ORDER & REFUND POLICY

1. Order Placement & Pre-Purchase Best Practices

To ensure total satisfaction with your Local SEO services, link-building campaigns, or citations, we strongly advise completing these steps prior to placing a formal order:

• Request Sample Work First: Buyers should always request and inspect sample work or portfolio deliverables from the seller prior to placing an order.
• Clarify Project Requirements: Confirm that all campaign objectives, deadlines, and deliverables are mutually understood before payment.
• Careful Overview: Every order submitted through Serpworks is monitored and carefully overviewed by our dedicated moderation team to ensure dual protection for buyers and sellers.

2. In-Progress Orders & Cancellation Conditions

Once payment is completed and an order status changes to "In Progress," the following refund criteria apply:

• Valid Reason Required: Orders currently in progress will only be cancelled and refunded if a valid, verifiable reason is provided (such as non-responsiveness, inability to fulfill requirements, or clear failure to deliver promised work).
• Dispute Page Requirement: All dispute and refund requests must be formally initiated on the official Order Page. This allows the Serpworks team to step in, review communication logs, and mediate an equitable resolution.

3. Refund Deductions, Discounts & Handling Fees

When an order is approved for a refund, the final refunded amount is subject to the following financial adjustments:

• 5% Order Handling Fee: A mandatory 5% platform handling fee charged on every transaction is non-refundable and will be deducted from the total refund amount.
• Discount Adjustments: If a promotional discount or coupon code was applied to the initial purchase, the discounted value will be adjusted, and only the net payment balance (minus applicable fees) will be eligible for refund.

4. 24-Hour Dispute Window After Completion

Once a seller marks an order as "Completed," both buyer and seller are granted a strict window to inspect deliverables and raise concerns:

• 24-Hour Timeline: Disputes regarding completed work must be formally submitted within 24 hours of the order being marked as completed.
• Expiry of Refund Rights: If no dispute is logged on the order page within 24 hours, the order is deemed fully accepted, funds are released to the seller, and no further refunds or cancellations will be accommodated.

5. Off-Platform Payment Rules & Zero Tolerance Policy

Protecting the integrity of our marketplace and user transactions is our highest priority:

• Prohibited Off-Platform Interactions: If a buyer and seller are found discussing, requesting, or processing payments outside the official Serpworks platform (e.g., via private inbox or external links), both user accounts will be immediately and permanently banned.
• Forfeiture of Refunds: Users engaged in off-platform payment solicitations automatically forfeit all active orders and rights to any pending refunds.

6. Excessive Cancellations & Platform Moderation

To prevent system misuse and protect community reliability, Serpworks actively tracks account cancellation rates:

• 3-Order Cancellation Rule: Any buyer or seller who accumulates 3 consecutive or frequent order cancellations will be temporarily suspended pending a complete account investigation by our moderation team.
• Service Quality Disclaimer: Serpworks holds no direct liability or warranty for buyers or sellers regarding the ultimate quality or performance of services provided. However, we strive tirelessly to enforce strict platform standards and maintain top-tier service quality across the marketplace.

7. Payment Security & Data Protection

Your financial security is guaranteed on our platform:

All credit/debit card details, bank information, and transaction data are processed through encrypted PCI-DSS compliant payment gateways. Serpworks never stores raw financial credentials on its servers.