Refund & Cancellation Policy

Not yet funded

You have started an engagement but not paid. Nothing to refund — simply do not fund it, or cancel.

Funded and held (escrow)

You have paid and the Expert has not been paid. This is where refunds are practical. You may request one; the Expert may accept or reject it, and a rejection escalates to a dispute we decide.

Released

You approved the work and the funds went to the Expert. This is not automatically refundable. It becomes a matter between you and the Expert, or a dispute if the ground is that the work was not as agreed.

On a staged Contract each milestone moves through these states separately. Approving milestone one does not release milestone two.

• •Raise it in the Project first. Say specifically what is missing against the agreed requirements — a specific objection is resolved far faster than a general dissatisfaction.
• •If the Expert agrees, they accept the refund request and the held amount returns to your original payment method.
• •If the Expert rejects it, the matter becomes a dispute. Both sides submit evidence and we decide what happens to the funds we hold.
• •If you and the Expert simply agree to stop, propose a cancellation. Both parties accept the split, the agreed portion returns to you and any agreed portion goes to the Expert.

What is a good ground for a refund

• •The Expert did not deliver, or abandoned the work.
• •The delivered work does not do what the agreed requirements said it would.
• •The Expert missed an agreed deadline that was not extended, and the delay defeats the purpose.
• •The work is not the Expert's to deliver, for example it infringes someone else's rights.

What is not

• •You changed your mind about the project after the work was done to specification.
• •You want additions that were never in the requirements — that is new work.
• •You have exhausted the agreed revision rounds and want more without paying.
• •You did not provide the requirements or the access the Expert needed, and the work stalled as a result.

• •You may accept the request, which returns the held funds to the Client and closes the engagement.
• •You may reject it, which escalates to a dispute. Reject only if you can show the work met the agreed requirements.
• •The Project record is your protection. Requirements, messages, milestones, deliverables, revision history and time logs are what we look at.
• •Doing significant work outside the Project — by email, or on another platform — leaves you with very little we can act on.

• •Our Platform Fee is returned together with the refunded amount. We do not keep a fee on money that goes back to the Client.
• •Third-party payment-processing costs may not be recoverable, and where that applies it is shown at the time.
• •A partial refund is possible: a proportion returns to the Client and the remainder is released to the Expert. This is the normal outcome where some but not all of the work was delivered.
• •Tax charged on a refunded amount is refunded with it. Where tax was remitted to an authority, adjustment follows that authority's rules and can take longer.

Subscriptions, where offered, are separate from engagement payments and are billed in advance for the period they cover.

• •Cancelling stops future renewals. You keep access for the period already paid.
• •A period already started is not refunded by default, except where your local consumer law requires it.
• •If you were charged after cancelling, or charged twice, contact us — that is a billing error and we will correct it.

If you are a consumer, you may have rights that no policy can remove. Many consumers in the European Economic Area and the United Kingdom have a statutory right to withdraw from a distance contract within a set period, subject to exceptions — including where a service has already been fully performed with your prior express consent.

• •We instruct the refund as soon as it is agreed or decided.
• •The payment processor then returns it to the original payment method. Card refunds commonly take five to ten business days to appear, and the timing is set by your bank, not by us.
• •A refund always goes back to the original payment method. We cannot redirect it elsewhere.

A chargeback is a claim you make to your bank rather than to us. Please do not use one as a first step.

• •A chargeback filed while a dispute is open freezes our ability to resolve it, because the funds are no longer ours to allocate.
• •It costs both parties time and often produces a worse outcome than the dispute process would have.
• •Where funds were already released, we may recover a charged-back amount from the receiving party's balance.
• •Funding an engagement and then charging back rather than using the dispute process is a serious breach of the Terms and may result in suspension.

If a charge is unfamiliar, contact [email protected] first. Statements may show STORESWIKI LLC or the processing entity rather than the trading name, which is the most common cause of an unrecognised charge.

STORESWIKI LLC, Lewes, Delaware, United States of America. For a refund, a cancellation or a billing question, open a ticket in the in-product Support & tickets area or email [email protected]. Include the Project or Contract reference — it is the fastest way to a resolution.