8.5 Not Your Money #

It's not your money until they're happy they spent it.

They want a refund? Give it. Immediately.

Pop-up communities live or die on reputation, not revenue.

When someone asks for their money back, you stand at a crossroads. Keep the cash and create an enemy. Return it promptly and maybe create an advocate.

The math isn't complicated.

Even if someone doesn't like your product, they can still like you.

Good person, bad product? You can recover. Bad person, good product? You're in trouble. Bad person, bad product? Game over.

And here's the twist. A well-handled refund can create more goodwill than a mildly positive experience.

"I didn't like the experience, but wow, they made it easy to leave." "Wasn't for me, but they were so generous and kind." "Didn't click with the community, but they treated me like a human."

These aren't failures. They're reputation wins.

Be proactive. Make your guarantee loud and clear. "Try us risk-free for 7 days." "Love it or leave it, no hard feelings." "Not happy? Full refund, no questions asked."

First-time builder? Make your first version free. You'll learn just as much, and remove the pressure entirely.

When someone asks for a refund, they're not just asking for their money back. They're asking: Who are you really?

That's your moment to answer with integrity.

Refunds don't just fix transactions. They preserve trust.