Refund Policy

1. Escrow Payment System

1.1 How Escrow Works

The escrow system ensures that service providers get paid for completed work and clients receive the services they paid for:

• Payment Held: When a client hires a service provider, the payment is held in escrow
• Work Completion: The service provider completes the agreed work
• Client Approval: The client reviews and approves the completed work
• Funds Released: Upon client approval, funds are released to the service provider
• Dispute Resolution: If there's a disagreement, we mediate to find a fair solution

1.2 Escrow Hold Period

Escrow funds are held until the task is completed and approved. If a task is not completed within the agreed timeframe, either party may request intervention.

2. Wallet Deposits

2.1 Adding Funds to Wallet

Users can add funds to their AddyBuddy wallet using the following methods:

• Bank Transfer: Direct bank transfers to our designated accounts
• JazzCash: Mobile wallet transfers
• EasyPaisa: Mobile wallet transfers
• Credit/Debit Cards: Visa, Mastercard, and other major cards
• Cryptocurrency: Bitcoin, USDT, and other supported currencies

2.2 Deposit Processing Time

Deposits are typically processed within 24-48 hours depending on the payment method. Bank transfers may take longer (2-3 business days).

2.3 Minimum Deposit Amount

The minimum deposit amount is PKR 500. This ensures that all transactions are economically viable for both parties.

3. Wallet Withdrawals

3.1 Withdrawal Methods

Users can withdraw funds from their AddyBuddy wallet using:

• Bank Transfer: To your registered bank account
• JazzCash: To your JazzCash account
• EasyPaisa: To your EasyPaisa account
• Cryptocurrency: To your crypto wallet

3.2 Withdrawal Processing Time

Withdrawals are processed within 24-72 hours after the request is submitted and verified. We aim to process all withdrawals as quickly as possible.

3.3 Minimum Withdrawal Amount

The minimum withdrawal amount is PKR 500. This ensures that withdrawal fees and processing costs are manageable.

3.4 Withdrawal Fees

• Bank Transfer: PKR 100 processing fee
• JazzCash/EasyPaisa: PKR 50 processing fee
• Cryptocurrency: Network fees apply (variable)
• First Withdrawal: Free for all users

4. Service Refunds

4.1 When Refunds Are Issued

Refunds may be issued in the following scenarios:

• Service Not Delivered: The service provider failed to deliver the agreed service
• Unsatisfactory Quality: The delivered service does not meet the agreed quality standards
• Misrepresentation: The service was misrepresented in the listing
• Duplicate Payment: You were accidentally charged twice
• Technical Error: A system error resulted in an incorrect charge

4.2 Refund Process

To request a refund:

1. Navigate to your Dashboard → Orders
2. Select the relevant order
3. Click on Request Refund
4. Provide a detailed reason for the refund request
5. Submit the request for review

Refund requests are reviewed within 2-3 business days and processed within 5-7 business days of approval.

4.3 Refund to Wallet vs. Original Payment

• Wallet Balance: Refunds are initially credited to your AddyBuddy wallet
• Original Payment Method: You can transfer the refunded amount to your original payment method if requested
• Processing Time: 5-7 business days for the transfer to complete

5. Dispute Resolution

5.1 Dispute Process

If you have a disagreement with a service provider or client:

1. Communication: Try to resolve the issue directly with the other party
2. Escalate: If unresolved, submit a dispute through your dashboard
3. Review: Our team will review all communications and evidence
4. Mediation: We attempt to mediate and find a fair resolution
5. Decision: Our decision is final and binding

5.2 Evidence Required

When filing a dispute, please provide:

• Communication screenshots
• Work delivered (files, screenshots, etc.)
• Agreement details (scope, timeline, deliverables)
• Any other relevant information

5.3 Resolution Timeline

Most disputes are resolved within 7-10 business days. Complex cases may take longer.

6. Fees & Charges

6.1 Transaction Fees

• Service Fee: 5% of the total transaction value (covers platform maintenance and support)
• Escrow Fee: 2% of the total transaction value (covers secure holding and processing)
• Cross-Border Fee: Applicable for international transactions (varies by currency)

6.2 Deposit Fees

• Bank Transfer: Free (no processing fee)
• JazzCash/EasyPaisa: 1.5% processing fee
• Credit/Debit Cards: 2.5% processing fee
• Cryptocurrency: Network fees apply (variable)

6.3 Withdrawal Fees

• Bank Transfer: PKR 100 per withdrawal
• JazzCash/EasyPaisa: PKR 50 per withdrawal
• Cryptocurrency: Network fees apply (variable)

7. Money-Back Guarantee

7.1 How to Claim

• Submit a refund request through your dashboard
• Explain why you're requesting the refund
• We'll process your refund within 7-10 business days
• Refunds are credited to your AddyBuddy wallet
• You can transfer to your bank account or use for future services

7.2 Exclusions

The money-back guarantee does not apply to:

• Services that have been fully delivered
• Custom work that has been completed
• Monthly subscriptions beyond the first 30 days
• Administrative fees and processing charges

8. Subscription Refunds

8.1 Monthly/Annual Subscriptions

• Annual Plans: Full refund within 30 days, prorated after 30 days
• Monthly Plans: Full refund within 14 days, no refund after 14 days
• Enterprise Plans: Custom agreements apply

8.2 Cancellation

You can cancel your subscription at any time through your dashboard. Cancellation will take effect at the end of the current billing period. No further charges will be made.

8.3 Refund Processing

Approved refunds are processed within 7-10 business days and credited to your AddyBuddy wallet.

9. Admin Policies

9.1 System Admin Responsibilities

Our system administrators are responsible for:

• Monitoring all transactions for suspicious activity
• Reviewing and processing refund requests
• Mediating disputes between users
• Maintaining the security of the wallet system
• Investigating fraud and abuse cases

9.2 Admin Actions

System administrators may take the following actions:

• Hold Funds: Temporarily hold funds in case of suspected fraud
• Reverse Transactions: Reverse transactions found to be fraudulent
• Refund Processing: Process refunds as per policy
• Account Suspension: Suspend accounts involved in suspicious activity
• Investigation: Investigate disputes and fraud cases

9.3 Reporting Issues

If you encounter any issues with your wallet, transactions, or refund requests, please contact our support team immediately at support@addybuddy.com.

10. Chargebacks & Reversals

10.1 Chargeback Process

In the event of a chargeback:

• Your account will be suspended immediately
• We will investigate the chargeback with all parties involved
• If the chargeback is valid, we will process the refund
• If the chargeback is invalid, we will contest it and restore the funds
• Fraudulent chargebacks may result in permanent account termination

10.2 Dispute Resolution Preference

We strongly encourage users to resolve disputes through our internal systems rather than initiating chargebacks. Our team is committed to fair resolution of all issues.

11. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices, legal requirements, or business operations.

11.1 Notification of Changes

When we make material changes to this policy, we will notify you by:

• Sending an email to the address associated with your account
• Displaying a prominent notice on our website
• Updating the "Last Updated" date at the top of this policy

11.2 Continued Use

Your continued use of our Services after changes to this policy constitutes acceptance of the updated terms.

12. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request, please contact us: