Payments, Refunds, and Dispute Resolution Policy

Payments, Refunds, and Dispute Resolution Policy

Last Updated: March 10, 2025

I. Payment Policy

A. Payment Processing

All payments on CIKWA must be made exclusively through the CIKWA wallet system, facilitated by third-party service providers to ensure secure and traceable transactions.

  • Clients may deposit funds into their CIKWA wallet using available payment methods provided by third-party payment processors, subject to their terms and conditions.
  • Clients are responsible for ensuring their payment details are accurate and that sufficient funds are available in their wallet before engaging freelancers.
  • By using CIKWA’s payment system, users also agree to the terms and conditions of third-party service providers for both payments and escrow services.

B. Payment System

CIKWA operates a structured payment system to ensure transparency and security:

  • 1. Employers must deposit the agreed project or service payment into the CIKWA wallet system before work begins.
  • 2. Funds are securely held by a third-party escrow service provider until the freelancer completes the work and the employer approves it, or until a predetermined timeframe of 7 days from the date of submission passes without a dispute.
  • 3. Upon approval or expiration of the dispute period, payments are released to the freelancer’s CIKWA wallet, subject to any applicable third-party service fees.

C. Payment Completion Timeline

The timeline for payment completion is as follows:

  • 1. Payments to freelancers will be released to their CIKWA wallet upon employer approval or after 7 days from submission if no dispute is raised.
  • 2. Freelancers may withdraw funds from their CIKWA wallet to their designated bank accounts, subject to processing times specified by third-party payment providers and CIKWA’s withdrawal policies.

II. Refund Policy

A. Eligibility for Refunds

Refunds may be requested through CIKWA under the following conditions, subject to dispute resolution:

  • 1. Project Cancellation: If an employer cancels a project or service before the freelancer begins work, as agreed by both parties or determined by CIKWA.
  • 2. Non-Delivery: If the freelancer fails to submit work within the agreed deadline.
  • 3. Unmet Terms: If the submitted work does not meet the agreed terms, as determined through CIKWA’s dispute resolution process.

B. Refund Processing

The refund process is outlined below:

  • 1. Refund requests must be reviewed and mediated by CIKWA, with the platform’s decision being final.
  • 2. Approved refunds will be processed via the original transaction method through the third-party payment processor after any fee service fee deductions by the payment provider.

C. Non-Refundable Situations

Certain situations do not qualify for refunds:

  • 1. Approved Work: Once an employer approves the completed work, payments are final and non-refundable.
  • 2. No Dispute Raised: If an employer fails to raise a dispute within the predetermined timeframe after work submission, the payment is released and non-refundable.

III. Dispute Resolution Policy

A. Dispute Submission

Employers may initiate a dispute if they believe the work does not meet agreed terms, following the process outlined below.

B. Dispute Resolution Process

CIKWA’s dispute resolution process involves the following steps:

  • 1. Initial Discussion: The employer and freelancer should first attempt to resolve the issue through CIKWA’s messaging platform.
  • 2. Reviewing Agreement: Both parties should review the original project or service terms, including timelines and deliverables.
  • 3. Private Resolution: If unresolved, further direct negotiation should be attempted.
  • 4. Involving CIKWA Support: If no resolution is reached, either party may escalate the dispute to CIKWA’s support team within 15 days from the issue’s occurrence.
  • 5. CIKWA’s Mediation Process:
    • CIKWA will review all evidence (messages, work, agreements).
    • A final decision will be made within 30 days from notification, unless arbitration is required, extending to 45 days for initiation and 90 days for completion.
    • Options may include releasing payment to the freelancer, issuing a refund to the employer, or a partial resolution if both have valid claims.

C. Final Decision Binding

CIKWA’s decision is final and binding on both parties, as per the Terms and Conditions, ensuring a fair and conclusive resolution.

IV. Security & Fraud Protection

A. Secure Transactions

CIKWA implements industry-standard security measures to protect transactions, facilitated by third-party payment providers’ security protocols. However, no system is 100% secure.

  • Users must keep their payment and account details confidential to maintain security.
  • Suspicious or unauthorized activity must be reported to CIKWA immediately to enable prompt action.

B. Fraudulent Activity & Payment Holds

CIKWA takes the following measures to address potential fraud:

  • 1. If CIKWA suspects fraudulent activity, payments may be temporarily held in the wallet system until verification is complete.
  • 2. Users engaging in fraudulent transactions, disputes outside the platform, or violations of payment policies may face account suspension or termination, at CIKWA’s sole discretion.

V. Contact for Payment & Refund Issues

For any payment, refund, or dispute-related queries, contact CIKWA Support: