Frequently Asked Questions

What is Fan Connection?

Fan Connection is a platform where fans support and interact with college athletes through monthly subscriptions. We offer athlete exclusive content, athlete-run AMAs, 1-2 minute custom video shoutouts, 15-minute live video calls, and athlete merch auctions. We use Stripe to process payments securely.

What does Fan Connection do?

We connect fans and athletes. Fans subscribe monthly to an athlete to unlock member content and perks. Athletes earn directly (via Stripe Connect), and fans can optionally bid on items in athlete merch auctions.

How does it work (step-by-step)?

1) Create an account. 2) Choose an athlete profile. 3) Tap Subscribe to start a monthly plan. 4) Your card is charged each month until you cancel. 5) To cancel, simply go to the athlete's profile and tap the Cancel button.

Who processes payments?

Stripe processes all payments. Funds are routed through Stripe Connect to the athlete’s connected account, less platform/service fees where applicable. We never store your full card details.

What is the pricing?

Pricing is set by each athlete. Most plans are monthly with amounts shown before you confirm. Common examples are \$5.99 or \$29.99 per month. Any applicable platform or processing fees are shown at checkout. There is no long-term contract for monthly plans.

Can I cancel? What happens after I cancel?

Yes. To cancel, go to the athlete's profile and tap the Cancel button. Access is removed immediately. You can resubscribe at any time by visiting the athlete’s profile.

Refunds

All subscription payments are non‑refundable.

Do you offer refunds on interactions?

Except where required by law, all transactions on Fan Connection are final and non‑refundable. This includes Auctions/Merch, Live Sessions, and Personalized Videos. If you believe an extraordinary circumstance applies, contact us.

How do payments work for interactions & auctions?

All payments use a hold‑then‑capture model to protect both buyers and sellers.

• For Personalized Videos: Payment is captured when the athlete sends the video. • For Live 1:1 Video Calls: Payment is captured when the athlete joins the call. • For Auctions: A hold is placed on your card when the seller accepts your bid. The hold is captured (charged) only when UPS scans the package into transit. If the seller does not ship, the hold is released automatically — you are never charged.

Why do you only use UPS for shipping?

We use UPS exclusively due to the value and rarity of many items. UPS tracking and handling policies offer the reliability our marketplace requires.

What if my item is lost or arrives damaged?

Report issues promptly. We will assist with next steps, which may include initiating a claim with UPS. The general no‑refund policy still applies unless mandated by law; available remedies may be limited to carrier claims.

Where can I find Terms of Service and Privacy Policy?

Links are available from the app footer and account area. They describe your rights, data handling, and acceptable use. If you have questions, contact Support.

How do I contact Support?

Use the “Contact Us” button on the landing page or email our support team. Contact us for any problems with orders, live calls, or personalized videos. We typically respond within 1–2 business days.

Need help or have an issue?

Please visit the Contact Us page or use the support option in the app to reach out. Include your order number and username for faster assistance.

How is my data used?

We only use your data to operate the platform (auth, payments, content). We do not sell your personal information. See our Privacy Policy for details.

What content is allowed?

Content must follow our community guidelines: no hate, harassment, illegal content, or IP infringement. Athletes should only post content they own or have rights to share.