Refund & Cancellation Policy

1. KibaPay's role

KibaPay is a marketplace platform — it facilitates agreements between Vendors and Clients but is not a party to the service contract itself. KibaPay does not guarantee the outcome of any Project or act as an insurer for either party. Refunds for project work are determined by the SOW and by KibaPay's mediation process where applicable.

2. Vendor refund policies

Each Vendor sets their own refund and cancellation terms within their SOW, subject to this policy as a minimum standard. Clients should review a Vendor's terms before confirming a Project.

3. Deposits and milestone payments

Where a Vendor requires a deposit before beginning work, the deposit terms are set by the Vendor in the SOW. KibaPay recommends (but does not mandate) the following minimum standards:

• Deposits paid before any work has commenced should be refundable if the Client cancels within 48 hours of SOW acceptance and before the project kick-off;
• Milestone payments become non-refundable once the corresponding deliverable has been submitted for Client review;
• Final payments are non-refundable once the final deliverable has been accepted or deemed accepted under the SOW feedback window.

4. Cancellation by the Client

If a Client cancels a Project after work has begun, the Client is responsible for fees covering work completed to the date of written cancellation notice, as determined by the SOW or, in the absence of specific terms, by KibaPay's mediation process. Third-party costs already committed by the Vendor on the Client's behalf (e.g. advertising spend, domain registrations, licensed assets) remain the Client's responsibility.

5. Cancellation by the Vendor

If a Vendor cancels a Project without cause after the SOW is accepted, the Vendor must refund any Client payments received for work not yet delivered. Repeated Vendor-initiated cancellations may result in removal from the Platform.

6. Platform Fee

KibaPay's Platform Fee is non-refundable in all circumstances, as it covers the cost of facilitating the connection, managing the engagement workflow, and providing platform services — regardless of whether the Project is completed.

7. Disputes between Vendors and Clients

If a Client believes a deliverable does not meet the specifications in the SOW, they should first raise the issue directly with the Vendor within seven (7) days of delivery. If the parties cannot resolve the matter directly, either party may submit a dispute to KibaPay at support@kibapay.net. KibaPay will review the SOW, communications, and deliverables and offer a non-binding recommendation within ten (10) business days.

Disputes not resolved through KibaPay mediation are subject to binding AAA arbitration under Delaware law as set out in the Terms of Service.

8. Advertising spend and third-party costs

Where a Vendor manages paid advertising or other third-party services on a Client's behalf, spend committed to those platforms is the Client's sole financial responsibility. KibaPay cannot recover funds committed to external platforms and cannot issue refunds for such spend.

9. Retainer engagements

For ongoing monthly retainer arrangements, fees are billed in advance and are non-refundable for the billing period in which they are charged. Either party may cancel a retainer with 30 days' written notice (or as specified in the retainer agreement).

10. Contact

For billing or refund enquiries, contact support@kibapay.net with your project reference and a description of the issue.