Refund Policy

This Refund Policy is part of our Terms of Service. It covers two kinds of payment on Tewam Hire: job payments that employers make to hire a freelancer (including gig orders), and credits that freelancers buy to unlock jobs and bid.

In short

• Job payments are held by Tewam Hire until the employer approves the work.
• If something goes wrong before you approve, raise a dispute. Our team can refund all or part of the payment.
• Once you approve the work, the payment is released to the freelancer and cannot be refunded through Tewam Hire.
• Credits spent on unlocking jobs, bidding or boosting bids are not refundable.
• Refunds go back to the card or PayPal account you paid with.

1. Job payments and gig orders

How your payment is protected

When you hire a freelancer, from a bid or from a gig, you pay the agreed amount to Tewam Hire. We hold it while the work is in progress. The freelancer is paid only when you approve the delivered work, so you can check it first and ask for revisions if it does not match what was agreed.

When you can get a refund

Before you approve the work, you can raise a dispute from the job page if:

• the work was not delivered;
• the work does not match what was agreed;
• the freelancer stopped responding; or
• there was a payment problem.

Both you and the freelancer can add statements and evidence. A Tewam Hire administrator then reviews everything and decides to:

• refund the full held amount to you and cancel the job;
• split the amount, paying the freelancer for the part of the work that was done and refunding the rest to you; or
• release the full amount to the freelancer if the work was delivered as agreed.

If you and the freelancer both agree to cancel a job before it is approved, contact us and we will refund the held amount.

When a refund is not possible

• After you approve the work. Approval releases the payment to the freelancer and is final.
• For payments made outside Tewam Hire. We cannot protect or refund money you sent to a freelancer directly.
• For a change of mind about work that was delivered as agreed.

Platform fee

The platform fee is deducted from the freelancer's side when a payment is released. If a payment is refunded to you, no fee is taken from the refunded part.

2. Credits

• Spent credits are non-refundable. Credits used to unlock a job, place a bid or boost a bid are not refunded, whether or not you are hired, and whether or not the employer later closes the job.
• Unspent credits do not expire while your account is open. If you bought credits by mistake, contact us within 14 days of the purchase. If none of the credits from that purchase have been used, we may refund it.
• Charging errors: if you were charged twice, charged the wrong amount, or paid but did not receive your credits, contact us and we will fix it or refund the payment.
• Credits have no cash value and cannot be exchanged for money or moved to another account. Credits we gave you for free (such as promotional credits) are never refundable.

3. How refunds are paid

Refunds are sent back to the original payment method: your card (processed by Stripe) or your PayPal account. We do not refund to a different card, account or person. Once we process a refund, it usually appears within 5 to 10 business days, depending on your bank or PayPal. You can see refunded amounts on your payment records in the app.

4. Chargebacks

Please contact us or raise a dispute before asking your bank or PayPal to reverse a payment. Most problems are solved faster that way. If a chargeback is filed on a payment that we have already released or refunded, we may suspend the account while we look into it and recover the amount from the account involved.

5. Freelancer earnings

Money released to a freelancer's earnings is theirs to withdraw. If a payment is later reversed because of fraud, a chargeback or a mistake, we may deduct that amount from the freelancer's earnings balance.

6. How to ask for a refund

• For a job or gig order: open the job in the app and raise a dispute before approving the work.
• For credits or a charging error: email info@tewamhire.com with your account email, the date and amount of the payment, and what went wrong.

We aim to reply within 2 business days. This policy does not affect any rights you have under consumer protection law.