Refund Policy

Last updated: 30 October 2026. This policy is being finalised with legal counsel before live payments are enabled. Nothing in it limits rights you have under the consumer protection laws of your country.

1. The 15-day review window

You may submit a refund request within 15 days of the order date (the date your payment was confirmed by the payment provider). For milestone contracts, the window applies separately to each milestone from the date that milestone was funded.

2. When a refund is usually granted

• Undelivered work – the freelancer did not deliver by the agreed deadline (including approved extensions) and you have not accepted a late delivery.
• Materially incomplete work – the delivery is missing a substantial part of the package or agreed scope.
• Misrepresented service – the delivery clearly differs from what the listing or proposal described.
• Mutual cancellation – you and the freelancer agree to cancel.
• Duplicate or erroneous charges confirmed by our records and the payment provider.

3. When a refund is usually not granted

• The order was completed and you approved the delivery, unless the work was misrepresented or materially defective in a way not reasonably visible at approval.
• Dissatisfaction based on subjective preference where the delivery matches the agreed scope, and revisions remaining in your package were not requested.
• Delays or issues caused by missing or late requirements from the customer.
• Requests made after the 15-day window, except where the law requires otherwise.

4. Revisions first

Where a delivery can reasonably be corrected, we ask that you first use the revisions included in your package. The freelancer has an opportunity to fix the issue before a refund decision.

5. How to request a refund

1. Open the order and choose Request refund (or email support with your order ID until dashboards go live).
2. Select a reason and describe the problem.
3. Attach evidence: files, screenshots, messages.
4. The freelancer is invited to respond.
5. Our team reviews and issues a decision. Each case receives a unique ID and status updates.

6. Outcomes

Decisions may be a full refund, a partial refund (for partly delivered or partly acceptable work), a revision instruction, or no refund. Approved refunds are issued through the original payment provider to the original payment method. Processing times depend on the provider and your bank. For crypto payments, refunds follow the provider’s refund process and may be issued in the original asset or an equivalent value as the provider allows; network fees may apply.

7. Currency

Refunds are made in the original transaction currency. If a conversion took place, the amount you receive may differ due to exchange-rate movements and provider charges.

8. Chargebacks

Please contact us before filing a chargeback; most issues are resolved faster through our process. Chargebacks filed while a refund request is open may pause our review. Abusive chargebacks may lead to account restrictions.

9. Fraudulent requests

Refund requests based on false claims, altered evidence, or use of delivered work after obtaining a refund may result in account suspension and recovery of funds.

10. Contact

Email support@givoraa.com or visit the Help Centre.