When something goes wrong

Start with the friendly route: message the seller, then Request revision. Most problems end there.

Cancel the order

• Not yet paid: open the order and press Cancel order.
• Paid and in progress (including after delivery): press Request cancellation, write the reason (at least 10 characters) and press Send request. The seller sees it and can press Accept cancellation (the order is cancelled and you are refunded) or Decline (the order continues). If you change your mind, press Withdraw request. A seller can also ask you to cancel, and the choice is yours.
• If the seller will not agree and the problem is real, use a dispute.
• Per the Refund Policy, if you cancel after the seller has already started work in good faith, the payment gateway's fee may be deducted from your refund. The amount is shown before you confirm.

Open a dispute: "Report a problem"

For serious cases: the seller did not deliver, the work does not match the description, or the seller has disappeared.

• Press Report a problem on the order, write the reason (at least 20 characters) and press Open dispute.
• When: after delivery you can report immediately. Before delivery you can report once the delivery deadline plus 24 hours has passed. Sooner than that, use Request cancellation or contact support.
• Once you have accepted an order, or it has auto-completed, it can no longer be disputed.
• Opening a dispute freezes the money.
• A Kaasb administrator reads the chat, the delivery files and what both sides wrote, then decides: release the money to the seller, refund you, or split it. This usually takes about 48 hours; complex cases can take longer.
• You can download a printable dispute record from the order.
• Not happy with the decision? Write to support@kaasb.com within 7 days with new evidence. A second administrator reviews it, though in most cases the first decision stands.
• On a project, Open dispute appears on a funded milestone.

Refunds

• A refund goes back to the method you paid with: your Zain Cash wallet, or the same card for Visa / Mastercard and Qi Card.
• Kaasb starts an approved refund within 2 business days. Card refunds may take 5 to 10 business days to show on your statement, and up to 14 business days depending on your bank or wallet. That last part is outside Kaasb's control.
• Partial refunds exist when work was partly done or a dispute is split.
• A refund is not available after you accept, after auto-complete, or purely because of personal taste when the work matches what was agreed.
• A double charge or a wrong charge by the platform: write to support@kaasb.com within 30 days, with the payment reference.
• Please do not start a chargeback with your bank or wallet before talking to us: it can lead to account suspension. Full text: the Refund Policy page, kaasb.com/refunds.