This policy explains how cancellation, refund and reversal requests are handled across marketplace orders, wallet funding and Earners-owned services.
1. Before seller acceptance
A customer may cancel a request before a seller is selected or before an order is formed, unless the interface states that a binding auction bid, buy-now action or other commitment has already occurred.
2. After acceptance
After an order is formed, cancellation depends on whether work has started, goods have been sourced or dispatched, capacity has been reserved, accommodation or transport has been booked, or other costs have been incurred. The seller must apply disclosed terms and applicable law fairly.
3. Seller-supplied products and services
The independent seller is primarily responsible for conformity, delivery, lawful quality remedies and any seller-funded refund. Earners Group may review platform evidence, facilitate communication, apply marketplace measures and process an authorised payment adjustment without becoming the seller.
4. Wallet funding and duplicate payments
An incomplete or unverified payment does not create a wallet credit. Confirmed duplicate funding, incorrect processing or provider-approved refunds will be investigated and, where validated, corrected through a traceable ledger entry. Provider fees, exchange differences or non-refundable bank charges may affect the amount returned where permitted.
5. Rewards and commissions
If an underlying order is cancelled, refunded, reversed, charged back or found ineligible, associated cashback, referral earnings, seller earnings or commission entries may be reversed or adjusted.
6. Chargebacks
Contact support before raising a chargeback where possible. A chargeback does not automatically establish that the marketplace obligation was invalid. We may provide the payment provider with relevant transaction, fulfilment and communication records and may restrict the associated wallet amount while the matter is reviewed.
7. How to request a review
Email support@theearnersgroup.com with the order or transaction reference, date, amount, reason, requested outcome and supporting evidence. Do not include passwords, card PINs or one-time passwords.
8. Timing
Processing time depends on seller response, evidence, payment-provider rules, bank settlement and the complexity of the matter. Earners Group will communicate material status changes through available channels.