Cancellation & Refund Policy

This policy describes how Qirtas handles cancellation and refund requests between customers and providers. Consent to this policy is mandatory before payment can be completed, and the version consented to is recorded at the moment of consent (audit trail).

The platform retains a 10% fee on every paid order. This fee is non-refundable in all cases (mutual cancellation, pre-work cancellation, dispute resolutions). On payment, the 90% net portion is escrowed in favour of the provider, and the 10% moves directly to the platform.

If you have paid but the provider has not yet started work (the order is in the "Awaiting start" state), you can cancel the order directly and receive the net amount (90% of what you paid) refunded to your platform wallet immediately. Cancellation at this stage does not require the provider's approval.

Once the provider has started work (the order is "In progress"), there is no automatic refund. You may submit a mutual cancellation request in which you propose the amount you want refunded (from 0 up to the full net escrow). The provider receives the request and has 48 hours to respond: • If they accept: the order is cancelled immediately, the amount you proposed is credited to your wallet, and the provider keeps the remainder as compensation for partial work completed. • If they decline: the order stays in progress. You may submit a new request with a different amount, or open a dispute. • If 48 hours pass without a response: the request is auto-declined, and the original order remains in progress.

Once the provider has delivered and the customer has approved delivery (or the order is auto-completed 48 hours after delivery without objection), refunds are not available. If you have concerns about delivery quality, you may request a revision during the review window or open a formal dispute before accepting delivery.