Refund & Cancellation Policy
Understand our policies regarding refunds, cancellations, and dispute resolution for services purchased through WENWEX.
Last Updated: January 19, 2026
Important Notice
WENWEX acts as a marketplace connecting buyers with service providers (vendors). Refund eligibility depends on the nature of the service, delivery status, and compliance with agreed terms. Please read this policy carefully before making a purchase.
1. Service Purchase Refunds
1.1 Eligibility for Full Refund
You may be eligible for a full refund in the following cases:
- Vendor fails to deliver the service within the agreed timeframe (plus 7-day grace period)
- Service delivered is significantly different from the description
- Vendor is unable to complete the project and mutually agrees to cancel
- Technical error resulted in duplicate payment
- Vendor account is suspended or terminated before project completion
1.2 Eligibility for Partial Refund
Partial refunds may be issued when:
- Work has been partially completed before cancellation request
- Minor discrepancies exist between delivered work and description
- Project scope was reduced by mutual agreement
- Vendor delivers late but work meets quality standards
1.3 Non-Refundable Situations
Refunds will NOT be provided for:
- Change of mind after work has commenced
- Failure to provide required information or materials to vendor
- Dissatisfaction based on subjective preferences (not objective defects)
- Services already delivered and accepted
- Requests made more than 30 days after delivery
- Disputes arising from buyer's own delays or non-cooperation
2. Vendor Subscription Refunds
2.1 Subscription Policy
Vendor subscription fees are generally non-refundable as they provide immediate access to platform features. However, the following exceptions apply:
Refund Eligibility:
- Within 48 hours: Full refund if vendor application is rejected
- Within 7 days: Full refund if platform features are unavailable for more than 72 continuous hours
- Pro-rated refund: If cancelling annual plan mid-term (subject to 20% cancellation fee)
2.2 Subscription Cancellation
Vendors may cancel their subscription at any time. Cancellation takes effect at the end of the current billing period. No refund is provided for the remaining period of monthly subscriptions.
3. Cancellation Process
3.1 Buyer-Initiated Cancellation
Buyers may request cancellation through their order dashboard. Cancellation approval depends on project status:
Before Start
Full refund within 3-5 business days
In Progress
Partial refund based on work completed
Near Completion
No refund; negotiate with vendor
3.2 Vendor-Initiated Cancellation
Vendors may cancel orders only under exceptional circumstances (illness, emergency, inability to meet requirements). Vendor-initiated cancellations result in full buyer refund. Repeated cancellations may result in account penalties.
4. Refund Process & Timeline
4.1 How to Request a Refund
- 1Log in to your WENWEX account and go to "My Orders"
- 2Select the order and click "Request Refund/Cancellation"
- 3Select reason and provide supporting details/evidence
- 4Our team will review and respond within 2-3 business days
Refund Processing Time:
5. Dispute Resolution
If you disagree with a refund decision, you may escalate the dispute:
- Internal Review: Request a review by our senior support team within 7 days of the initial decision
- Mediation: We will attempt to mediate between buyer and vendor for mutually acceptable resolution
- Final Decision: WENWEX's final decision on disputes is binding for transactions under ₹50,000
- External Resolution: For larger amounts, disputes may be referred to arbitration as per our Terms & Conditions
Need Help?
Contact our support team
For refund requests, cancellations, or disputes, please contact:
Email: refunds@wenwex.online
Support: wenvex19@gmail.com
Response Time: Within 24-48 hours