Effective date: 6 June 2026. Last updated: 6 June 2026.

This Refund & Dispute Policy explains how payments are held, when refunds may apply, and how disputes are handled on iGig. It forms part of the Terms of Service and uses the same defined terms. It governs Platform-held funds only and is not a legal determination of the parties' rights.

1. How payments are held (buyer protection)

When a Client pays for an Order, the funds are held by the Platform and are not released to the Freelancer until the Order is completed (or any auto-completion window, if enabled, lapses). This gives Clients a window to review deliverables and, if necessary, request changes or raise a dispute before funds are released.

2. Before requesting a refund

Clients should first use the Order's revision and messaging tools to resolve issues directly with the Freelancer. Many issues (scope clarifications, minor changes) are resolved this way without a refund.

3. When a refund may be appropriate

Refunds (full or partial) may be appropriate where, for example:

• the Freelancer did not deliver within the agreed scope or timeframe;
• deliverables materially differ from the agreed brief;
• the Order was not started and is cancelled by mutual agreement; or
• the Order breaches the Terms or law. Refunds are generally not available where work was delivered as described, where the Client simply changed their mind after delivery, or for dissatisfaction with subjective preferences that fall within the agreed scope. Nothing in this Policy limits any non-excludable rights you may have under Kenyan consumer-protection law.

4. Raising a dispute

4.1 If direct resolution fails, a Client may raise a dispute on the Order and must provide a clear written reason and any supporting evidence. 4.2 Disputes should be raised within 7 days of delivery or the expected delivery date. 4.3 The Freelancer will have an opportunity to respond.

5. How iGig reviews disputes

5.1 iGig reviews the Order details, deliverables, messages, and evidence and, acting reasonably and in good faith, decides an outcome, which may include: release of funds to the Freelancer, a partial release/refund, or a full refund to the Client. 5.2 iGig records a resolution note on the Order. Target turnaround: 5–10 business days. 5.3 iGig's decision relates only to Platform-held funds. It is not binding legal arbitration and does not prevent either party from pursuing other lawful remedies between themselves.

6. How refunds are paid

Approved refunds are returned to the original payment method where possible, or to your Platform balance, less any non-recoverable third-party payment-processing charges where applicable. Timing depends on the payment provider (e.g. M-Pesa/Co-operative Bank, card). Third-party payment-processing charges are non-refundable except where the law requires otherwise.

7. Chargebacks

Initiating a bank/card/mobile-money chargeback instead of using this process may delay resolution. We may share transaction records with providers to contest invalid chargebacks and may suspend accounts engaged in chargeback abuse.

8. Freelancer payouts & holds

Released funds accrue to the Freelancer's Platform balance and may be withdrawn subject to limits, processing charges, identity verification, anti-fraud velocity controls, and admin approval. We may place holds on funds subject to an open dispute, suspected fraud, or chargeback.

9. Subscriptions / memberships

Fees for memberships, featured listings, or other recurring/one-off Platform products are non-refundable except where required by law.

10. Contact

Disputes and refund questions: hello@igig.co.ke or via the in-Platform support tickets.