1. Introduction

This policy explains how cancellations and refund requests are handled on Ejadly. We aim to treat requests fairly and transparently while respecting the rights of clients and freelancers and complying with applicable laws.

2. Order Cancellations

Clients may request cancellation through the available platform channels and should provide a reason.

Cancellation eligibility depends on the order status, whether work has started or been delivered, the nature of the service, and any specific terms disclosed before purchase.

Submitting a cancellation request does not automatically mean it has been approved.

3. Refund Requests

Depending on the circumstances, clients may request a refund in cases including:

• The service has not started under the agreed terms.
• The service was not delivered by the agreed deadline, without an agreed extension.
• The delivered service materially differs from the agreed description.
• A material service issue remains unresolved within the agreed scope.
• Other circumstances requiring a refund under applicable law or payment provider rules.

Requests are reviewed individually. We may request order details, communications, and supporting evidence.

4. Delivered Services and Revisions

Where a service has been delivered, clients are encouraged to request any revisions included in the service description before seeking a refund, where appropriate.

If the issue remains unresolved, clients may contact support for a review. This process does not limit any mandatory consumer rights.

5. Completed Orders

Orders marked as completed may be subject to a different review process from orders that have not yet been delivered. However, completion alone does not remove any mandatory refund rights available under applicable law.

6. Refund Processing

Approved refunds are processed according to the payment method and payment provider's procedures.

The time required for a refund to appear in a client's account may vary by bank or payment method. Ejadly does not guarantee a specific timeframe unless confirmed by the payment provider.

Where possible, refunds are returned to the original payment method, subject to provider requirements and applicable rules.

7. Disputes

Clients and freelancers may contact support to submit details of a dispute. Relevant information may include service descriptions, messages, delivery dates, and supporting evidence.

A review does not guarantee a particular outcome. Cases are handled under the applicable policies and law.