Policy Cancellation & Refund

Transparent process, ensuring rights for all transactions

  • 1. Scope of Application

    This policy applies to all transactions made on the Jobiver platform between Customers and Workers (including cases through Agents) when payments are made via methods supported by Jobiver.

  • 2. Right to Request Cancellation/Refund

    2.1. Customers have the right to request cancellation of services and a refund in the following cases:

    • The Worker refuses or does not start the job after confirmation.
    • The Worker abandons the job midway, failing to complete the tasks as described.
    • The job is canceled due to technical errors from the Jobiver system or due to the Worker/Agent.

    2.2. Jobiver reserves the right to proactively cancel transactions and refund Customers if it detects:

    • Signs of fraud, falsified information, or violations of the Terms of Use.
    • Jobs prohibited by law or violating platform policies.

  • 3. Cases Not Eligible for Refund

    • The Customer changes their mind or cancels the job after the Worker has started, without proving fault on the part of the Worker/Agent.
    • The job has been confirmed as completed on the system by the Customer.
    • The Customer provides false job information, causing harm or affecting the Worker/Agent.

  • 4. Processing Procedure and Timeframe

    Step 1 – Submit Request:

    • Customers submit a cancellation/refund request via the “Complaint” feature on the app or contact the Support Center within 24 hours from the occurrence of the issue.

    Step 2 – Verification:

    • Jobiver receives and verifies information from both parties (Customer, Worker/Agent) within 03 business days.

    Step 3 – Decision:

    • Jobiver makes a decision and notifies the parties involved.

    Step 4 – Refund:

    • If eligible for a refund, the amount will be credited to the Customer’s Jobiver Wallet within 01 business day from the decision.
    • Customers can withdraw funds from the Jobiver Wallet to a linked bank account or e-wallet, subject to the processing time of the payment service provider (typically 01–03 business days).

  • 5. Refund Method

    • Refunded to the Jobiver Wallet of the user’s account.
    • In special cases (as required by authorities or by agreement), Jobiver may refund via the original payment method.

  • 6. Responsibilities and Limitations of Jobiver

    • Jobiver acts only as an intermediary and temporarily holds funds until the service is completed; Jobiver is not responsible for the quality of the work.
    • Jobiver reserves the right to refuse a refund if the request lacks sufficient grounds or shows signs of policy abuse.

We are committed to building a transparent and fair platform where everyone can work and hire with peace of mind.

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