Refund Policy

This Policy applies to payments made by Buyers on the Kaasb Platform for Services, Orders, Milestones, or Project Contracts, all of which pass through Escrow before release to the Seller. Refunds are returned through the payment gateway that was used for the Order, in Iraqi Dinars (IQD).

A refund of the funded Escrow amount is available in the following situations:

• Pre-delivery cancellation. The Order is cancelled by mutual consent, or by the Buyer alone before the Seller has begun work and before requirements are accepted.
• Seller non-delivery. The Seller fails to deliver by the agreed deadline and no extension has been granted.
• Dispute decided for the Buyer. A Kaasb administrator resolves a dispute under Section 11 of the Terms in the Buyer's favour, in whole or in part.
• Confirmed fraud or policy breach by the Seller. Including plagiarism, material misrepresentation, or service not rendered.
• Payment error. A double-charge or a verified incorrect charge caused by the Platform.

A refund is not available when:

• The delivery has been accepted by the Buyer.
• The Order has been auto-completed after the 3-day window without a revision request or dispute.
• The Buyer is dissatisfied with the result of work that conforms to the agreed scope and requirements (subjective taste).
• The request is made after final acceptance of all milestones.

• If the Seller has not yet delivered — at any time until delivery or until the Order is cancelled.
• After delivery — within the 3-day review window, either by requesting a revision or by raising a dispute. After the window expires without action, the Order auto-completes and becomes ineligible for refund.
• For a payment error — within thirty (30) days of the charge.

1. Open the relevant Order page in your dashboard.
2. Select "Request cancellation" (before delivery) or "Raise a dispute" (after delivery).
3. Provide a clear description of the reason and attach supporting evidence (messages, files, screenshots).
4. For payment-error cases, write to support@kaasb.com with the transaction reference.

Kaasb initiates an approved refund within 2 business days of the approval decision and returns it to the payment method that was charged: your Zain Cash wallet for a Zain Cash payment, or the same card for a Visa / Mastercard or Qi Card payment. Card refunds may take 5–10 business days to show on your statement. The time for funds to appear depends on the gateway's own settlement cycle and on your wallet provider or bank, and can take up to 14 business days; that part is outside Kaasb's control. Partial refunds are supported where an Order is partially fulfilled or a dispute is split.

• When fault is the Seller's or the Platform's (non-delivery, fraud, payment error), Kaasb absorbs any payment gateway fee (Zain Cash, Visa / Mastercard, Qi Card); the Buyer receives a full refund.
• When cancellation is initiated by the Buyer after the Seller has started work, and the Seller has partially performed in good faith, the payment gateway fee (Zain Cash, Visa / Mastercard, Qi Card) may be deducted from the refunded amount. Any such deduction will be displayed before the Buyer confirms the cancellation.
• Dispute-split outcomes — fees are allocated in proportion to the split, unless the administrator's decision states otherwise.

Initiating a chargeback with Zain Cash, Qi Card or an issuing bank instead of following this Policy may result in immediate suspension of your account and forfeiture of pending balances. Please attempt resolution through the Platform first.

For refund enquiries or escalations: support@kaasb.com.

In the event of conflict, the Arabic version of this Policy prevails.