Refund & Cancellation Policy

1. What this policy covers

This policy applies to every payment made to mehenot through our online payment partners — SSLCommerz (bKash, Nagad, Rocket, Visa, Mastercard, and other supported methods) and bKash — for:

• Contract (escrow) deposits — money a client deposits to fund a contract or service order
• Credit purchases — mehenot credits bought to clear dues or unlock features

All amounts are in Bangladeshi Taka (BDT). Because the merchant account is registered under the name SaasVentur, the charge on your card, bank, or mobile-wallet statement may appear as SaasVentur rather than mehenot. It is the same business, and a refund claim under either name reaches us.

Payments that a client and a freelancer make directly to each other outside the platform (personal bKash, Nagad, or bank transfer) are not processed by mehenot and are not covered by this policy — see Terms of Service §5.

2. Delivery time

mehenot sells no physical goods — nothing is shipped, inside or outside Dhaka. Everything you pay for is delivered digitally:

• Credit purchases — credited to your account instantly once the gateway confirms the payment (normally within a minute). The balance is visible on your wallet page, and you receive an in-app notification and a transaction reference for every payment.
• Contract and service-order deposits — held by mehenot as escrow the moment the payment is confirmed. An order is only placed once it is paid: an unpaid order is removed after 7 days, and the freelancer is not told about it until then. A single payment is limited to the amount our payment gateway allows (currently ৳5,000), so a larger milestone is paid in parts; the freelancer is notified and work begins once the whole milestone is held. The freelancer's deliverable (the actual work) is due on the deadline set in the contract or service order and is submitted through the contract page, where the client reviews and approves it. Money is released to the freelancer after that approval, or automatically 3 days after delivery if the client neither approves, asks for changes, nor opens a dispute.

Full details, including what happens when something is late, are in our Delivery Policy. If a payment is confirmed by the gateway but nothing appears in your account within one hour, see section 8 — we either complete the delivery or refund the charge.

3. Eligibility for a refund

You are eligible for a refund when:

• A payment was charged twice or taken by mistake, it has not been spent, and you contact us within 7 days of the transaction.
• A contract or service-order deposit is still held in escrow and the contract is declined, cancelled before work starts, cancelled by mutual agreement, or a dispute is resolved in your favour (section 6).
• You were charged but the escrow deposit or credits never arrived (section 8).

A refund is not available when:

• The request is made after the windows above have passed.
• Work was approved, or the deposit was released to the freelancer, before the request. Approval is final — raise concerns before approving.
• The payment was for mehenot credits that were delivered (section 7).
• The account is suspended for fraud, chargeback abuse, or a violation of our Terms.
• The payment was made directly to another user and not through mehenot.

4. Refund process

To request a refund, email support@mehenot.com or use the contact form with:

• The email address on your mehenot account
• Transaction ID (from the gateway receipt or your wallet history)
• Amount, date, and payment method used
• The contract or order it relates to, if any, and the reason for the request

Then:

• We acknowledge your request within one business day.
• We review it and tell you whether it is approved or rejected within 3 working days, with the reason.
• If approved, the refund is sent to the original payment method — the same card, bank account, or mobile-wallet number that paid — within 7 to 10 working days. Refunds are never paid to a different account, number, or person.
• Card refunds may take additional time to appear on your statement depending on your issuing bank.

5. Your wallet

A wallet holds money you have earned: work released from a contract, or an affiliate share. You cannot add money to a wallet. Credits and contracts are paid for directly instead.

• Withdraw from the wallet page. The minimum is ৳500. Withdrawals are sent to your bKash, Nagad, Rocket or bank account, and any transfer fee is deducted from the amount sent — the wallet shows exactly what you will receive before you confirm.
• Every payout is checked and sent by a person, so money reaches you within 7 working days of the request. Friday and Saturday are not counted. The date it is due appears on your wallet.
• A payment charged twice or taken by mistake is refunded in full to the original payment method if you contact us within 7 days and it has not been spent.
• Money already funding a contract follows section 6.

6. Contract and service-order deposits (escrow)

A deposit is held by mehenot and released to the freelancer only after the client approves the work. Until then it remains refundable as follows:

• Full refund, every taka — the freelancer declines or cancels before starting, the work is never delivered, or a dispute is resolved in the client’s favour. The client did not cause these, so the payment processing charge is not taken from them: when the freelancer cancels, the freelancer owes it (2.5% of the payment) as an amount on their account.
• Partial refund — a dispute is resolved with a split agreed by both parties or decided by mehenot's dispute team. The refunded part comes back less the payment processing charge on it (2.5%, which our payment gateway keeps either way); the balance is released to the freelancer.
• No refund — funds already released after the client approved a milestone or deliverable. Approval is final; raise concerns before approving.

