Refund & Cancellation Policy

Effective Date: May 19, 2026

At stitchbook.online, we aim to provide a smooth and trusted experience for customers and service providers. This Refund & Cancellation Policy explains how cancellations, refunds, and disputes are handled on our platform.

1. Booking Cancellations

Customer Cancellations

Customers may cancel bookings before a service provider has started work on the order.

Refund eligibility may depend on:

• The stage of the order
• Materials already purchased
• Time already spent on the project
• The provider’s cancellation terms

Late cancellations may result in partial or no refunds.

Service Provider Cancellations

If a service provider cancels a confirmed booking without a valid reason, customers may receive:

• A full refund
• Platform credits
• Assistance finding another provider

Repeated cancellations by providers may lead to account suspension.

2. Refund Eligibility

Refunds may be approved in situations including:

• Service was not delivered
• Provider failed to complete the agreed work
• Duplicate payments
• Unauthorized transactions
• Major differences between the requested and delivered service

Refunds are generally not provided for:

• Change of mind after work has started
• Delays caused by customers
• Minor variations in handmade or custom work
• Failure to read service descriptions properly

3. Custom & Personalized Orders

Custom-made, personalized, or embroidered items may not qualify for full refunds once production has started.

Customers are encouraged to confirm:

• Sizes
• Names
• Colors
• Designs
• Spellings before approving work

4. Disputes

If a dispute occurs between a customer and a service provider:

• Both parties should first attempt to resolve the issue directly
• stitchbook.online may review evidence including chats, invoices, photos, and booking details
• Final decisions regarding refunds or account actions remain at our discretion

5. Processing Time

Approved refunds may take several business days to process depending on:

• Payment provider
• Bank processing times
• Mobile money providers

6. Platform Fees

Some platform service fees, verification fees, promotional fees, or subscription payments may be non-refundable unless required by law.

7. Fraud & Abuse

We reserve the right to deny refunds or suspend accounts involved in:

• Fraudulent claims
• Abuse of the refund system
• Chargeback abuse
• Suspicious activity

8. Changes to This Policy

stitchbook.online reserves the right to update or modify this Refund & Cancellation Policy at any time without prior notice. Continued use of the platform indicates acceptance of the updated policy.

9. Contact

For refund requests or disputes, users should contact support through the official stitchbook.online contact channels or email hello@stitchbook.zm.