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:

• Wallet deposits — money added to your mehenot wallet
• 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). 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. What you pay for is delivered digitally, on the following timelines:

• Wallet deposits and 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; the freelancer is notified immediately and work begins. 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 only after that approval.

If a payment is confirmed by the gateway but nothing appears in your account within one hour, see section 7 — we either complete the delivery or refund the charge.

3. Refund timeline

• We review every refund request within 3 working days of receiving it.
• Approved refunds are returned to the original payment method within 7 to 10 working days.
• Card refunds may take additional time to appear on your statement depending on your issuing bank.
• Refunds are never paid to a different account, number, or person than the one that paid.

4. Wallet deposits

• Unused wallet balance can be withdrawn at any time from the wallet page using a withdrawal request.
• A deposit made by mistake, or charged twice, is refunded in full to the original payment method if you contact us within 7 days of the transaction and the balance has not been spent.
• Money already used to fund a contract follows the contract rules in section 5.

5. 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 — the freelancer declines or cancels before starting, the contract is cancelled by mutual agreement before any work is delivered, or a dispute is resolved in the client's favour.
• Partial refund — a dispute is resolved with a split agreed by both parties or decided by mehenot's dispute team; 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.

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.

6. Credits

• mehenot credits are non-refundable, cannot be cashed out, and cannot be transferred to another account.
• The only exception is a failed or duplicate charge (section 7): if you were charged but the credits never arrived, we either add the credits or refund the charge — your choice.

7. 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.

8. 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 for a full refund of the deposit.
• After work starts — cancellation requires the other party's agreement or a dispute decision (section 5).

9. When we may refuse a refund

• The request is made after the windows above have passed.
• Work was approved, or the deposit was released, before the request.
• 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.

10. How 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

We respond within one business day and keep you updated until the refund is complete.

11. Contact

• Operator: SaasVentur (mehenot is a product of SaasVentur)
• Trade licence: APPT/DNCC/011093/2026, Dhaka North City Corporation (DNCC)
• Registered address: 17/2-D, Jabbar Housing, Darussalam, Mirpur, Dhaka-1216, Bangladesh
• Email: support@mehenot.com
• Hours: 9 AM – 6 PM (GMT+6), Sunday – Thursday