Refund Policy | ERP24*7

1. Overview

At ERP24*7, we strive to ensure fair and transparent transactions between clients and freelancers. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.

Our milestone-based payment system is designed to protect both parties by ensuring work is delivered before payment is released to freelancers.

2. Milestone Payment Protection

ERP24*7 uses a milestone-based escrow system to ensure payment security:

Funding: Clients fund milestones before work begins
Work Delivery: Freelancers complete work and submit for review
Approval: Clients review and approve completed work
Release: Payment is released to the freelancer upon approval

This system ensures that funds are held securely until work is satisfactorily completed, providing protection for both clients and freelancers.

3. Eligible Refund Scenarios

3.1 Unfunded Milestones

Milestone funds that have not yet been released to a freelancer are fully refundable if the contract is cancelled by mutual agreement or through our dispute resolution process.

3.2 Non-Delivery

If a freelancer fails to deliver agreed-upon work within the specified timeframe and does not respond to communications, clients may request a full refund of the unfulfilled milestone funds.

3.3 Significant Quality Issues

If delivered work substantially fails to meet the agreed specifications outlined in the contract, clients may request a partial or full refund through our dispute resolution process.

3.4 Duplicate Payments

In cases of technical errors resulting in duplicate payments, we will issue a full refund for the duplicate amount.

3.5 Fraud or Misrepresentation

If a freelancer has misrepresented their qualifications or capabilities, resulting in inability to perform the contracted work, clients may be eligible for a refund.

4. Non-Refundable Scenarios

Refunds are generally not available in the following situations:

Work has been approved and payment released to the freelancer
Client fails to provide necessary materials or feedback required for project completion
Changes to project scope after work has begun (unless agreed in writing)
Subjective dissatisfaction with work that meets objective specifications
Failure to respond to deliverables within the review period
Platform service fees once services have been rendered

5. Dispute Resolution Process

If you believe you are entitled to a refund, please follow these steps:

Direct Communication: First, attempt to resolve the issue directly with the other party through our messaging system.
Report Issue: If direct resolution fails, use the "Report Issue" button on your contract page to file a formal dispute.
Provide Evidence: Submit relevant documentation, including communications, deliverables, and contract specifications.
Review Process: Our team will review the dispute and may request additional information from both parties.
Resolution: We will issue a decision within 7-14 business days, which may include full refund, partial refund, or release of funds to the freelancer.

6. Refund Processing

6.1 Timeframe

Once a refund is approved, it will be processed within 5-10 business days. The actual time for funds to appear in your account depends on your payment method and financial institution.

6.2 Refund Method

Refunds are issued to the original payment method used for the transaction. If the original payment method is no longer available, alternative arrangements may be made.

6.3 Currency

Refunds are issued in the same currency as the original transaction. Currency exchange rate differences are the responsibility of the user.

7. Contract Cancellation

7.1 Mutual Cancellation

Contracts may be cancelled by mutual agreement at any time. In such cases, unfunded milestones are fully refunded to the client, and any work completed is handled per the parties' agreement.

7.2 Unilateral Cancellation

If one party wishes to cancel without the other's agreement, a dispute must be filed. Our team will determine the appropriate resolution based on work completed and contract terms.

8. Freelancer Protections

We also protect freelancers from unfair refund requests:

Freelancers retain payment for approved milestones
Clients cannot request refunds after approving work
Partial payment may be awarded for partially completed work in disputes
False or frivolous dispute claims may result in account penalties for clients

9. Service Fees

Platform service fees are generally non-refundable once the associated service has been provided. However, in cases of platform error or inability to provide services, fee refunds may be considered.

10. Appeals

If you disagree with a refund decision, you may submit an appeal within 14 days of the decision. Appeals should include new evidence or information not previously considered. Final decisions on appeals are binding.

11. Contact Us

For questions about refunds or to initiate a refund request, please contact us or use the dispute resolution feature in your contract page.