Refund & Dispute Resolution Policy

Last Updated: 10/11/2025

This Refund & Dispute Resolution Policy outlines the terms under which refunds may be issued and how disputes are handled for services provided by Mawuena (Software Engineer). By using my services, you agree to the conditions outlined below.

1. Refund Policy

1.1 General Refund Principles

Since I provide custom digital services, refunds differ from physical product purchases. Every project involves time, planning, and intellectual effort. Therefore, refunds are granted based on the stage and progress of the work.

1.2 When Refunds Are Eligible

A refund may be approved if:

  • No work has started on the project.

  • The client cancels within 48 hours of making payment.

  • I am unable to begin or complete the project for any reason.

  • The client has paid for consulting or advisory services but did not receive them due to scheduling issues.

If eligible, refunds are typically processed within 7–14 business days.

1.3 When Refunds Are NOT Eligible

Refunds will not be issued if:

  • Work has already begun on the project.

  • Significant progress has been made and time has been invested.

  • The project has been completed or delivered.

  • Delays or issues are caused by the client (e.g., late communication, missing content, unclear instructions).

  • The client changes their mind after work has started.

  • The request for a refund is based on subjective preference that was not included in the agreed project requirements.

1.4 Partial Refunds

Partial refunds may be considered if:

  • Work has started but has not been completed.

  • The refund amount will be calculated based on the percentage of work completed.

Partial refunds are handled case-by-case and require written communication from the client.

1.5 Non-Refundable Items

The following are strictly non-refundable:

  • Deposits or booking fees (unless no work has begun)

  • Digital downloads (templates, code snippets, documentation)

  • Completed milestones in a milestone-based contract

  • Third-party software, licenses, or tools purchased on behalf of the client

2. Dispute Resolution Policy

2.1 Communication First

I strongly believe in resolving issues through clear and respectful communication.
 If a client has a concern, they should first contact me directly:

Email: support@mawuena.com
 Subject: Dispute / Issue Resolution Request

I aim to respond within 24–48 hours.

2.2 Steps for Resolving a Dispute

Step 1: Internal Discussion

The client explains the issue, and I review the situation.
 We discuss the matter to understand:

  • The nature of the issue

  • Project requirements and expectations

  • Any misunderstandings or missing details

Most disputes are resolved at this stage.

Step 2: Attempting a Fair Solution

I will propose a fair solution, which may include:

  • Revising or fixing issues within the project scope

  • Agreeing on additional work (may require extra payment)

  • Adjusting timelines if needed

  • Offering a partial refund (where applicable)

The goal is to reach a mutually beneficial resolution.

Step 3: Mediation (If Needed)

If both parties cannot resolve the issue through communication, either party may request mediation by a neutral third party.

Mediation methods may include:

  • Virtual meeting with a mediator

  • Review of contract terms

  • Third-party arbitration service (if agreed beforehand)

Legal action is typically the last resort.

2.3 Professional Conduct

Both parties agree to:

  • Communicate respectfully and professionally

  • Provide accurate information

  • Avoid threats, harassment, or defamatory statements

  • Make reasonable efforts to resolve issues amicably

Failure to comply may result in termination of services or withholding of deliverables.

2.4 Final Decision

When a dispute involves project requirements or technical expectations, the final decision will be based on:

  • Written agreements or contracts

  • Approved project scope

  • Documented communication

  • Delivered work and progress reports

3. How to Submit a Refund or Dispute Request

To initiate a refund or dispute request, provide:

  • Full name

  • Project name or invoice number

  • Payment receipt

  • Description of the issue

  • Examples, screenshots, or evidence (if applicable)

Send your request to:
 📧 support@mawuena.com

4. Policy Updates

This policy may be updated periodically. Any changes will be posted with a revised “Last Updated” date.