العربية

Refund Policy

This policy explains when a buyer can ask for a refund on Huna, how the request is handled and where the money goes. It is part of our Terms of Service.

1. When This Policy Applies

  • It applies to any order placed and paid for through hunafreelance.com.
  • It applies to the order as a whole. An order is refunded in full or not at all, except for a partial refund agreed with the freelancer under section 6.
  • Payments made outside the Site are not covered by this policy, and arranging one is a breach of our Terms of Service.
  • Nothing here replaces a right the law gives you that cannot be given up.

2. Refund Eligibility

As a buyer, you may request a refund within 5 days after delivery if your order meets one of the following conditions:

  1. Excessive delays or undelivered orders — the freelancer fails to deliver the service within the agreed timeframe.
  2. Non-compliance with instructions or requirements — the freelancer does not follow the instructions given or does not meet the agreed scope of the project. To keep this fair, all communication between the buyer and the freelancer must stay on the platform; a freelancer who tries to communicate outside Huna should be reported.
  3. Inability to complete the service — the freelancer states that they cannot deliver the work required, reach the expected quality, or finish within the promised period.
  4. Misrepresentation or false advertising — the delivered service does not match the description, the examples or the quality promised on the freelancer's listing.
  5. Incomplete or unusable work — the delivery is missing key components, does not work, or falls significantly below the agreed standard.
  6. Plagiarised or copied content — the freelancer submits work that is not original, uses copyrighted material without authorisation, or is taken from another source without permission.
  7. Breach of platform policies — the freelancer breaches Huna's Terms of Service, for example by acting fraudulently, using third-party material without authorisation, or ignoring our rules of conduct.
  8. Breach of confidentiality or data privacy — the freelancer misuses sensitive information shared for the project, or discloses it without authorisation.
  9. Repeated non-responsiveness — the freelancer does not communicate or respond within a reasonable period, which makes completing the project impossible.
  10. Failure to revise or correct issues — the freelancer refuses to make a necessary revision that the service agreement included.

3. Refund Request Timeframe

  • After a delivery, you have 72 hours to accept it or request a revision on the order page. If you do neither, the order is approved automatically.
  • A refund request must be submitted within 5 days after the final delivery, whether or not the order has already been approved.
  • A request made after that period is not eligible, unless exceptional circumstances apply and our support team agrees to review it.
  • The freelancer's earnings stay in a clearance period of 10 days after the order is approved, which is what makes a refund within the 5-day window possible.
  • After the clearance period the earnings are available to the freelancer, and any correction is then made under section 7.

4. How to Request a Refund

  • Raise the problem with the freelancer on the order page first. Most cases are settled there, with a revision or a redelivery.
  • If that does not resolve it, open a dispute on the order, or write to support@hunafreelance.com from the email address on your account.
  • State clearly which of the reasons in section 2 applies and give the supporting detail: what was agreed, what was delivered and when.
  • Keep the evidence on the platform. On-Site messages, the submitted requirements and the delivered files are what our support team can read; a conversation held elsewhere is not.
  • We review the request, we may ask both sides for more information, and we tell you the outcome and the reason for it.

5. How Refunded Money Is Returned

  • Funds from a cancelled order are not automatically returned to your original payment method. They are credited to your Huna Balance and can be used for any future purchase on the platform.
  • To move money from your Huna Balance back to your bank or card, request it from the billing section of your account.
  • Whether such a request can be met depends on the method, the amount and the currency requested, and on the checks that protect against fraud — the number of refunds back to an original payment method is limited.
  • Our support team reviews the request and decides whether it is eligible, and processing a refund of this kind may carry an additional fee.
  • If the original payment was made in a currency other than US dollars, the amount credited back reflects the exchange rate on the day of the refund, so the local-currency amount may differ while the US dollar value does not.

6. Partial Refunds

  • A freelancer may offer a partial refund on a specific order, for example when part of the work was delivered and part was not.
  • A partial refund takes effect only if the buyer accepts it.
  • Once accepted, the agreed amount is returned to the buyer's original payment method automatically.
  • If that return cannot be processed for any reason, the agreed amount is credited to the buyer's Huna Balance instead.

7. Special Cases and Misuse

  • A refund request that falls outside the reasons in section 2 is reviewed case by case at Huna's discretion.
  • In an exceptional case, support may correct an order after the clearance period has ended; the amount is then deducted from the freelancer's balance or from their future earnings.
  • An order is not refunded on taste alone: if the delivery matches what the listing described, the disagreement is about quality, not about delivery.
  • Opening a chargeback with your bank before contacting our support team breaches our Terms of Service and may lead to your account being suspended.
  • Any attempt to misuse or abuse the refund system may result in the suspension of the account that made it.

8. Language

  • This policy is published in Arabic and in English. The two versions are equally binding, and we maintain them so that they say the same thing, section for section.
  • If you believe the two versions differ on a point, please tell us at support@hunafreelance.com so we can correct the text.

9. Contact