Once the funding phase has successfully concluded, the execution of your project begins. You are responsible for implementing the project, communicating with your backers, fulfilling the rewards, and handling valid cancellations and refunds. Whether and how a payment must be refunded depends on the type of support and the specific circumstances of each case.
What do I need to keep in mind after the project has been successfully completed?
Once the project is over, begin the implementation as announced and keep your backers regularly updated on the progress. If there are changes to the schedule, rewards, or implementation, communicate them early, honestly, and clearly.
Your updates should answer the following questions:
- What has happened since the last update?
- Which steps have been completed?
- What is causing the delay, and why?
- What new schedule is realistic?
- Will there be any changes to acknowledgments, services, or delivery dates?
- When is the next update coming?
In the Terms of Use for Starters, Section 13 outlines the obligation to provide project updates and to explain when rewards cannot be delivered as agreed.
What should I do if I can't carry out my successful project as planned?
Keep your audience informed immediately, transparently, and regularly. Don't wait until complaints start piling up.
- 1Post a project update and reply to any messages.
- 2Explain clearly what happened, what you've already done, and what the next steps might be.
- 3Give a realistic new timeline.
- 4Propose a specific solution.
Depending on the situation, the following solutions may be worth considering:
- Delayed Delivery: Communicate a new, realistic timeline and provide regular updates.
- Partial implementation: Explain exactly which parts will be implemented or delivered and which will not.
- Alternative Thank-You Gift: Offer only one alternative that you can actually afford, and transparently coordinate any changes to the content with the affected supporters.
- Full or partial refund: Consider this option if fulfillment is no longer possible or if only part of the consideration has been provided.
Don't sugarcoat the situation. Providing honest information reduces conflicts and follow-up questions. For legal or tax-related questions, it may be advisable to seek individual legal or tax advice; Startnext cannot replace this advice.
How do I record chargebacks in accounting?
Record the return debit or chargeback in your accounting records in a way that allows for easy tracking. The guides from DATEV and BuchhaltungsButler provide guidance.
Based on our experience, the following documents are helpful for tax audits and for providing evidence in accordance with the Principles for the Proper Maintenance and Retention of Books (GoBD):
- Bank statement showing the debit,
- Email from Startnext regarding the chargeback,
- Internal note in the accounting software, for example, “Chargeback by supporter after disbursement.”
If you're unsure, check with your tax advisor about how to record this.
Can a voluntary contribution or donation be reclaimed?
A pure donation or voluntary contribution made without any consideration generally does not carry a statutory right of withdrawal under distance selling laws. However, a claim for reimbursement may be possible in certain cases.
Possible legal classifications include:
- Gross Ingratitude: Under Section 530 of the German Civil Code (BGB), a gift may be revoked in the event of a serious, intentional, and morally reprehensible act committed against the donor or close relatives. The requirements are stringent.
- Gift Subject to a Condition or Failure to Fulfill the Intended Purpose: If a clear condition or a specifically agreed-upon purpose was stipulated, the gift may be considered a gift subject to a condition under § 525 of the German Civil Code (BGB). If the condition is not fulfilled or the agreed-upon purpose is not achieved, a claim for performance or restitution may arise under certain circumstances.
Not every form of voluntary support is automatically a conditional donation. The decisive factor is whether the condition or purpose is sufficiently clear from the project page, the confirmations, or the communication. This classification depends on the individual case and is not a substitute for legal advice.
Can my supporters withdraw their support?
It depends on what you offer as a thank-you gift.
There is no right of withdrawal for donations alone. For goods or services provided to consumers, your supporters generally have a 14-day right of withdrawal after receiving the thank-you gifts or after the contract is concluded (for crowdfunding: upon the project’s completion). For personalized products, perishable goods, and event tickets with a fixed date, withdrawal is prohibited by law.
Starting in June 2026, the EU "Cancel" button will also be required. Startnext will provide this for you.
With each contribution, your backer enters into a separate contract with you, not with Startnext. As soon as this contract involves payment—that is, when consideration in exchange for money is agreed upon—and is entered into with a consumer, German distance selling law applies. This includes, in particular, Sections 312c et seq. of the German Civil Code (BGB), which provide for the statutory right of withdrawal.
In contrast, in the case of pure donations without consideration, a gift agreement under Section 516 of the German Civil Code (BGB) applies. There is no statutory right of revocation in such cases.
Which "thank you" gifts can be revoked
Pure donation
A pure donation is a contribution given without expecting anything in return, such as a donation to a nonprofit organization.
