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When to use this guide

Complete organizer onboarding before you publish paid events, accept registration payments, or withdraw earnings.

Recommended steps

1. Complete your profile with avatar, display name, country or region, city, and bio.
2. Open the earnings or payout entry point and choose your payout country or region.
3. Connect a Stripe account and submit the required identity, business, and payout details.
4. Return to Crew and confirm that your account can accept payments or receive payouts.
5. Before publishing a paid event, check the price, refund rules, location, schedule, safety requirements, and organizer notes.

Notes

• Onboarding information must be accurate. Stripe may request additional documents or pause payouts if it is not.
• Your payout country or region affects available currencies, payout methods, and compliance requirements.
• Organizers are responsible for their own event tax, licensing, reporting, and local compliance obligations. Crew does not calculate, collect, or file event-ticket tax for organizers unless a separate written policy says otherwise.
• Your payout country or region does not limit which countries your event route can pass through. Paid event availability is based on the event's starting country or region.
• Crew will never ask you to send bank cards, identity documents, or verification codes in chat. Sensitive onboarding details are handled through Stripe.

Why verification is required

Stripe verifies identity, business, bank, and tax information according to the rules of your country or region. If verification is incomplete, payments or payouts may be unavailable until you provide more details.

Common statuses

• Not started: the Stripe onboarding flow has not been opened.
• In progress: some information was submitted and Stripe is reviewing it or waiting for more details.
• Needs information: Stripe needs additional identity, address, bank, or tax information.
• Can accept payments: you can create paid events and receive registration payments.
• Can receive payouts: after Stripe and platform requirements are met, available balance can be paid out.

What to do

1. Use legal name, birthday, address, and bank details that match the recipient.
2. If Stripe asks for more information, complete it in Stripe instead of sending sensitive details to other users.
3. If the status does not change for a long time, contact Crew support and include the status you see.

Confirm before publishing

Before publishing a paid event, make sure these details are clear:

• The event title is accurate and does not overpromise.
• Time, location, route, and meeting instructions are clear.
• Price, included items, excluded items, and possible extra costs are clear.
• Refund rules, cancellation terms, and late-arrival handling are clear.
• Safety requirements, required gear, age limits, or experience requirements are clear.
• Organizer contact and on-site communication methods are available.

Avoid publishing when

• The event violates local law or platform rules.
• Price, location, or refund terms are unclear.
• Users are asked to pay outside Crew.
• The event is high risk but lacks clear safety instructions.

Basic terms

• Registration payments: amounts paid by participants for an event.
• Platform fees: service fees collected by Crew according to platform rules.
• Organizer earnings: the amount after platform fees, refunds, disputes, payment service costs, or other adjustments.
• Available payout balance: the balance that can be withdrawn after settlement, risk, and Stripe requirements are met.

Why balance may not be withdrawable yet

• The event has not finished or is still in the refund observation period.
• Participant payments are still processing.
• Stripe needs additional onboarding or identity verification information.
• Refunds, disputes, unusual registrations, or safety review are in progress.

Recommendation

Check final withdrawable balance after the event is completed. If the balance looks wrong, review registrations, refunds, and fee details before contacting support.

When payouts arrive

Payout timing depends on Stripe, the bank, country or region, holidays, and account review status. First payouts may take longer in some countries or regions.

Common reasons for failed payouts

• Bank account details are wrong or the account cannot receive payouts.
• Stripe needs additional identity, address, tax, or business information.
• The bank rejects the deposit.
• The account is under safety, refund, or dispute review.

What you can do

1. Check the Stripe onboarding page for pending requirements.
2. Confirm that bank details and recipient information match.
3. Wait for the bank processing window to complete.
4. If the failure continues, contact Crew support.

How refunds are handled

This policy explains how Crew handles paid event refunds, payment disputes, chargebacks, event cancellation, and payment-support requests. It applies to payments made through Crew. Payments or refunds handled outside Crew are not covered and may be unsafe.

Refunds depend on the event status, cancellation reason, event start time, payment capture status, Stripe records, platform review, and applicable law. Stripe records are the payment source of truth for payment status, refunds, disputes, chargebacks, transfers, and payouts.

Crew does not currently support partial refunds for paid event registrations. Eligible event refunds are processed as full refunds for the registration payment.

Participant cancellation

If a participant cancels a paid event registration more than 24 hours before the scheduled event start time, Crew may automatically process a full refund when the payment has already been captured. If the payment is only authorized and has not been captured, Crew may cancel or release the authorization instead of creating a refund.

Crew’s 24-hour automatic refund rule is our default platform refund rule. Cancelled events, non-delivery, material changes, misleading descriptions, duplicate charges, payment errors, or non-waivable legal rights may still be handled under Crew policy, payment records, and applicable law.

If a participant cancels within 24 hours of the scheduled event start time, automatic refund does not apply. Crew may still review the case when required by law, when the organizer cancels or materially changes the event, when the event is not delivered, when there is a confirmed safety issue, fraud, payment error, duplicate charge, or other platform-policy reason.

Refunds are normally returned to the original payment method. Bank, card network, and payment provider timing may affect when funds appear after Crew or Stripe starts the refund.

Organizer cancellation

If an organizer cancels an event, participants should be notified through the event page, app notification, or support flow as soon as possible. Crew may refund participant payments through the original payment method according to the event state, Stripe records, and platform rules.

Organizers must not ask participants to pay, settle, or receive refunds outside Crew. Crew may hold, reverse, recover, or offset organizer payouts when refunds, disputes, chargebacks, fraud, cancellation, or policy violations require it.

Event-specific refund terms

Organizers should clearly describe important event conditions before participants register, including price, location, date and time, route or venue, safety requirements, cancellation conditions, and refund conditions. Event-specific terms cannot override Crew policy, payment-integrity requirements, consumer protection law, safety obligations, or other applicable law.

For leisure, social, or event services scheduled for a specific date or period, the EU and UK statutory right to withdraw within 14 days may not apply in the same way as ordinary online goods or services. This does not affect statutory rights for cancelled events, non-delivery, material changes, misleading descriptions, fraud, unsafe activity, payment errors, or other rights that cannot be excluded by law.

Dispute handling

When participants, organizers, payment providers, or the platform detect an issue, related funds may enter review, hold, refund, or dispute processes. Keep event descriptions, communication history, and proof of fulfillment for review.

If a card network dispute or chargeback is opened, Stripe records are the payment source of truth. Crew may withhold, reverse, or recover related organizer payouts when fraud, cancellation, policy violation, or payment-integrity issues are confirmed.

Subscriptions and other paid features

Event registrations, organizer payouts, and Crew subscription or Pro features are separate payment flows. If Crew offers subscription or Pro features, cancellation, renewal, tax, refund, and billing support will follow the subscription terms shown at purchase, Stripe or app-store billing records where applicable, and applicable platform rules.

How to request help

Use the in-app support, report, or refund flow whenever possible so Crew can review the request with the relevant account, event, payment, and safety context. If you cannot access the app, contact Crew support from the website or the contact method shown in the store listing.