Refund Policy
This Refund Policy explains how refunds, cancellations, and dispute resolutions work on Service Connect Malawi. Our goal is to ensure fairness, transparency, and trust for both Buyers (Employers/Clients) and Sellers (Freelancers) on Malawi’s leading freelance marketplace.
By using our platform, you agree to this Refund Policy, along with our Terms of Service and Privacy Policy.
1. How Payments Work (Escrow System)
Service Connect Malawi holds all payments in a secure escrow account until the project is successfully completed. Funds are released to the Seller only when:
- The Seller delivers the work, and
- The Buyer approves the delivery.
This protects both parties.
2. When Buyers Are Eligible for a Refund
Buyers may qualify for a refund in the following situations:
2.1 Work Not Delivered
- The Seller fails to deliver by the agreed deadline
- The Seller does not respond for more than 3 days after the deadline
- The Seller has not requested or justified a deadline extension
2.2 Work Not as Described or Poor Quality
- The delivered work significantly differs from the agreed job description or requirements
- Major deliverables are missing
- The work is of unacceptable quality (after reasonable revision opportunities)
2.3 Seller Cancels the Order
If the Seller cancels the order, the Buyer receives a full refund.
2.4 Mutual Agreement
- If both Buyer and Seller agree to cancel the order, a full refund is issued..
3. When Refunds Are Not Issued
Refunds will generally not be granted in these cases:
- The Buyer has already approved the delivered work
- The Buyer experiences a simple “change of mind” after work has started
- The delivered work has been used, published, or benefited from
- The Buyer requests refunds to get free work or abuses the dispute system
- The Buyer fails to provide clear requirements or rejects reasonable revisions
4. Cancellation Policy
- Before work begins: Full refund possible
- After work has started: Partial or full refund depends on the stage and reason
- After approval: No refund except in proven cases of fraud or policy violation
Sellers are encouraged to communicate early if they cannot complete a project.
5. Partial Refunds
Partial refunds may be issued when:
- Only part of the project was completed
- Some deliverables meet the requirements while others do not
- The Buyer and Seller mutually agree on a partial amount
The Support Team will determine a fair percentage based on evidence.
6. How to Request a Refund or Cancellation
- Log in to your account
- Go to the relevant Order / Project page
- Click “Request Cancellation” or “Report a Problem”
- Select the reason and provide detailed explanation
- Attach evidence (screenshots, messages, files, etc.)
The Service Connect Malawi Support Team will review your request within 48–72 hours (business days).
7. Refund Processing Time
Once a refund is approved:
| Refund Method | Processing Time |
|---|---|
| Service Connect Wallet | Instant |
| Airtel Money / TNM Mpamba | 1–3 business days |
| Bank Account | 3–7 business days |
Refunds are always returned to the original payment method or your platform wallet (if preferred).
We cannot send refunds to third-party accounts for security reasons.
8. Dispute Resolution
If the Buyer and Seller cannot reach an agreement, Service Connect Malawi will:
- Review chat history and communications
- Examine delivered files and milestones
- Consider project timeline and expectations
- Make a final and binding decision based on fairness and platform rules
Our decision is final. Both parties agree to accept it as a condition of using the platform.
9. Fraud & Abuse Prevention
We take strong action against abuse, including:
- Repeated unjustified refund requests
- Attempts to receive work off-platform
- Misuse of delivered work after receiving a refund
- Collusion between users
Users found engaging in fraud or abuse may have their accounts suspended or permanently banned, and funds may be withheld.
10. Contact Us
For any refund-related questions, disputes, or assistance, please contact our Support Team:
- Email: support@serviceconnectmw.com
We are committed to resolving all issues fairly and promptly.
Service Connect Malawi – Fair, Safe & Transparent Freelance Marketplace in Malawi
