1. Refund eligibility

• You are eligible for a refund if you cancel before the seller begins work (i.e. before the gig status changes to 'in progress')
• For LIVE gigs, you are eligible for a refund if you cancel before the seller approves/accepts the session

2. Refund ineligibility

• You are not eligible for a refund if the seller has completed the work and you open a dispute without valid grounds
• You are not eligible for a refund once the seller has approved and begun work on the project, except through a valid dispute

3. How to request a refund

You may request a refund in one of two ways: (1) opening a dispute, or (2) requesting cancellation under one of the valid conditions listed above.

4. Dispute resolution

Most disputes are resolved automatically by SUMMAYH's dispute-review AI system, given the high volume of transactions. If the AI's confidence in its decision is low, or the transaction amount exceeds $500, the dispute is escalated for manual review by our team.

5. Refund timing

Approved refunds are processed within 48 hours of review.

6. Escrow protection

SUMMAYH holds your payment in escrow from the moment of purchase. Funds are only released to the seller once the job is marked complete and confirmed. If the seller fails to deliver within the agreed timeframe, your funds are automatically refunded in full, with no deductions. Sellers are also protected: once a buyer confirms delivery, payment is automatically released, there's no risk of buyer non-payment after approval.

7. Platform fees

SUMMAYH charges a 10% service fee for standard users and 7% for Pro users.

8. Buyer conduct in disputes

As a buyer, you must not abuse the dispute system to obtain a refund when you know the work was completed satisfactorily and matches what you requested. Doing so may result in account restrictions, as outlined in our Acceptable Use Policy.

9. Delivery verification marks

See Acceptable Use Policy, Section 17, for details on delivery watermarking used to prevent bad-faith non-delivery claims.

10. LIVE session no-shows

If you do not attend a LIVE session you have booked, you may not open a dispute claiming the session did not occur, as attendance records will confirm your absence.

11. LIVE session timing and forfeiture

LIVE session grace periods are outlined in our Acceptable Use Policy, Section 9. If a buyer does not join a session within the applicable grace period, the buyer forfeits their payment for that session, and the seller is compensated in full, no refund applies, as the seller made themselves available and the failure to join was the buyer's choice.