must be approved by our moderation team before going live. Adult, intimate, romantic, or dating-style experiences are strictly prohibited.

Question 11

What if a fan disputes an experience I delivered?

Accepted Answer

If a fan raises a dispute after the experience has been delivered and the 7-day window has passed, our support team will review the case. We will look at delivery confirmations, communications, and any other available evidence. If the dispute is found to be in bad faith, it will be rejected and the fan's account may be flagged or suspended.

Question 12

Do I have to add milestones?

Accepted Answer

No. Milestones are completely optional. You can offer a straightforward full-payment experience or choose to add milestone tiers with rewards to keep fans engaged along the way.

Question 13

Do all experiences have milestones?

Accepted Answer

No. Milestones are completely optional. Some celebrities prefer a straightforward single payment to unlock the experience. Others choose to add milestone tiers with rewards along the way. You will always be able to see the full structure before you pay.

Question 14

What is the platform fee?

Accepted Answer

Fan2Mate charges a 15% success fee on all completed transactions. You keep 85% of every payment. This fee covers platform operations, payment processing infrastructure, fraud protection, and customer support.

Question 15

Can I pay in instalments or partial amounts?

Accepted Answer

No. Each payment must be the full experience price or the full value of a specific milestone tier. Partial payments and instalment plans are not available.

Question 16

Do I need an account to browse experiences?

Accepted Answer

No. You can browse all public experiences and celebrity profiles without logging in. You only need an account when you are ready to join an experience.

Question 17

What should I do if a celebrity contacts me outside the platform?

Accepted Answer

This is a violation of our platform rules. Please do not engage and report it immediately using the Trust and Safety option in your support menu. All communication and payments must happen through Fan2Mate.

Question 18

What if the celebrity cancels the experience?

Accepted Answer

If the celebrity cancels before your payment has been charged, you receive a full refund with no fees deducted. If the celebrity cancels after your payment has been charged, you still receive a full refund — and the celebrity is responsible for the Stripe processing fees, not you.

Question 19

How do I report a fan who is behaving inappropriately?

Accepted Answer

Use the Trust and Safety option in your support dashboard or raise a ticket directly from the relevant experience page. Our team will investigate and take appropriate action.

Question 20

Do I need to verify my identity?

Accepted Answer

Yes. Identity verification (KYC) is required before you can publish your first experience. You will be redirected to our secure verification partner to complete the process. The result is automatically sent back to your profile. There is a verification fee charged by our KYC provider.

Question 21

Do I keep my milestone rewards if the experience is cancelled?

Accepted Answer

Yes, always. Once a milestone reward has been delivered to you, it is yours to keep regardless of what happens afterwards, including cancellations, refunds, or disputes.

Question 22

What if the celebrity does not deliver my milestone reward within 7 days?

Accepted Answer

If the celebrity has not confirmed delivery of your digital milestone reward within 7 days, your payment is still automatically charged on day 7. However you have the option to raise a dispute before the end of the 7-day window. We recommend doing so as soon as possible if you believe the reward has not been delivered.

Question 23

How do I report a problem with a celebrity or experience?

Accepted Answer

You can raise a support ticket directly from the experience page, from your dashboard support section, or by using the Need Help button. Our team will review and respond as quickly as possible.

Question 24

What is the difference between a digital and physical milestone reward?

Accepted Answer

A digital reward is delivered electronically, such as exclusive content, a personalised video, or a digital shoutout. A physical reward is a tangible item such as signed merchandise or a collectible. This distinction matters for payment timelines. Digital rewards must be delivered within 7 days of the fan's payment. Physical rewards allow 31 days for delivery.

Question 25

What happens if I cancel after a fan has been charged?

Accepted Answer

If you cancel after a fan's payment has been charged, the fan receives a full refund and you are liable for the Stripe payment processing fee (approximately 2.9% plus AUD 0.30 per transaction). This fee is collected from your held balance, next payout, or pre-authorized payment method on file.

Question 26

How long does profile approval take?

