Aidenna
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Refund Policy

Last Updated: 10 June 2026

We value your satisfaction and strive to provide high-quality services. This Refund Policy outlines the conditions under which refunds will be granted for purchases made through our application. Please note that our transaction charges are non-refundable. Processing a transaction is a service that has been offered and charged for. Thus, if we must refund a customer, we will not return what we charged to process that transaction. By making a purchase, you agree to the terms of this policy.

1. Eligibility for Refunds

Refunds will be considered under the following circumstances:

  • Incomplete Service: If there is a failure to provide the agreed-upon service.
  • No Show: If the artisan fails to show up at the meeting point to provide agreed-upon services

2. Refund Request Process

To request a refund, please follow these steps:

  • Email our customer support at support@aidenna.com within 14 days of receiving the service.
  • Include your order number, a description of the issue, and any supporting evidence (such as photos of service issues).
  • If applicable, our support team will provide you with instructions on what to do while we evaluate your request.

3. Evaluation of Requests

All refund requests will be inspected upon receipt of supporting documents. Refunds will be issued if the service is not provided as agreed. Refunds are not issued where the service agreed upon was provided.

4. Refund Processing

  • • Refund timelines usually depend on the payment channel. For approved card refunds, it takes between 3-10 business days. For approved account refunds, it takes between 24-48 business hours.
  • Refunds will be deposited into the same user's bank account used to make the purchase.

5. Refund Alternative

We will dispatch the same artisan or a different artisan at no extra cost to solve the service issue(s) instead of a refund. Please follow the refund request process to initiate an exchange.

6. Amendments

We reserve the right to amend this refund policy at any time. Any changes will be posted on our application and will take effect immediately upon posting.