Right of withdrawal: No
Deadline: None
Background and Note: As a general rule, this constitutes a gift under Section 516 of the German Civil Code (BGB). There is no distance sales contract and no right of rescission. Reclaiming the gift is possible only in exceptional cases, such as gross ingratitude or impoverishment.
Standard Products
These include, for example, books, CDs, T-shirts, or mass-produced items.
Right to cancel: Yes
Deadline: 14 days from receipt of the merchandise
Background and Note: This is a standard distance sales contract pursuant to Section 312g(1) of the German Civil Code (BGB). The cancellation period begins upon receipt of the goods, not upon receipt of the support.
Service
These include, for example, workshops, coaching sessions, and consulting services.
Right to cancel: Yes
Deadline: 14 days from the date the contract is signed. For crowdfunding: upon completion of the project.
Legal Basis and Note: Section 312g(1) of the German Civil Code (BGB) applies. If you begin the service before the deadline expires with the supporter’s express consent, the right of withdrawal may expire prematurely pursuant to Section 356(4) of the German Civil Code (BGB).
Digital Content for Download
These include, for example, e-books, movies, songs, and digital courses.
Right of withdrawal: Subject to conditions
Time limit: 14 days, but may expire earlier
Legal Basis and Note: Pursuant to Section 356(5) of the German Civil Code (BGB), the right of withdrawal expires as soon as the download begins and the supporter has expressly agreed that the right of withdrawal will thereby expire.
Personalized Products
These include, for example, products with personalized engravings or custom-made products.
Right of withdrawal: No
Deadline: None
Legal Basis and Note: Pursuant to Section 312g(2)(1) of the German Civil Code (BGB), there is no right of withdrawal. The customization must be genuine. A choice of three colors is not sufficient for this purpose.
Perishable goods
These include, for example, food or flowers.
Right of withdrawal: No
Deadline: None
Legal Basis and Note: Pursuant to Section 312g(2)(2) of the German Civil Code (BGB), there is no right of withdrawal.
Sealed merchandise for hygiene or health reasons
These include, for example, cosmetics and toothbrushes.
Right of withdrawal: Only before opening the seal
Deadline: 14 days, provided the seal is intact
Legal Basis and Note: Pursuant to Section 312g(2)(3) of the German Civil Code (BGB), the right of withdrawal no longer applies once the seal has been broken.
Sealed audio or video recordings and software
These include, for example, physical CDs, DVDs, or software with a seal.
Right of withdrawal: Only before opening the seal
Deadline: 14 days, provided the seal is intact
Basis and Note: Section 312g(2)(6) of the German Civil Code (BGB) applies.
Leisure and Event Tickets
These include, for example, concert tickets, festival tickets, or workshops with set dates.
Right of withdrawal: No
Deadline: None
Legal Basis and Note: Pursuant to Section 312g(2)(9) of the German Civil Code (BGB), there is no right of withdrawal if a specific date or time period has been agreed upon.
Newspapers and Magazines
This refers to individual issues, not subscriptions.
Right of withdrawal: No
Deadline: None
Basis and Note: Section 312g(2)(7) of the German Civil Code (BGB) applies.
Subscription or Membership
These include ongoing contractual relationships, such as a monthly podcast subscription.
Right to cancel: Yes
Time limit: 14 days from the date the contract is signed. For crowdfunding: upon completion of the project
Background and Note: In addition to the right of withdrawal, a cancellation button may be required under Section 312k of the German Civil Code (BGB).
Support Among Companies
This applies if the supporter is acting in a commercial capacity, that is, as an entrepreneur under Section 14 of the German Civil Code (BGB).
Right of withdrawal: No
Deadline: None
Note: There is no consumer protection and no statutory right of withdrawal. A contractual right of withdrawal through Startnext may exist independently of this.
Example of the Right of Withdrawal
Imagine Lena. Lena raised 8,000 euros on Startnext for her children’s book, *The Dragon Without a Name*. The campaign is going well—the funding goal has been met, the books have been printed, and the thank-you gifts have been sent out.
Two months later, Lena receives three emails:
- Anna wants to return her book. She just received it and realized that her niece is already too old for dragons.
- Ben had ordered the personalized version, in which his son is depicted as the hero. He, too, wants to step down.
- Clara simply gave 50 euros without expecting anything in return, and now she'd rather have the money back.
Three supporters, the same project, the same platform. Yet these are three different cases.
