Effective Date: September 11, 2025
Last Updated: September 11, 2025
This Refund & Return Policy (“Policy”) explains the circumstances under which refunds may be issued on Houwlly.com (“the Platform”). This Policy applies to all users, including Service Providers and Service Seekers.
By using the Platform, you agree to abide by this Policy and all associated terms.
1. General Policy
Due to the nature of digital and service-based work, all sales are final once an order is marked as complete or explicitly approved by the Service Seeker. However, limited refund eligibility may apply where the Service was not delivered or was significantly deficient.
2. Eligibility for Refunds
Refunds may be granted under the following conditions:
Non-Delivery: The Service Provider fails to deliver any work by the stated or agreed-upon deadline.
Service Not as Described: The final delivery differs substantially from what was outlined in the service listing or initial agreement.
Platform Cancellation: The Platform cancels the order due to a verified violation of Platform rules, fraud, or unauthorized activity.
3. Non-Refundable Cases
Refunds are not available in the following circumstances:
The Service Seeker has already approved the order.
The order was automatically marked as complete and no dispute was raised within the allowed timeframe.
The Service Seeker changes their mind after work has started or has been delivered.
Dissatisfaction based on subjective opinion rather than objective failure to meet stated deliverables.
The issue is based on communication misunderstandings where no breach occurred.
4. Refund Request Process
To request a refund, the Service Seeker must:
Submit a request to support@houwlly.com within 3 calendar days of order delivery or auto-completion.
Include the Order ID, delivery details, and a clear explanation of the reason for the refund.
Provide supporting documentation or evidence (e.g., screenshots, communication logs, or incomplete files).
5. Review and Resolution
Houwlly.com will:
Acknowledge receipt of the refund request within a reasonable time.
Review all available information from both the Service Seeker and Service Provider.
Issue a decision within 5–7 business days of receiving a complete request.
The Platform’s determination is final and binding.
6. Chargebacks and Payment Reversals
Initiating a chargeback with a payment provider without going through the Platform’s dispute resolution process is considered a violation of Platform Terms. Users who initiate unauthorized chargebacks may:
Have their accounts suspended or terminated.
Forfeit any pending funds or orders.
Be subject to recovery action, if applicable.
7. Refund Method
If a refund is approved:
It will be issued to the original payment method used by the Service Seeker.
Refund processing timelines depend on the payment processor and financial institution, generally 5–10 business days.
8. Dispute Escalation and Mediation Fee
If the Service Seeker and Service Provider are unable to resolve a dispute directly, either party may request Platform mediation.
a. Request Process
Submit a formal request to support@houwlly.com
Include Order ID, relevant communication, and summary of the dispute
Must be submitted within 3 calendar days of delivery or issue
b. Mediation Fee
A non-refundable $15 USD mediation fee applies and is paid by the party initiating the dispute.
If the Platform rules in favor of the initiating party, the fee may be waived or refunded.
In complex cases, the Platform reserves the right to charge both parties or waive the fee altogether.
c. Final Outcome
Houwlly.com will review all relevant materials and issue a final decision, which may include:
Partial or full refund
Additional time for revision or redelivery
No refund, if the Service Provider met obligations
The outcome is final and cannot be appealed.
9. Abuse of Refund System
Any user who abuses the refund system—including repeated false claims, intentional manipulation of disputes, or disruptive behavior—may face the following actions:
Account suspension or permanent termination
Forfeiture of Platform privileges
Legal or financial action in severe cases
10. Contact
To file a refund request or dispute, contact:
support@houwlly.com