Refund & Cancellation Policy
Dated : 1st June 2025

1. Introduction

This Refund & Cancellation Policy outlines the conditions under which users of Dual Gig Ventures (“Dual Gig”, “we”, “our”, or “us”) may request a refund or cancel an order. By using Dual Gig, you agree to comply with this policy, which operates in line with our Terms of Service and Malaysia’s Consumer Protection Act 1999.

2. Order Cancellation Policy

Orders on Dual Gig may be cancelled under the following conditions:
– By mutual agreement between Buyer and Seller before delivery
– Automatically if the Seller fails to deliver the service within the specified time frame
– If the Seller delivers incomplete or poor-quality work that violates the service agreement

To request cancellation, the Buyer must open a dispute(by pressing “Resolution Center” button) in the order page and provide a valid reason(as below).

3. Refund Policy

Refunds may be issued in the following cases:
– Seller fails to deliver within the agreed timeline
– Service was not delivered as described in the Gig
– Quality of the service is proven to be below acceptable standards
– Seller and Buyer mutually agree to cancel the order

Refunds will be credited to the Buyer’s Dual Gig Wallet.

4. Non-Refundable Cases

Refunds will not be granted in the following scenarios:
– Buyer changes their mind after work is delivered
– Buyer fails to respond or provide necessary inputs within a reasonable timeframe
– Buyer accepts the order and later claims dissatisfaction
– Refund request made more than 3 days after order completion

5. How to Request a Refund or Cancellation

To request a refund or cancellation:
1. Navigate to the order page.
2. Click on ‘Resolution Center’ and provide reason with any supporting evidence
3. Wait for the Seller’s response or escalation to Dual Gig support team

We aim to resolve disputes within 5–7 working days.

6. Abuse of Refund System

Users found abusing the refund or cancellation system—such as filing repeated unjustified disputes—may face limitations on their account, including suspension or permanent ban from the platform.

7. Contact Us

If you have any questions regarding refunds or cancellations, please contact us:
Email: support@dualgig.com