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.
• Once a refund is approved by UstadWork, we aim to initiate the refund, reversal, wallet credit, or provider-side refund instruction within 7 business days.
• 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. After UstadWork initiates an approved external refund, card or bank settlement commonly takes 5 to 15 business days, but it may take longer where the payment provider, issuing bank, acquiring bank, compliance review, public holidays, or international processing delays are involved. 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. Complaint Handling for Refund Issues

For refund, return, cancellation, or dispute complaints, contact ustadworkofficial@gmail.com or use the Contact Us page. Please include your order ID, account email, payment date, refund amount requested, reason for the request, and any relevant screenshots, files, or conversation history.

We aim to acknowledge refund-related complaints within 2 business days and complete ordinary reviews within 7 business days. Complex disputes, fraud checks, provider investigations, or cases requiring buyer/seller evidence may take up to 15 business days or longer depending on the information required.

10. 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.

11. 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.

12. Contact

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