13 September, 2024

At FableTwist, we are committed to ensuring customer satisfaction. If you are not completely satisfied with a purchase made through our marketplace, we are here to help. This Refund Policy outlines the conditions under which refund requests are accepted, the process for initiating a refund request, and the guidelines for refunds.

Refund Eligibility

To be eligible for a refund, the following conditions must be met:

  1. Time Frame: You must request a refund within 14 days of receiving the service. If 14 days have passed since receiving the service, unfortunately, we cannot offer you a refund.
  2. Condition: The service must be in the same condition as you received it. For digital products, they must not have been downloaded or used.
  3. Proof of Purchase: A valid proof of purchase, such as an order number or email confirmation, must be provided.

Non-Refundable Items

Certain items and services are not eligible for refund, including:

  • Custom or personalized services/products.
  • Digital downloads that have been accessed or downloaded.
  • Services that have been fully delivered and accepted by the client.

Refund Process

To initiate a refund claim, please follow these steps:

  1. Contact Us: Email our support team at info@fabletwist.com with your order number and reason for claiming the refund. Provide as much information as possible to understand your unsatisfaction with the delivered service to be able to help you with the resolution if any problems occurred.
  2. Await Instructions: Our support team will review your request and provide you with instructions on how to proceed with the refund.
  3. Cancell the service: If your refund is approved, you may be asked to cancel the service through our platform.

Freelancer Protection

FableTwist is dedicated to safeguarding freelancers against fraudulent refund claims. If a freelancer fulfills all project requirements and provides high-quality work as per the agreed terms, FableTwist will support the freelancer’s right to receive payment. Freelancers are advised to maintain thorough records of their work process and communications to assist in resolving any disputes.

Cancellation and Refund Conditions

For Customers:

  • Before Service Delivery: If you wish to cancel an order before the freelancer has started working on it, you may do so for a full refund.
  • After Service Delivery Begins: If the service has already begun but is not yet completed, a partial refund may be issued based on the amount of work completed.

For Freelancers:

  • Project Cancellation: If you need to cancel a project for any reason, please notify the client and us immediately. Depending on the stage of the project, you may be required to refund a portion of the payment received.

Refunds

Once your refund request is received and inspected, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed as follow:

  • Original Payment Method: The refund will be credited to your original method of payment within a certain number of days, depending on your payment provider’s policies.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check Your Bank Account: Sometimes refunds take time to be processed by your bank.
  2. Contact Your Credit Card Company: It may take some time before your refund is officially posted.
  3. Contact Your Bank: There is often some processing time before a refund is posted.
  4. Contact Us: If you’ve done all of this and still have not received your refund, please contact us at info@fabletwist.com.

Changes to this Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on this page, and the date of the latest revision will be indicated at the top of the policy.

Contact Us

If you have any questions about our Refund Policy, please contact us at info@fabletwist.com

By purchasing through our marketplace, you agree to this Refund Policy.