Refund Policy

1. Introduction

This Refund Policy governs the refund process for transactions on Service Medium, operated by Whatznot Technology OPC Private Limited. Our platform uses an escrow-based payment system to protect both Buyers and Sellers, ensuring fair and secure transactions.

Please read this policy carefully to understand when refunds are available and what fees are non-refundable.

2. Company Information

Legal Entity: Whatznot Technology OPC Private Limited

CIN: U72900WB2021OPC250021

Platform Name: Service Medium

Registered Office: Chakdaha, Nadia, West Bengal, INDIA 741222

Contact: legal@servicemedium.com

Governing Law: India

3. Escrow System Overview

Service Medium operates an escrow-based payment system to protect all parties involved in transactions:

3.1 How Escrow Works

3.2 Escrow Protection

• Buyer Protection: Funds are only released when work is delivered satisfactorily
• Seller Protection: Payment is guaranteed once work is approved
• Dispute Resolution: Platform mediation available if issues arise

4. Refund Eligibility

4.1 When Refunds Are Available

Buyers may be eligible for a refund in the following situations:

• Non-Delivery: Seller fails to deliver work within agreed timeline
• Non-Conformance: Delivered work does not match agreed specifications
• Quality Issues: Work is significantly substandard or unusable
• Order Cancellation: Seller cancels the order before work begins
• Mutual Agreement: Both parties agree to cancel the transaction
• Platform Decision: Dispute resolved in favor of the Buyer

4.2 When Refunds Are NOT Available

Refunds will not be issued in these cases:

• Work has been delivered and approved by the Buyer
• Buyer changes requirements after work has begun
• Buyer's dissatisfaction is subjective and work meets specifications
• Request is made after the auto-release period has expired
• Buyer fails to respond during the review period
• Buyer violates platform Terms of Service

5. Non-Refundable Fees

5.1 Platform Fee (1%)

Service Medium charges a 1% platform fee on all transactions. This fee covers:

• Escrow management and security
• Platform infrastructure and maintenance
• Dispute resolution services
• Customer support
• Payment processing coordination

The 1% platform fee is deducted from the Seller's earnings and is NOT REFUNDABLE under any circumstances.

5.2 Payment Gateway Fees

Payment processing fees charged by our payment partners are NON-REFUNDABLE:

• Razorpay Fees: Charged on Indian (INR) transactions
• PayPal Fees: Charged on international transactions
• Currency Conversion Fees: Applied when converting between currencies

These fees are charged by third-party payment processors and are outside Service Medium's control. They are deducted at the time of payment and cannot be refunded even if the transaction is later cancelled.

5.3 Example Calculation

6. Refund Process

6.1 Requesting a Refund

To request a refund:

1. Contact the Seller directly through the platform messaging system
2. Attempt to resolve the issue through direct communication
3. If unresolved, file a dispute through the Platform's dispute resolution system
4. Provide evidence supporting your claim (screenshots, messages, specifications)
5. Wait for Platform review and decision

6.2 Review Timeline

• Dispute Filing: Available while funds are in escrow
• Platform Review: 5-7 business days
• Additional Information: May be requested from both parties
• Final Decision: Communicated via email and platform notification

6.3 Refund Processing

Once a refund is approved:

• Wallet Refund: Instant (funds returned to Service Medium wallet)
• Original Payment Method: 5-10 business days
• International Transactions: May take up to 15 business days
• Bank Transfers: 3-7 business days depending on bank

6.4 Partial Refunds

In some cases, partial refunds may be issued:

• Work partially completed and accepted
• Milestone-based projects (refund only incomplete milestones)
• Mutual agreement for partial compensation
• Platform decision based on work delivered

7. Milestone-Based Projects

7.1 How Milestones Work

Projects can be divided into multiple milestones, each with its own payment and deliverable:

• Each milestone is funded separately
• Payment held in escrow for that specific milestone
• Released upon milestone completion and approval
• Disputes can be raised for individual milestones

7.2 Milestone Refunds

For milestone-based projects:

• Refunds apply only to disputed/incomplete milestones
• Completed and approved milestones are not refundable
• Platform fee applies to each milestone separately
• Partial project cancellation possible

8. Dispute Resolution

8.1 Dispute Process

1. Direct Resolution: Try to resolve with the other party first (48 hours)
2. File Dispute: Submit dispute through platform with evidence
3. Platform Review: Support team reviews all evidence
4. Additional Info: Both parties may be asked for clarification
5. Decision: Binding decision made by platform
6. Execution: Escrow funds released according to decision

8.2 Decision Factors

Platform decisions are based on:

• Original project requirements and specifications
• Communication history between parties
• Quality and completeness of deliverables
• Evidence provided by both parties
• Platform Terms of Service compliance
• Good faith efforts to resolve

8.3 Final Decisions

Platform dispute decisions are final and binding. Both parties agree to accept the outcome as stated in the Terms of Service.

9. Seller Cancellations

9.1 Seller-Initiated Cancellation

If a Seller cancels an order:

• Before Work Begins: Full refund to Buyer (minus gateway fees)
• After Work Begins: Mutual agreement required or dispute process
• Multiple Cancellations: May result in account restrictions

9.2 Impact on Seller

Seller cancellations may affect:

• Seller rating and reviews
• Account standing
• Platform privileges
• Eligibility for promotions

10. Buyer Cancellations

10.1 Buyer-Initiated Cancellation

If a Buyer wishes to cancel:

• Before Work Begins: Full refund (minus gateway fees) with Seller consent
• After Work Begins: Refund based on work completed
• Near Completion: May not be eligible for cancellation

10.2 Buyer Responsibilities

Buyers are responsible for:

• Clear communication of requirements upfront
• Timely review and feedback
• Reasonable revision requests
• Good faith participation in dispute resolution

11. Auto-Release System

11.1 How Auto-Release Works

When a Seller marks work as delivered, Buyers have a review period (typically 3-7 days depending on project size). If no action is taken:

• Funds automatically release to the Seller
• Order is marked as complete
• Refunds no longer available

11.2 Preventing Auto-Release

To prevent auto-release if there are issues:

• Request revisions before deadline
• File a dispute before auto-release occurs
• Communicate concerns promptly
• Request extension if more time is needed

12. Special Circumstances

12.1 Payment Processing Errors

If funds are charged due to technical error:

• Contact support immediately at support@servicemedium.com
• Provide transaction details and evidence
• Full refund processed within 5-7 business days

12.2 Duplicate Charges

Duplicate charges will be refunded in full, including all fees.

12.3 Account Termination

If your account is terminated:

• Buyer: Refund of funds in escrow for incomplete work
• Seller: Withdrawal of available balance (after escrow releases)
• Violations: Funds may be withheld if Terms are violated

13. Withdrawal Fees

Sellers withdrawing funds may incur withdrawal fees depending on payment method:

• Bank Transfer (India): Razorpay fees apply
• PayPal: PayPal fees apply
• International Transfers: Currency conversion fees apply

Withdrawal fees are separate from transaction fees and are deducted at the time of withdrawal.

14. Currency Conversions

For multi-currency transactions:

• Exchange rates applied at time of transaction
• Small conversion fee may apply (typically 1-2%)
• Refunds processed in original currency when possible
• Exchange rate differences may result in slight variations

15. Contact for Refund Issues

For questions about refunds or to request assistance:

16. Policy Updates

This Refund Policy may be updated from time to time. Material changes will be communicated via:

• Email notification to registered users
• Platform announcement banner
• Updated "Last Updated" date

Continued use of the platform after policy updates constitutes acceptance of the new terms.