ArtivioBack to Home

Section 7 · Marketplace Policy

Refund Policy

Artivio is committed to fair outcomes for both customers and artisans. Because payments are held in escrow until the job is confirmed, refunds are only possible within a strict window — this page explains exactly when refunds apply, how to request one, and when to expect your money back.

Effective: April 2026Last updated: June 2026Version: 4.0

7.1 Our Approach to Refunds

The refund policy reflects the actual mechanics of how payments are handled within the Platform and should be understood in the context of how the escrow system operates.

Once a job is marked as completed and both parties have confirmed delivery, funds held in escrow are automatically released to the artisan's Wallet. Once this release has occurred, the funds are no longer held by Artivio and a refund cannot be processed. This is not a limitation of goodwill — it is a direct consequence of how the escrow system is designed to work.

The 3-day window is your only opportunity.The three-day window between job completion and automatic fund release is the only period within which a customer can raise a concern and prevent funds from being disbursed. Customers must review delivered work carefully before confirming completion or allowing this window to lapse.

7.2 When Refunds Are Possible

A refund can only be considered where the customer raises a formal dispute before funds have been released from escrow — meaning within three (3) days of the artisan marking the job as completed and before the customer has confirmed delivery. Refunds may be considered in the following circumstances:

  • The artisan cancels the job before commencing work — the customer is automatically entitled to a full refund as no work has been performed
  • The artisan fails to respond or becomes uncontactable after payment has been made and the job accepted, making it impossible for the job to proceed
  • The work delivered materially and significantly differs from the scope, description, or specifications agreed at the time of booking, and the dispute is raised before confirming delivery or before the automatic release window closes
  • The artisan materially misrepresented their qualifications or ability to perform the agreed service at the time the booking was made

7.3 When Refunds Will Not Be Issued

Artivio will not be in a position to issue a refund in the following circumstances:

  • The customer has already confirmed delivery — once confirmation is given, funds are released and the transaction is considered settled
  • The three-day window following job completion has elapsed without the customer raising a dispute — once the automatic fund release is triggered, the transaction is final
  • The customer changes their mind after the artisan has commenced or completed the agreed work
  • The customer provided inaccurate or incomplete job details that led to a misunderstanding about the scope of work not attributable to the artisan
  • The service was delivered substantially as described and the customer's dissatisfaction is based solely on personal preference unrelated to the agreed scope
  • The customer requested work beyond the originally agreed scope without a new booking and payment

7.4 Partial Refunds

Where a dispute is raised within the eligible window and the Artivio support team determines that the job was partially but not fully completed, a partial refund reflecting the undelivered portion may be issued. The support team will assess partial refund requests on a case-by-case basis, taking into account the proportion of work demonstrably completed, any costs already incurred by the artisan, and the impact of the incomplete work on the customer. Artivio's determination of any partial refund amount is final.

7.5 Platform Commission on Refunds

Where a full refund is approved, the eight percent (8%) platform commission is refunded to the customer in full. Where a partial refund is approved, the commission refund is calculated proportionally based on the refunded amount.

Full refund

100% of payment returned, including the 8% platform commission

Partial refund

Pro-rated refund based on work completed; commission refunded proportionally

7.6 How to Raise a Refund Request

Customers must raise a refund request by opening a formal dispute through the Platform before confirming delivery and within three (3) days of the artisan marking the job as completed. Once a dispute is filed, the job is locked and the automatic fund release is suspended pending resolution.

1

Go to the relevant job

Open the Artivio app and navigate to the job in question from your job history.

2

Select the dispute or report option

Tap the dispute option on the job detail screen to open a refund request.

3

Provide your grounds and evidence

Write a clear explanation of the issue and attach any supporting evidence — photographs of the work, screenshots of messages exchanged, or any other relevant documentation.

Do not confirm delivery before raising a concern.Customers who confirm delivery before raising a concern, or who allow the three-day window to lapse without action, will not be eligible for a refund regardless of the circumstances.

7.7 Refund Processing Timeline

Once a refund has been approved following dispute resolution, it will be processed within the timeframes below. Artivio will notify the customer once the refund has been initiated. Processing times after that are outside Artivio's control.

  • Dispute resolution5–7 business days after the dispute is opened
  • Refund processing5–10 business days after the refund is approved
  • Bank processingAdditional time may apply depending on your bank or card issuer
Need help with a refund request?Contact our support team at legal@artivios.com. We aim to respond within two business days.