Refund Policy
TugaFreela's Refund Policy sets out the conditions applicable to refund requests relating to services engaged through the platform.
TugaFreela operates as a digital platform that facilitates the connection between clients and service providers. While the platform provides the infrastructure for engaging services and may facilitate payment processing, the services are performed directly by the providers.
Payments made through the platform correspond to the engagement of digital services and are processed on the basis of the conditions agreed between the parties at the time of engagement.
Refund requests are not automatic and are always assessed on a case-by-case basis. The assessment takes into account factors such as the status of the service, compliance with the agreed terms, and the communication between the client and the provider.
In cases where the service is not started, is not delivered within the agreed deadlines, or presents significant shortcomings in relation to what was engaged, TugaFreela may intervene in the analysis of the situation and support the resolution of the dispute. Where there is clear non-compliance on the part of the provider, a full or partial refund of the amount paid may be considered.
Where the service has been completed and accepted by the client, no refund will apply, except in duly substantiated exceptional circumstances.
Likewise, no refund will be granted in situations where the non-compliance results from a lack of cooperation by the client, the provision of incomplete information, or changes to the initial request after the service has begun.
Disputes must be reported through the platform's support channels within a reasonable period after the problem occurs, so as to allow for a proper assessment.
TugaFreela reserves the right to assess each situation individually and to make decisions based on the information available, and may act as a mediator between the parties with the aim of reaching a balanced solution.
For any matter relating to refunds, the user may get in touch via the email [email protected].