Refund & Cancellation Policy

1. What This Policy Covers

This Policy applies to payments made to Alfajira for applicable platform/service fees.

The Alfajira platform/service fee is separate from the payment agreed between a Client and an independent Service Provider for an underlying service.

Alfajira does not receive, hold, manage, or distribute the underlying payment between a Client and Service Provider.

Consequently, this Policy does not govern the private payment arrangements between Clients and Service Providers.

2. Platform/Service Fee

Where applicable, a Client may be required to pay an Alfajira platform/service fee to authorize access to the next stage of a matching process.

The applicable fee will be shown to the Client before payment is completed.

The platform/service fee is paid to Alfajira for operating and providing the relevant marketplace and matching functionality.

It is not a payment to the Service Provider and is not deducted from the Service Provider's earnings.

3. Temporary Payment Authorization Window

When a Service Provider accepts a gig, the Client may receive a limited period in which to complete the applicable Alfajira platform/service fee payment.

The standard authorization period may be five (5) minutes, unless the platform indicates otherwise.

During this period, the relevant gig may be temporarily removed from the general available-gig pool while the authorization process is pending.

4. Payment Within the Authorization Period

If the Client completes the applicable payment within the authorization period:

• The payment is recorded by Alfajira's payment system.
• The matching process can proceed.
• Information that is intended to become available after successful authorization may be unlocked.
• The parties may proceed with the underlying service independently.

Payment of the Alfajira platform/service fee does not guarantee the quality, completion, or outcome of the underlying service.

5. Expiration Without Payment

If the Client does not complete the applicable platform/service fee payment within the authorization period:

• The temporary authorization expires.
• The gig may return to the available-gig pool.
• Another Service Provider may subsequently accept the gig.
• The original Service Provider may also have an opportunity to accept the gig again, subject to the platform's matching rules.

An expired authorization does not by itself create a refund because no successful payment was completed during the authorization period.

6. Payment After Expiration

In some circumstances, a payment link associated with an expired authorization may remain technically usable for a limited period.

If payment is received after the applicable authorization period has expired, the payment may not automatically restore the original matching authorization.

The Client may receive a notification indicating that the payment was received after expiration.

Alfajira may flag the transaction for manual review and, where appropriate, initiate a refund.

Users should not assume that payment through an expired link automatically restores access to a previously reserved Service Provider.

7. Refunds

A refund may be considered in circumstances including:

• A payment was received after the applicable authorization period had expired and the platform service could no longer be provided as intended.
• A duplicate payment was made because of a technical or payment-processing issue.
• A payment was incorrectly processed.
• Alfajira determines that a refund is appropriate following review of a platform-related error.

Refund eligibility may depend on the circumstances of the transaction and information available to Alfajira.

8. Refunds for Underlying Services

Alfajira does not control payments made directly between Clients and Service Providers for underlying services.

Accordingly, requests concerning:

• The price of an underlying service.
• A Service Provider's work.
• Work that was incomplete.
• Poor-quality work.
• Materials purchased for a service.
• A Client's failure to pay a Service Provider.
• A Service Provider's failure to perform a service.

must generally be addressed between the Client and Service Provider.

Alfajira may assist with platform records or reports where reasonably appropriate, but the Alfajira platform/service fee is separate from the underlying service payment.

9. Gig Cancellation

A Client may cancel or stop pursuing a gig before or after a Service Provider has accepted it, subject to the platform's available functionality and applicable circumstances.

A Service Provider may also become unavailable or fail to proceed with a gig.

Where a Service Provider fails to proceed, Alfajira may return the gig to the available pool and may apply applicable platform reliability or safety measures.

A cancellation does not automatically entitle a Client to a refund of an Alfajira platform/service fee. Refund eligibility depends on the circumstances and the stage of the matching process.

10. Failed or Reassigned Matches

If an accepted Service Provider cannot complete a gig, Alfajira may allow the gig to return to the available pool.

Where applicable:

• The original Service Provider may be prevented from accepting the same gig again.
• Another Service Provider may accept the gig.
• The Client may be asked to confirm the replacement match where required.
• Previously completed platform authorization may be applied to the replacement matching process where supported by the platform.

A replacement Service Provider does not automatically create a second Alfajira platform/service fee for the same authorized transaction unless the platform explicitly states otherwise.

11. Duplicate or Incorrect Payments

If a Client believes that they have been charged more than once or that a payment was processed incorrectly, they should contact Alfajira support as soon as reasonably possible.

The user should provide relevant information such as:

• Phone number associated with the Alfajira account.
• Payment reference.
• Approximate payment time.
• Amount paid.
• Description of the issue.

Alfajira may review payment records and coordinate with its payment processor where necessary.

12. Payment Processor Processing

Payments to Alfajira may be processed by third-party payment providers.

The timing of a refund reaching a user's original payment method may depend on the payment provider, banking system, card network, mobile-money system, or other financial institution involved.

Alfajira cannot guarantee the exact time required for a third-party provider to complete a refund after Alfajira has initiated it.

13. How to Request a Refund or Report a Payment Issue

Users should contact Alfajira support with the relevant transaction information.

Alfajira may request additional information reasonably necessary to identify and investigate the transaction.

14. Fraudulent or Abusive Refund Requests

Alfajira may investigate refund requests where there are reasonable indications of:

• Fraud.
• Duplicate or manipulated claims.
• Deliberate exploitation of payment systems.
• False statements concerning a transaction.
• Attempts to obtain multiple refunds for the same payment.

Accounts involved in fraudulent or abusive activity may be subject to restrictions under the Terms of Service and Acceptable Use Policy.

15. Changes to This Policy

Alfajira may update this Refund & Cancellation Policy as its platform, payment processes, services, or legal requirements change.

The “Last Updated” date indicates when this Policy was most recently revised.

16. Contact

For refund, cancellation, or payment-related questions, contact: