Last updated: January 17, 2025

Thiama provides services that primarily involve digital deliverables and freelance work, which are intangible and non-physical. As such, we focus on ensuring satisfaction through revisions, quality assurance, and dispute resolution. However, we recognize scenarios where a return or exchange of services may apply. This policy outlines the conditions under which services or deliverables can be returned, exchanged, or refunded.

 

1. General Guidelines
  • The return policy applies to services or deliverables procured through the Thiama platform.
  • Returns or exchanges are applicable only for deliverables that do not meet the agreed-upon project scope or quality standards.
  • Returns are subject to review and approval by Thiama to ensure fairness for freelancers and clients.
 
2. Eligibility for Returns

A return is eligible under the following conditions:

  • The deliverable is incomplete, defective, or fails to meet the agreed project requirements.
  • The freelancer is unable or unwilling to revise the work to align with the client’s expectations after two revision attempts.
  • The client provides valid proof (e.g., communication records, project agreements, submitted work) that the deliverable does not align with the agreed scope or quality standards.
 
3. Process for Returns
For Clients
  1. Initiate Return Request:
  • Log in to your Thiama account and navigate to the project dashboard.
  • Select “Request Return” and provide detailed reasons and supporting evidence for your request.
  1. Review Period:
  • Considering communication records and deliverables, Thiama will review the request within seven business days.
  1. Resolution:
  • If the return request is approved, you may:
    • Receive a replacement service or revision from another freelancer.
    • Proceed with a partial or full refund as applicable.
For Freelancers
  • Freelancers can respond to return requests and provide evidence that the work aligns with the agreed terms.
  • If the return request is upheld, the freelancer must:
    • Offer revisions or corrections to resolve the issue.
    • Accept the project’s cancellation if the client requests a refund or replacement.
 
4. Non-Returnable Services

The following services or situations are not eligible for returns:

  • Services that have been fully completed and approved by the client.
  • Delays or issues caused by client inaction or changes to the project scope.
  • Customized work where the client has explicitly approved interim milestones or drafts.
 
5. Conditions for Approval
  • All return requests are subject to the following conditions:
    • The client must raise the return request within 14 days of receiving the final deliverable.
    • Clear evidence must be provided to support claims of non-compliance or substandard quality.
 
6. Dispute Resolution

If either party contests a return request, Thiama’s dispute resolution process will:

  • Review all relevant documentation, communication logs, and deliverables.
  • Make a final and binding decision on whether the return is justified.
  • Facilitate resolutions such as refunds, replacements, or continued revisions.
 
7. Refunds or Replacements
  • Approved returns may result in the following:
    • A partial or full refund based on the project’s progress.
    • Assignment of a new freelancer to complete the work.
  • Thiama’s Refund Policy processes refunds.
 
8. Penalties for Abusive Returns

Thiama reserves the right to penalize users for:

  • Unsubstantiated return claims or misuse of the return process.
  • Repeated cancellations or disputes without valid reasons.
  • Fraudulent attempts to claim refunds or replacements.

 

9. Amendments

Thiama reserves the right to amend this return policy to ensure fairness and alignment with evolving business needs. Users will be notified of significant changes.

Contact our customer support team at [email protected] with inquiries or for support regarding returns.