Refund and Dispute Policy

1. Scope

This policy applies when a customer selects an expert proposal and proceeds with a deposit or escrow record in Aiworks.

2. Payment and Hold

The deposit is recorded based on the amount and terms shown in the service. In the current phase, `virtual_pg` is an operations ledger and does not execute a real payment.

3. Refund Requests

Customers may submit a refund reason before final delivery approval. Operators review project status, deliverables, revision requests, and dispute records before recording the decision state.

4. Disputes

Customers and experts may open disputes about scope, schedule, quality, or communication. Operators record internal notes and audit logs before deciding follow-up actions.

5. Production Notice

When real PG, refunds, and settlements are connected, fees, cancellation windows, partial refunds, and payout hold rules will be announced after legal and finance review.