Refund Policy

1. Overview

This Refund Policy explains when and how a Requester's payment for an order is refunded. It works alongside, and does not replace, Section 8 of the Terms and Conditions.

When a Requester pays for an order, the amount is charged and held by PayMongo, Pagawa's payment gateway, on Pagawa's platform account until the order is completed, cancelled, or resolved through a dispute.

2. When You Get a Refund

• The order is cancelled before completion, by either the Requester, the Expert, or Pagawa where these Terms or applicable law allow it.
• A dispute is opened on the order and Pagawa's review determines that some or all of the held amount should go back to the Requester, in full or as part of a split outcome.
• Pagawa cancels or reverses an order due to a platform error, fraud, or a breach of the Terms and Conditions.

3. How Refunds Are Processed

Refunds are issued through PayMongo back to the original payment method used at checkout (GCash, Maya, or card) wherever that method supports a refund.

Pagawa initiates the refund once a cancellation or dispute outcome is confirmed. From that point, how long the money takes to reach you depends on your payment method and provider — PayMongo and the receiving bank or e-wallet, not Pagawa, control the final crediting time.

The Pagawa platform fee is refunded along with the order amount when a cancellation is fully refunded. Where only part of an order is refunded as a dispute outcome, the fee treatment is shown in the resolution confirmation.

4. What This Policy Does Not Cover

This policy covers refunds of amounts held by Pagawa for an order. It does not cover a Requester's dissatisfaction with completed work they have already confirmed as complete — that confirmation releases payment to the Expert and cannot be reversed through this policy.

If something goes wrong before you confirm completion, use the dispute process described in the Dispute Resolution Policy instead of waiting for a refund request.

5. Questions About a Refund

If a confirmed refund hasn't arrived after a reasonable processing window, contact Pagawa support with your order reference so it can be checked with PayMongo.