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WORKZA

Legal

Refund and Dispute Policy

Last updated

1. Held payments

When a Customer pays for a job through WORKZA, the amount is held and is not available to the Worker until the job is confirmed complete. The Worker is shown the held status so both parties know payment is secured.

2. Release of payment

Payment is released to the Worker's wallet when:

  • the Customer confirms completion in the app; or
  • [3] days pass after the Worker marks the job complete without the Customer confirming or raising a dispute (automatic release); or
  • WORKZA resolves a dispute in the Worker's favour.

3. Cancellations

  • A Customer may cancel a job before a Worker is selected at no cost; any held payment is returned to the Customer's wallet in full.
  • After a Worker is selected but before the job starts, either party may cancel. If the Customer cancels within [12] hours of the scheduled start, a cancellation fee of [10]% of the agreed price may be released to the Worker.
  • After a job has started, cancellation is handled as a dispute.

4. Raising a dispute

Either party may raise a dispute from the job page while payment is held or within [48] hours of release. Raising a dispute freezes the held payment. Both parties should add evidence (photos, messages). WORKZA acknowledges disputes within 1 business day and aims to resolve them within 5 business days; unresolved disputes are escalated internally after 48 hours.

5. Outcomes

WORKZA may release the full amount to the Worker, refund the full amount to the Customer, or split it between them. Service fees are adjusted accordingly and any aggregator commission on a refunded job is reversed. Refunds are made to the Customer's WORKZA wallet, from which they may be withdrawn to a bank account; where the law requires, we refund to the original payment method through our payment partner.

6. Marketplace orders

Buyers confirm receipt in the app. Sellers are paid their net amount when the buyer confirms or [7] days after delivery is marked. Items not received or materially not as described may be disputed within [48] hours of delivery.

7. Offline payments

Where parties agree to pay outside the Platform, WORKZA cannot hold or refund the payment. WORKZA's service fee remains payable by the Worker.

8. Contact

Disputes: raise them in the app. Questions: [support email].