If you’re unable to carry out your successful project as planned, the most important thing is to communicate with your backers early, transparently, and regularly. Together, you’ll need to figure out how to move forward—for example, with a new solution, an alternative reward, or (if necessary) a refund.
What you should do now
1) Notify immediately (don't wait)
- Post a project update (and reply to any unanswered messages) as soon as it becomes clear that there are delays or a serious problem.
- Explain clearly: What happened, what have you done so far, what are the next steps, and what is a realistic timeline?
2) Propose a solution
Depending on the situation, the following approaches may be appropriate:
- Delivery delayed: new realistic timeline + updates
- Partial implementation is possible: clearly communicate what will be delivered and what will not
- Alternative or substitute thank-you gifts: only offer them if you can truly afford them
3) Support / Thank-yous: Approval of changes
If the details of a promised thank-you gift change (different product or different scope), the project team should coordinate this with the supporters in a transparent manner.
4) Sort out payment and refunds
If implementation is no longer possible, it must be determined what will happen to the money. This often involves a refund (in full or in part)—depending on the specific circumstances and what has already been provided in return.
Important
- Please don't sugarcoat things—be honest instead. This will help reduce conflicts and the need for follow-up questions.
- Note: In the Terms of Use for Project Creators, Section 13 (“Obligation to Provide Project Updates and Clarification in the Event of Failure to Deliver Rewards”) outlines the basic expectation that you keep backers regularly informed and, in the event of any issues, actively clarify how the project will proceed.
- If you have legal or tax-related questions about the process, it may be helpful to consult a tax or legal advisor (Startnext cannot provide legal advice).