Last updated: January 17, 2025

At Thiama, we prioritize fairness and transparency in managing refunds to protect freelancers and clients. This refund policy outlines the circumstances under which refunds may be issued, the process for requesting refunds, and the conditions that apply to ensure equitable resolutions.

 
1. General Guidelines
  • Refund requests must be initiated within 14 days of project cancellation or dispute resolution.
  • Refunds are processed based on the progress and scope of the project and the reason for cancellation.
  • Thiama is a neutral dispute mediator who ensures fair outcomes for both parties.
 
2. Eligibility for Refunds
Full Refund
  • Applicable if:
    • The freelancer has not started the project or delivered any work.
    • The freelancer fails to initiate the project within the agreed timeframe.
    • The project was canceled before any significant work was done.
 
Partial Refund
  • Applicable if:
    • The project is partially completed, and the work delivered does not meet the agreed-upon standards or scope.
    • Refund amounts are calculated based on the proportion of work completed and milestones achieved.
    • Evidence (e.g., submitted work communication logs) supports the client’s claim for incomplete or substandard work.
 
No Refund
  • Applicable if:
    • The project is completed and approved by the client.
    • The client fails to raise concerns within 14 days of receiving the final deliverable.
    • The freelancer has met the agreed scope and quality standards.
 
3. Refund Process
For Clients
  1. Initiate Refund Request:
  • Log in to your Thiama account and go to the project dashboard.
  • Click “Request Refund” and provide detailed reasons and evidence (if applicable).
  1. Review Period:
  • Thiama will review the refund request within seven business days.
  1. Resolution:
  • If the refund is approved, funds will be returned to the client’s original payment method or Thiama wallet.
For Freelancers
  • In cases where clients request a refund, freelancers will have the opportunity to:
    • Respond to the claim with supporting evidence.
    • Provide revised work or negotiate directly with the client.
 
4. Dispute Resolution
  • If either party disputes the refund request, Thiama’s mediation team will:
    • Review all relevant documentation, communication, and submitted work.
    • Make a binding decision based on the terms of the project and the evidence provided.
  • Disputes must be raised within 7 days of the refund request.
 
5. Escrow Handling
  • Funds held in Thiama’s escrow system are distributed as follows during cancellations:
    • Unreleased Funds: Refunded to the client if no work has started.
    • Released Funds: Retained by the freelancer if milestones are approved unless the client provides substantial evidence of non-compliance.
 
6. Refund Conditions
  • Refunds may be subject to transaction fees or Thiama platform charges, which are non-refundable unless the platform is at fault.
  • Refunds will not cover:
    • External costs incurred outside the platform.
    • Delays or issues caused by client inaction or changes to the project scope.
 
7. Fraud and Abuse

Thiama reserves the right to deny refunds in cases of:

  • Fraudulent claims or abuse of the refund policy.
  • Misrepresentation of work or project scope by either party.
  • Repeated cancellations or disputes without valid reasons.
 
8. Timeline for Refunds
  • Refunds are processed within 7-10 business days after approval, depending on the payment method and banking procedures.
 
9. Amendments

Thiama may update this refund policy periodically. Users will be notified of significant changes.

For assistance with refunds, contact our support team at [email protected].