Legal
Cancellation and refund policy
Your money is held by Memain until you approve the delivery, so a refund before that does not wait on the provider.
Before the provider accepts
You may cancel the order and everything you paid is returned in full. The same applies if the provider declines the order or the acceptance period lapses.
After acceptance and before delivery
Cancelling here is by agreement between both sides. If they do not agree, either may open a dispute for the Memain team to decide.
If the work is not delivered
If the work is not delivered by the agreed date and no new date is agreed, you may ask for a full refund.
After delivery
Review what was delivered within the approval period. If it does not match the service listing or what was agreed, open a dispute from the order page before approving the delivery.
Approving a delivery ends the review and releases the money to the provider.
Disputes and how they are settled
When a dispute is opened the provider’s payout is held, and both sides are asked for their evidence. The Memain team then decides: a full refund, a partial one, or completing the order — according to the evidence and the service listing.
How you receive the money
Money is returned by the same method you paid with. How long it takes to reach your account depends on the payment provider and the bank, and is usually a few working days after the refund is approved.
Where value added tax was charged on the order, the portion of it belonging to the refunded amount is returned with it.