Accepted Answer

Our team aims to review and approve profiles within 2 to 3 business days. You will receive an email notification when your profile is approved or if any additional information is required.

Question 27

How old do I need to be to use Fan2Mate?

Accepted Answer

You must be at least 18 years old to create an account or make any contribution on the platform.

Question 28

Is my payment charged immediately?

Accepted Answer

It depends on the type of reward. For digital milestone rewards and full experience payments, your payment is authorized but not charged immediately. It is automatically charged on day 7 unless you raise a dispute before then. For physical milestone rewards, your payment is charged immediately since physical delivery requires more time, and you are protected by a 31-day refund guarantee.

Question 29

What if I need to cancel within 48 hours of the experience?

Accepted Answer

If you cancel within 48 hours of the scheduled experience date, the fan receives a full refund and you are liable for Stripe processing fees. We strongly recommend giving fans as much notice as possible if a cancellation is unavoidable.

Question 30

What if my experience has no specific date?

Accepted Answer

You can set a delivery duration when creating the experience, from 1 to 12 months. You must then schedule and announce the specific experience date within that period, giving fans a minimum of 14 days notice. If you do not schedule the experience within your chosen duration, a 14-day grace period is triggered. If still unresolved, an automatic full refund is issued to the fan and you will be liable for the Stripe processing fees.

Question 31

What payment methods are accepted?

Accepted Answer

Fan2Mate accepts all major credit and debit cards via Stripe. Available payment methods may vary by country.

Question 32

What if I am on a waitlist?

Accepted Answer

If a group experience is fully booked and you are placed on a waitlist, you can request a full refund at any time with no fees deducted. If a seat opens up, you will be notified and your waitlist position will be confirmed automatically.

Question 33

How long do refunds take?

Accepted Answer

Refunds are processed immediately on our end. The time it takes to appear in your account depends on your bank or card issuer, typically 3 to 5 business days.

Question 34

Are the celebrities verified?

Accepted Answer

Yes. Every celebrity passes identity verification before listing.

Question 35

How do I list an experience?

Accepted Answer

Phase 1 is fan-only. Join the creator waitlist and we'll onboard you when creator tools open.

Question 36

Can I run charity campaigns?

Accepted Answer

Yes — you can allocate any percentage of contributions to a verified charity partner.

Question 37

Where is Fan2Mate based?

Accepted Answer

We're an Australian company. MVP campaigns settle in AUD.

Question 38

How does Fan2Mate protect my money?

Accepted Answer

Every pledge is processed through Stripe. For experience-based and in-person experiences, your card is authorized up front and only charged when the experience is confirmed. If a campaign doesn't reach its goal or is cancelled, the authorization is released and you're not charged.

Question 39

Can I cancel after I pledge?

Accepted Answer

Yes. You can cancel free of charge within 48 hours of pledging (or, for experience-based rewards, within 48 hours of the date being announced). After that window, refunds are at the celebrity's discretion via a Goodwill Refund request.

Question 40

Do I pay the full milestone or experience price?

Accepted Answer

Yes — every pledge is the full price of the milestone tier you select, or the full price of the experience for full-experience listings. Fan2Mate does not support partial payments, custom amounts or instalments.

Question 41

When do I get paid?

Accepted Answer

Once the experience is marked delivered, payouts are released via Stripe Connect within 2–3 business days.

Question 42

What fee does Fan2Mate take?

Accepted Answer

A flat 15% platform fee on successfully delivered campaigns. No upfront cost to list.

Question 43

What happens if a campaign doesn't reach its goal?

Accepted Answer

Any authorization on your card is released within 3–7 business days. Captured payments for delivered digital rewards remain final under our buyer-protection policy.

Question 44

Is my data safe?

Accepted Answer

We're GDPR and Australian Privacy Act compliant. Payments are processed by Stripe — we never store card details.

Question 45

How do I contact support?

Accepted Answer

Email support@fan2mate.com — we reply within one business day.

Question 46

Do I need to travel for an in-person experience?

Accepted Answer

Some yes, some no. Each listing tells you exactly where it happens. Travel and accommodation are not included unless stated.

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