Refund Policy
Last updated: October 9, 2026
At Epic360 Gigs, we strive to ensure complete satisfaction with every transaction. This refund policy outlines the circumstances under which refunds may be issued and the process for requesting them, in compliance with EU consumer protection laws and German regulations.
This policy complies with EU Consumer Rights Directive and German Civil Code (BGB) provisions on distance contracts.
Under EU consumer protection laws, you have the right to withdraw from distance contracts within 14 days without giving any reason.
You can withdraw from service contracts within 14 days of contract conclusion, provided the service has not yet been performed.
If you have expressly requested and agreed that the service should begin before the end of the withdrawal period, you lose the right of withdrawal once the service has been fully performed.
In addition to your statutory rights, we offer enhanced protection for all completed orders:
We offer a 30-day money-back guarantee for all completed orders, exceeding EU minimum requirements.
Escrow Protection
All payments are held in escrow until work is completed and approved, providing additional security.
Dispute Resolution
Our dispute resolution team mediates conflicts and ensures fair outcomes for all parties.
Eligible for Refund
Unsatisfactory Quality
Work that doesn't meet the agreed-upon specifications or quality standards
Missed Deadlines
Delays beyond the agreed-upon delivery timeline without prior communication
Non-Delivery
Freelancer fails to deliver the work within the specified timeframe
Platform Issues
Technical problems on our platform that prevent order completion
EU Right of Withdrawal
Withdrawal within 14 days for services not yet performed
Not Eligible for Refund
Change of Mind (After Service Performance)
Simply deciding you no longer want the service after work has been completed and delivered
Scope Creep
Requesting additional work beyond the original agreement
Late Requests
Refund requests made after the 30-day guarantee period (unless statutory rights apply)
Violation of Terms
Orders that violate our Terms of Service or community guidelines
Contact Support
Reach out to our support team through the contact form, live chat, or email
Provide Details
Include order details, reason for refund, and any supporting evidence
Review & Process
We'll review your request and process the refund if approved
Required Information
- Order number and date
- Detailed reason for refund request
- Any communication with the freelancer
- Screenshots or evidence if applicable
- Preferred refund method
The actual time for funds to appear in your account depends on your payment method and financial institution. SEPA transfers typically take 1-3 business days, while credit card refunds may take 3-10 business days.
Under EU law, refunds must be processed within 14 days of approval. We typically process refunds much faster than this requirement.
In some cases, we may offer partial refunds when:
- Part of the work has been completed satisfactorily
- There are minor issues that don't warrant a full refund
- Both parties agree to a partial refund arrangement
- The freelancer has invested significant time in the project
- EU consumer law allows for proportional refunds
Fair Assessment: We consider the value of work completed, time invested, and quality delivered when determining partial refund amounts.
If there's a disagreement between you and the freelancer regarding a refund:
Mediation
Our support team will mediate between both parties to reach a fair resolution
Evidence Review
We'll review all communication and evidence to make an informed decision
Final Decision
Our decision is final and binding for both parties, subject to applicable EU consumer rights
As an EU-based company, we participate in alternative dispute resolution (ADR) procedures:
Online Dispute Resolution Platform
You can submit complaints through the EU's Online Dispute Resolution platform at ec.europa.eu/consumers/odr
German Consumer Arbitration Board
For German consumers, disputes can be resolved through the Schlichtungsstelle der Bundesnetzagentur.
If you have questions about our refund policy or need to request a refund, please contact us:
Email: epic360gigs@epic360.de
Phone: 015226537923
Live Chat: Available 24/7 on our platform
Address: Epic360 Gigs
22844 Norderstedt
Germany
EU Consumer Rights: Remember that your statutory rights under EU consumer protection laws are not affected by this policy and may provide additional protection.