Automatic release. Once work is delivered, the client has 3 days to approve it, ask for changes, or open a dispute. We send a reminder the day before. If the client does none of these, the payment is released to the freelancer automatically, as if approved. Opening a dispute stops this.

To cancel a contract, use the cancel option on the contract page. If work has already started, open a dispute instead and both sides will be heard before any money moves.

After a decision. The decision is emailed to both sides and the money moves 3 days later. Within those 3 days either side may ask once for a second look; a different member of our team decides it, and that decision is final and takes effect at once. A job the client has already approved cannot be disputed.

7. Credits

• Credits are a prepaid licence to use mehenot's own features — mehenot AI, extra service slots, and service fees owed to mehenot. They are not money held on your behalf, and not a wallet.
• mehenot credits are non-refundable, cannot be cashed out, cannot be transferred to another account, and cannot be used to pay a freelancer.
• The only exception is a failed or duplicate charge (section 8): if you were charged but the credits never arrived, we either add the credits or refund the charge — your choice.

8. Failed, duplicate, or incorrect charges

If money left your account but your wallet, contract, or credit balance did not update — or you were charged more than once for a single action — contact us within 7 days with the transaction ID, amount, date, and payment method. We verify the transaction with our payment partner within 3 working days and refund any confirmed excess within 7 to 10 working days.

9. Late or missing refunds

If we have confirmed your refund and it has not reached you within the timeline in section 4:

• Check your bank account, card statement, or mobile-wallet (bKash, Nagad, Rocket) transaction history again — refunds do not always show as a separate notification.
• Contact your card-issuing bank or mobile financial service. A refund is posted by the payment partner on our side first and can take several more working days to be reflected by the bank or MFS.
• If you have done all of this and still have not received your refund, email support@mehenot.com with the transaction ID and we will trace it with the payment partner.

10. Cancellations

• Before paying — closing the payment page or cancelling at the gateway charges nothing. A pending payment session simply expires.
• After paying, before work starts — cancel from the contract page. The deposit is returned less the payment processing charge described in section 11, because the client chose to cancel.
• After work starts — cancellation requires the other party's agreement or a dispute decision (section 6).

11. Payment processing charge

When you pay, our payment partner takes a processing charge. That charge is not returned to us when a payment is reversed, so it cannot be returned to you either.

• You cancel or change your mind — the refund is the amount you paid less the processing charge, currently 2.5% and never more than ৳500 on a single payment.
• We or the freelancer caused it — you get every taka back. The freelancer declining, work never arriving, a dispute decided in your favour, a duplicate charge, or our own mistake all fall here. The charge never reaches you: where a dispute finds the other side at fault we recover it from them (section 12), and where the fault is ours, mehenot absorbs it.

The exact amount deducted is shown on the refund record, never applied silently.

12. Dispute charge

Raising a dispute is free. Nobody is charged for asking us to look at a job, and nothing is taken while a dispute is open.

When we decide a dispute, the side we find at fault pays a dispute charge of 3.5% of the job value: 1% for the platform’s work in reviewing it, and 2.5% for the payment processing charge our gateway keeps whether the job succeeds or collapses (section 11). It is recorded as an amount owed on their account, payable later, and must be cleared before they take on or post new work. Where money is being released to them at the same time, it is taken from that instead.

The other side is made whole either way. That is the whole point of the charge, and it works out as:

• The freelancer was at fault — the client gets back every taka they paid, processing charge included. The freelancer owes the 3.5%.
• The client was at fault — the freelancer is paid for the work in full, less only the usual 10% service fee. The client owes the 3.5%.
• Nobody was clearly at fault — a split both sides agree to, a dispute withdrawn before we decide, or a problem mehenot itself caused. Nobody owes the 3.5%. In a split, the refunded part comes back less the 2.5% processing charge on it; when mehenot caused the problem, mehenot carries the processing charge.

A refund is never reduced by this charge. A client who is owed money back receives all of it; the charge is applied to the other side, not deducted from what is owed.

The amount and the reason are written into the dispute decision. Like every other deduction on this page, it is never applied silently, and both sides are told before any money moves.

13. Changes to this policy

We may modify this Refund & Cancellation Policy at any time. Changes and clarifications take effect immediately upon posting on this page, and the date at the top always reflects the current version. A payment is governed by the version in force when it was made.

14. Contact

• Business: mehenot (sole proprietorship, registered under the name SaasVentur)
• Trade licence: APPT/DNCC/011093/2026, Dhaka North City Corporation (DNCC)
• Registered address: Jabbar Housing, Darussalam, Mirpur, Dhaka-1216, Bangladesh
• Email: support@mehenot.com
• Hours: 9 AM – 6 PM (GMT+6), Sunday – Thursday