Refund Policy

1.1 How Our System Works

• Clients pay a retainer to Stackkd to activate service agreements
• Clients make direct payments to providers for completed work
• Retainers are returned to clients when projects complete successfully without disputes
• If clients fail to pay providers after work delivery, retainers may be released to providers as compensation

1.2 Platform Fee Policy

Platform fees (5% or 10%) are generally non-refundable except in cases of proven platform error or fraud.

1.3 Processing Fee Policy

Third-party processing fees (Stripe, Coinbase) are non-refundable as they are charged by external providers.

2.1 Successful Project Completion

• Provider delivers work as agreed
• Client pays provider directly
• No disputes or violations occur
• Retainer returned to client in full

2.2 Provider Non-Delivery

• Service provider fails to deliver work
• Complete abandonment of project
• Failure to communicate for 7+ days
• Provider account suspended for violations
• Retainer returned to client in full

2.3 Provider Misrepresentation

• Services significantly different from description
• Provider lacks advertised qualifications or expertise
• Fraudulent or deceptive practices
• Bait-and-switch tactics
• Retainer returned to client in full

2.4 Platform Error

• Technical errors causing incorrect charges
• Duplicate transactions
• System malfunctions affecting service
• Billing errors by Stackkd
• Retainer returned to client in full

3.1 Client Payment Failure

When a provider delivers work as agreed but the client fails to pay:

• Amount depends on work completed and agreement terms
• Client forfeits retainer due to breach of payment obligation
• Retainer released to provider (partial or full compensation)

3.2 Client Violations

• Violation of Terms of Service
• Abusive behavior toward provider
• Fraudulent dispute claims
• Refusal to pay after satisfactory delivery
• Retainer may be released to provider

4.1 Buyer Remorse

• Change of mind after work begins
• Personal or business circumstances changes
• Preference for different provider
• Retainer held until project resolution

4.2 Completed Work Disputes

• Work delivered as specified but client dissatisfied
• Minor revisions or adjustments needed
• Subjective quality disagreements
• Dispute resolution determines retainer allocation

5.1 Dispute Filing

• Open dispute through platform
• Provide detailed explanation and evidence
• Allow 48 hours for other party response
• Participate in mediation process

5.2 Investigation Timeline

• Initial review: 1-2 business days
• Evidence gathering: 3-5 business days
• Decision and communication: 1-2 business days
• Retainer release: 3-7 business days

5.3 Required Documentation

• Screenshots of communications
• Original service requirements
• Evidence of delivery or non-delivery
• Payment receipts (for client direct payments)
• Timeline of events

6.1 Partial Work Completion

When work is partially completed:

• Portion of retainer released to provider for completed work
• Remaining retainer returned to client for undelivered portions
• Negotiated settlement amounts based on evidence

6.2 Compromise Settlements

For complex disputes:

• Mediated agreements between parties
• Split retainer based on fault determination
• Consideration of both parties' losses
• Final resolution binding on both parties

7.1 Chargeback Prevention

• Use platform dispute system first
• Contact support before filing chargeback
• Provide opportunity for resolution
• Document all communications

7.2 Chargeback Consequences

Filing chargebacks without using our dispute process may result in:

• Account suspension or termination
• Forfeiture of retainer protections
• Additional fees and penalties
• Legal action for fraud

7.3 Retainer vs. Chargeback

• Chargebacks only affect retainer payments to Stackkd
• Direct payments between clients and providers are separate
• Retainer disputes handled through our internal process