Services refund policy — TakeTheme Services Marketplace

1. Scope

This policy covers services merchants buy from developers on the TakeTheme Services Marketplace (packages, custom offers, milestone orders and monthly support subscriptions). It does not cover TakeTheme platform plans (see the general Refund policy). It adds to the general Terms and Conditions and is read together with the Dispute Policy.

You buy these services for your store and business. This policy does not affect any mandatory rights you have under applicable law.

2. Who provides the service and who collects payment

• The service is provided by the independent developer you choose, and the service contract is between you and them. TakeTheme runs the marketplace and collects the payment as the developer's limited payment collection agent, holds it in escrow, applies this policy and decides disputes.
• VAT is applied at the rate shown at checkout, as required by law, and appears in the price breakdown before you pay.
• Before you pay, the checkout shows the developer's name and verification status, the price before VAT, the VAT line and the total, the delivery time, a summary of cancellation and refunds, and the complaint channel. At checkout you accept this policy and the dispute policy in their current versions; we record your acceptance (version, time, IP address and browser) and, once you have paid, email you a confirmation with this information and links to the versions you accepted.

3. How your money is held

You pay the full order amount up front at checkout, by card or from your TakeTheme balance. TakeTheme holds it in escrow and pays the developer only once the order completes or you approve a milestone, so it can be returned to you in the cases below before it is released.

4. Cancelling before acceptance, and automatic full refunds

• You can cancel an order with a full refund until the developer accepts it (an unpaid order is simply cancelled).
• If the developer does not accept within 24 hours (6 hours for a rush order), the current windows shown on the order, or declines, the order is cancelled and refunded in full automatically.
• If your payment arrives after the order was cancelled, it is refunded.
• If TakeTheme staff cancel the order (for example for a violation or fraud), whatever is still in escrow is refunded to you.

5. Rush fee on late delivery

If you paid for rush delivery and the developer misses the due date, the rush fee (and any tax on it) is refunded to you automatically, once, and the order continues. If a coupon was used, the share of the rush fee you actually paid is refunded.

6. Mutual cancellation

• You or the developer may propose cancelling while the order is in progress, delivered or in revision, with a full or partial refund. The other party accepts or declines within 72 hours, otherwise the proposal expires.
• With a partial refund you get the agreed amount back (including its share of VAT) and the rest is released to the developer.

7. Refunds through a dispute

If the work isn't delivered or doesn't match the description and you can't agree, open a dispute before the order completes. TakeTheme staff decide on a full refund, a partial refund or releasing the payment to the developer. See the Dispute Policy.

8. Milestone orders

• You pay the full amount up front; each milestone's share is released to the developer when it is approved (by you, or automatically).
• Approved milestones are not refundable. Any later refund (mutual cancellation, dispute or cancellation by TakeTheme) only covers what has not been released, and a dispute covers the current milestone only.

9. Coupons

Coupon discounts apply before VAT. A refund returns only what you actually paid, not the pre-discount price.

10. What is not refundable

• Completed orders — whether you approved the delivery or it completed automatically 3 days after delivery (the current window, shown on the order) without approval, a revision request or a dispute. You are notified of each delivery and the time left is shown on the order.
• Approved milestones on milestone orders.
• Subscription cycles released to the developer after the dispute window closed.
• Wanting more changes after the package's included revisions are used is not, by itself, grounds for a refund.

11. Monthly support subscriptions

• Each cycle's payment stays in escrow until 3 days after the cycle ends. You can dispute a paid cycle any time before then; after it, the payment is released to the developer.
• If TakeTheme staff decide a cycle dispute with a refund, the whole cycle is refunded to your TakeTheme balance. There is no partial refund of a subscription cycle.
• When you cancel, a paid cycle runs to its end with no partial or pro-rata refund; an unpaid cycle is cancelled immediately. A cycle payment that arrives after the subscription was cancelled is refunded to your balance.
• Saving a card for automatic renewal is optional (where the feature is available) and you can remove it at any time; renewals then use your balance or a manual card payment.

12. Where refunds go, and when

• Orders paid from your TakeTheme balance are always refunded to your balance.
• For card-paid orders, you choose your card or your TakeTheme balance when you cancel before acceptance, propose or accept a mutual cancellation, or open a dispute. Otherwise (for example an acceptance timeout, a developer decline or a rush-fee refund) the refund goes back to your card.
• Refunds to your TakeTheme balance are immediate. Card refunds are sent through the payment provider and follow its and your issuing bank's processing times; a failed card refund is retried automatically and then followed up by TakeTheme staff.
• Payments made outside TakeTheme are not protected and cannot be refunded through the platform.

13. Your marketplace balance

• Your TakeTheme balance is an Egyptian-pound platform credit, credited with refunds you choose (or this policy requires) to take as balance, and usable only on the platform to pay for Services Marketplace orders and subscription cycles.
• The balance is not cash or a deposit: it cannot be withdrawn as cash or to a card, topped up directly or transferred to another store or person, and it earns no interest. It does not expire.
• Your account shows the balance and every movement on it. If you want to close your store while you still have a balance, contact us before closing and we will handle it as required by applicable law.

14. Invoices and credit notes

TakeTheme issues you an invoice for every paid order or subscription cycle, with the details shown on it and including VAT where it applies, and a linked credit note for every refund. You can find them in your account; we keep them for as long as tax law requires.

15. Chargebacks

• If something goes wrong with an order, use cancellation or a dispute on the platform first: it is the fastest way to get your money back.
• If you dispute an order payment with your bank (a chargeback), TakeTheme may give the bank the order record. The same amount is never refunded twice: what was refunded to you through the platform is not refunded again through the bank, and vice versa.
• TakeTheme may restrict Services Marketplace purchases for an account that repeatedly files unjustified chargebacks, under the general Terms.

16. Limitation of liability

• TakeTheme is not the service provider and does not guarantee the result of the developer's work; its role is limited to running the marketplace, holding the payment and applying this policy. TakeTheme is not liable for any indirect, consequential or incidental damages, or loss of profit.
• In any case, TakeTheme's total liability to you for any order or subscription is limited to the amount you paid for the order or subscription cycles the claim concerns during the 12 months before it. This does not limit liability that cannot be limited by law.

17. Changes, governing law and contact

We may change this policy, giving notice of material changes currently at least 14 days in advance and showing the new effective date. Changes do not apply to orders paid before them, and every checkout asks you to accept the version in force.

This policy is governed by the laws of the Arab Republic of Egypt, and the courts of Cairo have jurisdiction, as in section 9 of the general Terms and Conditions, without prejudice to any mandatory rights you have under applicable law. The Arabic version prevails over any translation.

Complaints: send yours from the contact page or to Main@taketheme.com with the order number, and we reply within a reasonable time. This does not affect your right to go to the consumer protection authority, the data protection authority or the competent court.

Questions: contact us or email Main@taketheme.com.