Refund Policy.

Uulen's escrow model means clients pay upfront but funds are only released when the project completes successfully. This policy explains when and how refunds occur.

If you post a brief and 14 days pass without hiring a designer, you can request a full refund through your dashboard. The refund processes within 5 business days back to your original payment method. After 14 days, briefs remain open but you can cancel and request refund at any time before hiring a designer.

If the designer you hired misses the agreed deadline by more than 7 days without communication, you can dispute the project. Our team reviews the project workspace, messages, and any work delivered. If the designer is found at fault, the full escrow amount is refunded to you.

If both you and the designer agree to cancel a project before completion, both parties can confirm cancellation through the workspace. Refunds are processed within 5 business days. Partial work delivered may be partially compensated based on mutual agreement.

If you believe the delivered work doesn't meet the brief, first request revisions (you have a defined number per project). If the disagreement persists after revisions, dispute the project. Our team reviews the brief, deliverables, and project communication. Outcomes range from full refund to partial release to full release, based on evidence.

Approved deliveries are non-refundable. Once you click 'Approve and release payment' in the workspace, the project is considered complete and funds release to the designer. This protects designers from clients who approve work then later request refunds. Be sure before approving.

Go to your dashboard, find the project or brief, and click 'Request refund' or 'Dispute project'. Provide a brief explanation. Our team reviews all refund requests within 48 hours. For complex disputes, resolution may take up to 5 business days while we gather information from both parties.

Approved refunds process within 5 business days to your original payment method (typically QPay). The refund will appear on your bank or card statement based on your bank's processing time, usually within 7-10 business days from approval.

For refund questions or to escalate a dispute, contact us at support@uulen.mn or through the contact form at /contact.