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Refund Policy
Transparent, Fair, and Protecting Your Rights
Policy Overview
NEOLIVIS is committed to delivering high-quality services. If you're unsatisfied with your project, we offer fair refund options. This policy explains the conditions and process for refunds.
1. Payment Breakdown
Upfront Payment
Reserves freelancer time
Covers initial costs
Escrow
Protected until approval
7-day review window
Monthly Installments
After delivery
Covers support
2. Refund Scenarios
Full Satisfaction
No RefundYou approve the project. 70% escrow released to freelancer.
Minor Issues
No RefundFreelancer must fix issues for free (under 3-month support).
Major Issues
50% Partial RefundYou receive 50% of 70% escrow (35% total).
Complete Failure
70% Full RefundFreelancer delivered nothing. Full 70% escrow returned.
Freelancer Abandonment
70% + PenaltyFreelancer unresponsive 14+ days. Full escrow + penalty.
3. Refund Process
Request Refund
1 dayWithin 7 days of project delivery, submit refund request from your dashboard.
Provide Evidence
2-3 daysUpload screenshots, emails, and reasons for dissatisfaction.
NEOLIVIS Review
5-7 daysOur team reviews case and contacts both parties.
Final Decision
1-2 daysDecision announced: full, partial, or no refund.
Process Refund
7-14 business daysRefund processed to your original payment method.
Important Deadline: Refund requests must be submitted within 7 days of final project delivery. After this period, escrow is automatically released to freelancer.
4. Non-Refundable Items
20% Upfront Payment
Always non-refundable. Reserves freelancer time and covers initial costs.
Processing Fees
Payment gateway fees (2.9% + €0.30) are non-refundable.
Third-Party Licenses
Purchased software licenses (themes, plugins) are non-refundable.
Completed Work
If project was delivered and you've used it, full refund is not possible.