Cancellation and Refund Policy

This policy explains how the WAFQ platform handles cancellation and refund requests between customers and providers. Accepting it is required before payment, and we keep with the order the version of the policy you accepted and when you accepted it.

The platform keeps a fee of 10% of every paid order. This fee is non-refundable in all cases (cancellation by agreement, cancellation before work starts, dispute settlement). At payment, the net 90% goes into escrow for the provider, and the 10% goes to the platform at once.

If you have paid and the provider has not started work yet (status "Awaiting start"), you can cancel the order directly and get the net amount (90% of the amount paid) back to your wallet on the platform at once. Cancelling at this stage does not need the provider's consent.

Once the provider has started work (status "In progress"), there is no automatic refund. You can send a cancellation request proposing the amount you want back (from 0 up to the full net escrow amount). The provider receives it and has 48 hours to answer:

• If they accept: the order is cancelled at once, the amount you asked for goes to your wallet, and the provider keeps the rest as compensation for the work done.
• If they decline: the order stays in progress. You can send a new request with a different amount, or open a dispute.
• If 48 hours pass without an answer: the request counts as declined, and the order stays in progress.

Once the provider delivers and the customer accepts the delivery (or the order completes automatically 48 hours after delivery with no objection), there is no refund. If you object to the delivery, before accepting it you can request a revision within the number of revisions agreed in the offer, or open a formal dispute.

Money that reaches your wallet from a card payment, whether a deposit or the refund of an order you paid by card, cannot be withdrawn to a bank account. You can send what is left of it back to the card you paid with within 28 days of the payment, in full in one operation per payment, less the refund fee the payment gateway charges, which is shown to you before you confirm. After that period it can only be spent on the platform.

Provider earnings are not subject to this limit, and are withdrawn to the provider's bank account as usual.

For any question about this policy or about a specific refund, email or call us through the channels at the bottom of the page, or from the support page.