Use this guide to understand the steps, safeguards, and responsibilities that apply to this service.
General rule
- Refund treatment depends on product type, fulfilment status, escrow status, vendor work already performed, and whether a digital item has been accessed.
- Approved refunds should reverse or adjust the customer wallet/order record, vendor pending balance, escrow hold, platform commission, and bank/PSP reference where applicable.
Digital products
- Building plans and estimates are intended to become available for unlimited dashboard download after purchase.
- Because access is immediate, refund requests after access should require admin review and a clear failure reason such as duplicate payment, wrong entitlement, or product access failure.
Physical products and storage
- Materials and Home Essentials can be refunded, replaced, or escalated depending on whether the item is unfulfilled, in storage, assigned for pickup, assigned for delivery, delivered, or confirmed.
- Storage fees already consumed may be treated separately from the original material purchase value.
Escrow-backed services
- Where funds are still in escrow, admin can refund, continue holding, or release based on the evidence and service-specific rules.
- Where a vendor has completed valid work and the customer has confirmed, refund requests should follow the dispute process rather than automatic reversal.
Project collaboration and sponsorship
- Project contributions should follow the project wallet refund rule selected for the project, including any pro-rata sponsor treatment and restrictions on locked home finance funds.
- Funds restricted to construction, home finance, or project use should not become freely withdrawable through a refund shortcut.
Need help? Submit a support request with the relevant order, document, wallet reference, or service record so the team can review your case.