This consolidated guide explains how NocNok pricing and fees work, how refunds are handled for purchases made on NocNok, and when membership payments are processed.
Definitions
- NocNok User (also referred to as “fan”, “member” or “customer”): the purchaser of a membership or product.
- Creator: the person or entity offering memberships or products on NocNok.
1. Pricing and Fees
- Getting started: It’s free to sign up and set up your creator page. You only pay fees when you earn through paid memberships.
- Platform fee: A percentage of successfully processed payments. Standard plan: 10%. Legacy plans may differ (check your plan in Account Settings).
- Payment processing fees: Vary by fan location, payment method, and currency. Calculated on the total payment amount, including applicable taxes in some regions.
- App Store fee (iOS): Purchases via Apple’s in‑app purchase on the NocNok iOS app incur Apple’s 30% fee. This replaces NocNok’s standard payment processing fee for that transaction.
- Currency conversion: 2.5% fee when a fan pays in a currency different from your payout currency.
- Taxes on fees: Where required by law, taxes may be collected from fans; processing fees are calculated on the tax‑inclusive amount.
- Payout fees: A small fee to transfer your balance to your payout method (e.g., PayPal, bank transfer, Payoneer), varying by method and payout currency.
2. When Fees Start to Apply
- You begin paying fees only after earning through paid memberships. Exploring tools and setting up your page remain free until then.
3. Refund Policy Overview
- Purpose: Explains how fans can seek refunds and how creators should accommodate refund requests.
- Legal compliance: Fans and creators must follow applicable local laws for returns and refunds.
- Discretion and timelines: Excessive or fraudulent claims may be denied. Some refunds can take up to 28 days. Refund decisions on fan claims are at NocNok’s sole discretion.
4. Fans: How to Request a Refund
4.1 Web and Mobile Web purchases
- Window: Fans have 14 days from the purchase date to request a refund for digital goods and benefits purchased via web or mobile web. Requests after 14 days may be denied.
- Steps:
- Message the creator through NocNok’s direct messaging and request a refund.
- If you’ve been blocked, document the block for NocNok to review.
- If the creator doesn’t respond within 72 hours, contact NocNok Support with documentation that the products/services/benefits were not delivered on time.
- Outcome: NocNok will investigate and decide whether to grant or deny a refund. If granted, the refund is deducted from the creator’s account balance. Creators can appeal by contacting Support and providing proof of delivery.
4.2 Apple iOS In‑App Purchases (IAP)
- Route: Fans must request refunds directly from Apple at reportaproblem.apple.com.
- Handling: Apple manages the refund on the creator’s behalf and communicates status to the customer. Approved refunds are issued back to the fan’s Apple account for the full purchase amount.
4.3 Direct Refunds (Early Access)
- If a creator has access to Direct Refunds, fans will see “Request refund” in Billing History (three dots next to the payment). Otherwise, follow the messaging steps in 4.1.
5. Creators: How to Issue Refunds
- Follow this policy’s guidelines when accommodating valid refund requests. See Help Center for detailed steps.
- Fan membership refunds: Refund up to a fan’s 3 most recent payments from Relationship Manager.
- Digital commerce refunds: Issue from the Sales tab (available for purchases within the last 90 days).
- Direct Refunds (Early Access): Manage and resolve member refund requests directly if enrolled.
6. Refund Eligibility (Qualifying Scenarios)
Refunds generally include the purchase price plus any fees/taxes collected during the transaction. Examples include:
6.1 General scenarios
- NocNok technical errors.
- Item not received (creators should clearly state delivery windows and communicate adjustments).
- Product mismatch: Item received differs significantly and visibly from what was promised (appearance, performance, quality).
- Creator already refunded a prior month but the fan forgot to cancel membership.
- Creator suspended/removed within a week of receiving a pledge or order.
- Creator violates NocNok policies related to harassment/abuse of fans.
- Fan blocked before receiving rewards.
- Fan canceled membership renewal.
- Fan did not access any content and canceled immediately (within ~2 hours).
- Currency misunderstandings (e.g., fan believed price was in local currency; creators should clearly state billing currency/localization).
- Death of creator and/or fan.
6.2 Digital commerce scenarios
- Creator deletes a product/campaign (buyer loses access to purchased content) or un‑launches the campaign (“product currently unavailable”).
- NocNok removes a purchased product or deletes/suspends a campaign/product for policy reasons (with or without a grace period). Access ends accordingly.
8. Non‑Eligible Refund Scenarios (Examples)
- Purchases of products/services/benefits prohibited by NocNok’s Commerce Policies or Community Guidelines.
- Buyer’s remorse (including “accidental” pledges/purchases).
- Off‑platform transactions (where the purchase or exchange happens outside NocNok).
- Orders already refunded or charged back/disputed via the fan’s or creator’s bank.
- Damage occurring after delivery.
- Digital commerce: Creator switches from 18+ to All Ages; creator hides a product but buyers retain access to purchased content.
9. Membership Payment Processing Schedule
Payment timing depends on the creator’s billing schedule:
- Subscription billing: Renewal processes on your join date (UTC). Charges may occur up to 24 hours earlier due to time zones.
- 1st of the month (charge upfront): Renewal processes on the 1st of each month (PT) for the month of access.
- 1st of the month (non‑charge upfront): Renewal processes on the 1st of each month (PT) for access you had the previous month.
- Per creation: Typically billed on the 1st of each month (PT) for paid posts from the previous month. If you cancel before the 1st, your last payment is triggered on the cancellation date.
- Annual membership:
- Subscription billing: Renews yearly on your join date (UTC) until canceled.
- 1st of the month (charge upfront): Renews yearly on the 1st (PT), one year after initial join, and on that date each year until canceled.