This Refund and Dispute Resolution Policy (hereinafter — the “Policy”) regulates the procedure for refunding goods and/or funds, as well as the resolution of claims and disputes between Users and the Sole Proprietor ErkinWork, BIN/IIN 620917402780, registered address: Auezova 163A, the Administration of the website www.erkinwork.kz (hereinafter — the “Website”).

1. Terms and Definitions

1.1. Terms are used as defined in the User Agreement and current legislation of the Republic of Kazakhstan.
1.2. User — any individual or legal entity who has placed an order or made a payment for goods/services on the Website.
1.3. Website Administration — the owner or authorized representative of the Website, responsible for organizing sales and communication with Users.
1.4. Service — any service presented on the Website and intended for provision to the User.
1.5. Refund — the process of returning funds to the User in the cases and manner established by this Policy and the laws of the Republic of Kazakhstan.

2. General Provisions

2.1. This Policy is developed in accordance with:
• The Civil Code of the Republic of Kazakhstan;
• The Rules for E-commerce (Government Resolution No. 778 dated November 25, 2015);
• Other applicable legal acts of the Republic of Kazakhstan.
2.2. This Policy is an integral part of the User Agreement and Public Offer. By using the Website, the User agrees to this Policy.
2.3. All refunds and disputes are handled in accordance with the legislation of the Republic of Kazakhstan, taking into account the specifics of e-commerce.

3. Refund Conditions

3.1. The User has the right to request a refund in cases provided by the Civil Code of Kazakhstan and this Policy.
3.2. A refund may be granted if:
— the service was not provided within the agreed time;
— the freelancer (Executor) failed to respond or refused to complete the order after payment;
— the client (Customer) canceled the order before work began;
— a refund decision was made by the Website Administration following a dispute.
3.3. Refunds are not granted if:
— the Customer confirmed the completion of the work;
— the service was rendered in full and matched its description;
— the issue occurred due to the Customer’s fault (e.g., incorrect technical task or delayed response).

4. Refund Procedure

4.1. To request a refund, the Customer must contact support at [email protected] within 7 calendar days after payment.
4.2. The request must include:
— order number;
— reason for refund;
— supporting evidence (screenshots, correspondence, etc.).
4.3. The Administration reviews the request within 5 business days and decides on approval or rejection.
4.4. If approved, the refund will be processed to the same payment method within 3–10 business days.

5. Disputes and Arbitration

5.1. In case of disagreement between the Customer and the Freelancer, both parties must first attempt to resolve the issue amicably.
5.2. If no resolution is reached, the Website Administration may act as an intermediary and make a final decision based on the submitted evidence.
5.3. The Administration’s decision is final and binding for both parties.

6. Court Dispute Resolution

6.1. If the dispute cannot be resolved through negotiation, it shall be settled by the courts of the Republic of Kazakhstan at the location of the Website Administration.
6.2. The applicable law shall be the legislation of the Republic of Kazakhstan.
6.3. Users agree that all legal actions must be filed individually; collective or class actions are not permitted unless otherwise provided by law.

7. Limitation of Liability

7.1. The Administration is not liable for:
1. actions of third parties (delivery services, payment systems, providers);
2. connection failures, software or hardware malfunctions on the User’s side;
3. losses resulting from the User’s violation of this Policy or Kazakhstan law.
7.2. The Administration’s total liability is limited to the amount of the actual payment for the disputed order or service.

8. Final Provisions

8.1. The Administration reserves the right to amend this Policy unilaterally without prior notice.
8.2. The current version of the Policy is always available on the Website.
8.3. All matters not covered by this Policy are governed by the legislation of the Republic of Kazakhstan.