UstadWork is a digital marketplace for freelance services. Because many services are custom, time-based, or partially delivered, refunds are not handled in the same way as physical retail returns. This policy explains how cancellations, refunds, wallet credits, and dispute-based resolutions are handled on the platform.

1. Before Work Starts

If an order or contract has been funded but work has not materially started, the client may request cancellation or refund through the platform workflow. Where no value has been delivered and no policy restrictions apply, UstadWork may reverse or re-credit the funded amount.

2. Active Orders

Once work is in progress, refunds depend on the actual order state, delivery progress, approved milestones, communications, submitted files, and any mutual resolution between the client and freelancer. A full refund is not guaranteed simply because a client changes their mind after work has started.

3. Partial Refunds

Partial refunds may be issued where only part of the work is disputed, part of the scope was cancelled, or part of the project value remains refundable. If milestone-based work has already been approved, that approved portion may become non-refundable through ordinary refund requests and may instead require dispute review.

4. Completed or Released Orders

After an order is completed or funds are released, refunds may be limited. Any post-release refund request may depend on the remaining refundable amount, seller approval, admin review, dispute findings, or available seller wallet funds where applicable.

5. How Refunds Are Processed

• Refunds, reversals, or credits related to platform orders should be handled on-platform.
• In many cases, refunds are first reflected within the platform balance, wallet, or order settlement workflow.
• Where an external payment provider is involved, provider timelines, banking timelines, and compliance checks may affect the final settlement timing.
• UstadWork may refuse off-platform refund requests for security, fraud-prevention, or recordkeeping reasons.

6. Provider and Bank Timing

If a refund or reversal involves an external payment method, the time required for the amount to appear can vary based on the payment provider, card issuer, bank, and compliance review. UstadWork cannot guarantee instant settlement to an external payment method.

7. Cancellations

Users should try to resolve issues through normal communication first. Cancellations are intended for situations such as non-started work, mutual agreement, major scope breakdown, delivery failure, or other platform-approved reasons. UstadWork may approve, reject, or condition a cancellation based on the order record and available evidence.

8. Disputes

If users cannot resolve a problem directly, a dispute or refund review may be opened through the platform workflow. We may review messages, files, timestamps, milestones, and payment records before deciding whether to refund, partially refund, deny the request, or keep funds held pending further review.

9. Non-Refundable Items and Situations

• Work already approved or accepted by the client, subject to applicable dispute rights.
• Completed deliverables where the client received the agreed value and no actionable policy breach is found.
• Platform fees, processing costs, taxes, or third-party provider charges where non-refundable by rule or law.
• Requests that attempt to move refunds outside UstadWork’s approved process.

10. Abuse Prevention

We may refuse, limit, or investigate refund requests that appear abusive, fraudulent, duplicative, manipulative, or inconsistent with the order history. Repeated misuse of refund or cancellation workflows may result in account restrictions.

11. Contact

For refund, dispute, or cancellation questions, contact ustadworkofficial@gmail.com.