Refund & Dispute Policy

This Refund & Dispute Policy outlines how refunds, cancellations, and disputes are handled on the Twicely marketplace, which facilitates the transfer and sale of service packages between users and merchants. While Twicely provides the transaction infrastructure, the underlying services are delivered by merchants, and this policy is designed to protect buyers, sellers, and merchants while maintaining a fair and transparent marketplace.

1. General Principles

twicely facilitates transactions but does not provide the underlying services sold on the platform. Refund eligibility depends on:

Refund requests are reviewed on a case-by-case basis.

2. Transactions Before Redemption

Funds collected during a purchase are temporarily held by twicely until redemption occurs. Buyers may report issues including incorrect listing information, inability to transfer, or merchant refusal.

3. Redemption Window

Buyers are required to redeem purchased packages within 10 days of purchase. Failure to do so results in completion and funds release.

Refunds are generally not available after this point unless exceptional circumstances apply.

4. Transactions After Redemption

Once a package has been redeemed using the twicely OTP verification system, the transaction is considered completed. twicely does not process refunds after redemption as the service relationship is now between the buyer and the merchant.

5. Incorrect or Misleading Listings

If a listing is found to contain materially incorrect information, including:
• inaccurate number of remaining sessions
• incorrect package scope
• false merchant information
• falsified proof of purchase

twicely may:
• cancel the transaction
• issue a refund to the buyer
• remove the listing
• suspend or terminate the seller’s account

twicely may request supporting documentation from both parties during the investigation.

6. Merchant Refusal

twicely investigates refusal to honour verified packages to determine refund eligibility.

07. Fraud & Abuse

Rigorous detection for fraudulent behavior with immediate account suspension actions.

8. Dispute Resolution Process

Dispute Resolution Process

9. Non-Refundable Situations

Refunds are generally not provided in the following situations:

10. Seller Responsibility

Sellers are responsible for ensuring that:

11. Limitation of Platform Responsibility

twicely does not guarantee service quality or outcome once redeemed. We provide the infrastructure; service delivery is the merchant’s sole responsibility.

12. Policy Updates

twicely does not guarantee service quality or outcome once redeemed. We provide the infrastructure; service delivery is the merchant’s sole responsibility.

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