As a rule, Lena is only supposed to actually repay the amount to Anna. With Ben, the product is personalized. With Clara, it’s purely a donation with no expectation of anything in return.
How to Handle the Right of Withdrawal
Until the project ends, you generally don't have to worry about anything. Focus on your campaign. The right of withdrawal only takes effect once the project is successful.
It’s important to note: The law requires written form on a durable medium in accordance with Section 126b of the German Civil Code (BGB). An email with a PDF attachment is sufficient for this purpose. You don’t need to print anything out or include anything in the package.
For digital content or services provided in advance: Send the notice. If you want to actively shorten the right of withdrawal, you must obtain consent in advance.
In practice, many project organizers forgo formal instructions altogether. In such cases, backers generally have 12 months and 14 days to declare their revocation under Section 356(3) of the German Civil Code (BGB). That may sound like a long time, but in our experience, it rarely poses a practical problem for crowdfunding projects.
Anyone who fails to fulfill their duty to provide information therefore risks, above all, a longer cancellation period. Many new businesses deliberately rely on trust, good communication, and goodwill rather than bureaucratic red tape. This is especially true when the thank-you gifts are personalized, perishable, or tied to a specific date anyway.
Still, the safest approach is to prepare the instructions and send them by email once the project is complete.
Sample Cancellation Policy
We have translated the legally required cancellation policy at https://www.gesetze-im-internet.de/bgbeg/art_253anlage_1.html into the "Du" form. We assume no liability for the translation.
Right of Withdrawal
You have the right to cancel this contract within fourteen days without giving any reason.
The cancellation period is fourteen days:
- For a sales contract for goods: starting on the day you, or a third party designated by you (other than the carrier), took possession of the goods.
- For a contract covering multiple items in a single order that are delivered separately: starting on the day you, or a third party designated by you (other than the carrier), took possession of the last item.
- For a contract for services or digital content: as of the date the contract is concluded.
To exercise your right of withdrawal, you must notify us
[Name / Company of the Starter]
[Full Address]
[Phone number, if available]
[Email Address]
Notify us of your decision to cancel this contract by means of a clear statement, such as a letter or email. You may use the attached sample cancellation form for this purpose. However, this is not required.
To comply with the cancellation period, it is sufficient to send the notice of your intention to exercise your right of cancellation before the cancellation period expires.
Consequences of the Revocation
If you cancel this contract, we must refund all payments we have received from you, including shipping costs, without delay and no later than fourteen days from the date on which we received notice of your cancellation of this contract.
This does not include any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery option we offer.
We will use the same payment method for this refund that you used for the original transaction, unless we have expressly agreed otherwise with you. Under no circumstances will you be charged any fees in connection with this refund.
We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever comes first.
You must return or hand over the goods to us immediately, and in any case no later than fourteen days from the date on which you notify us of your cancellation of this contract. The deadline is met if you ship the goods before the fourteen-day period expires.
Option A: You are responsible for the direct costs of returning the goods.
Option B: We will cover the cost of returning the goods.
You are only liable for any loss in value of the goods if such loss is attributable to handling that was not necessary to assess the nature, characteristics, and functionality of the goods.
Additional notes depending on the thank-you gift
If you offer appropriate thank-you gifts, add the corresponding module to the instructions.
For downloadable digital content:
“The right of withdrawal expires prematurely if we have begun performing the contract, after you have expressly agreed that we may begin performing the contract before the end of the withdrawal period, and you have confirmed that you are aware that, by giving your consent, you will lose your right of withdrawal once performance begins.”
For personalized products:
“The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for the manufacture of which an individual selection or specification by the consumer is decisive, or that are clearly tailored to the consumer’s personal needs (Section 312g(2)(1) of the German Civil Code (BGB)).”
For event tickets with a fixed date:
“The right of withdrawal does not apply to contracts for the provision of services related to recreational activities if the contract specifies a specific date or time period for the provision of such services (Section 312g(2)(9) of the German Civil Code (BGB)).”
Sample Cancellation Form
We have translated the legally required cancellation form into the "Du" form at https://www.gesetze-im-internet.de/bgbeg/art_253anlage_2.html. We assume no liability for the translation.
If you wish to cancel the contract, please fill out this form and return it.
To:
[Name / Company, Address, Email Address of the Starter]
I/We hereby cancel the contract I/we entered into for the purchase of the following goods or the provision of the following services:
[Name of the thank-you gift / service]
Ordered on: [Date] Received on: [Date] Name: [Name] Address: [Address] Signature (only for paper notifications): [Signature] Date: [Date]