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Refund and Returns Policy

Effective Date: 2025
This Refund and Returns Policy governs all refund and return requests on the Alter8ight platform (workflow.alter8ight.com) and is an integral part of our Terms and Conditions.

Alter8ight is a global platform connecting clients with professionals for digital services including but not limited to website development, software solutions, mobile apps, database management, game development, and graphic design.

1. General Policy

Because our services are digital and delivered through collaborative efforts, returns (in the traditional sense) are not applicable. However, Alter8ight does provide a structured refund process where appropriate.

Refunds are granted under specific conditions as outlined below. Once a project is marked as completed or approved by the client, it is considered final and non-refundable, unless proven to involve a breach of our platform’s Terms of Service or other extenuating circumstances.

2. Eligibility for Refund

Refunds may be issued in the following situations:

For Clients:

  • The freelancer fails to deliver the agreed-upon work.
  • The delivered work is incomplete, not as described, or violates project scope.
  • A project is cancelled before any meaningful work or milestone has started.
  • The freelancer is non-responsive or unavailable past the agreed delivery timeline.
  • In the case of fixed-price projects, the milestone has not been approved or released.

For Freelancers:

  • If the client receives work and refuses to pay without justification or outside the dispute process.
  • If the client cancels an order after significant work has been delivered but before payment is released, and the freelancer can prove progress through platform tools or message logs.

3. Non-Refundable Items

Refunds are not provided under the following conditions:

  • Completed and approved projects.
  • Digital deliverables or source files already shared.
  • Voluntary tipping or bonus payments.
  • Late dissatisfaction when no dispute or complaint was filed during the delivery window.
  • Services delivered outside Alter8ight’s platform (violating our Non-Circumvention policy).

4. Refund Process

All refund requests must be submitted through the Alter8ight Support Center or through the project dispute resolution system within:

  • 7 days of final delivery for fixed-price projects.
  • 3 days after milestone approval (if using milestones).
  • 14 days from initial payment if no delivery has occurred.

Once a request is submitted, Alter8ight will:

  1. Review communications, files, and progress logs.
  2. Contact both parties for statements or additional evidence.
  3. Make a fair and final determination within 5–10 business days.

5. Dispute Resolution

If the freelancer and client disagree, they may initiate a formal dispute within the project interface. Alter8ight will act as a neutral mediator and make the final decision based on the platform’s records.

Decisions are binding and both parties agree to comply once a decision is made.

6. Refund Method and Timeline

Approved refunds are issued:

  • Back to original payment method (e.g., card, bank transfer, PayPal), or
  • As Alter8ight Credits to be used on future projects (upon user request).

Refunds are typically processed within 7–10 business days, though processing times may vary depending on the payment provider.

7. Abuse and Fraud Protection

To protect our community:

  • Users who abuse refund policies may be suspended or permanently banned.
  • Alter8ight reserves the right to withhold or reverse a refund if fraud, manipulation, or misuse of the platform is detected.

8. Cancellations

Clients and freelancers may mutually cancel a project. In such cases:

  • Funds for unstarted or undelivered work will be refunded to the client.
  • Any partial work completed must be properly agreed upon for compensation.

9. Refunds for Subscription Services or Platform Fees

  • Platform service fees and subscriptions (if any) are non-refundable unless otherwise stated during purchase.
  • Exceptions may be made for billing errors or duplicate charges upon request.

10. Contact for Refunds

If you believe you are eligible for a refund or want to report an issue, contact:

📧 support@alter8ight.com]

11. Changes to Policy

Alter8ight reserves the right to modify this policy at any time. Changes will be published on this page with the “Effective Date” updated accordingly.