Refund & Cancellation Policy

Last Updated: January 2026

This Refund & Cancellation Explainer ("Explainer") is provided for informational purposes to help Buyers and Sellers understand how refunds and cancellations work on the Plegz platform in a clear and transparent manner. This Explainer does not replace or override the Plegz Terms of Service, Buyer and Seller Terms, or Payment Terms, which remain legally binding.

Plegz is operated by Big Blue Dot Project OÜ, Tööstuse tn 75-71, 10416 Tallinn, Estonia ("Plegz", "we", "us").

1. General Principles

Plegz is committed to ensuring fair, timely, and professional transactions between Buyers and Sellers. Refunds and cancellations are handled through a structured review process designed to protect both parties.

All payments and refunds are processed exclusively through the Plegz platform.

2. When a Buyer Is Eligible for a Refund

A Buyer may be eligible for a full refund if:

  • The Seller fails to deliver the Dot within the agreed delivery time; or
  • The Seller does not provide the service promised in the Dot description; or
  • The Seller abandons the Order or becomes unresponsive.

Refund eligibility is assessed on a case-by-case basis.

3. How to Request a Refund

  • 3.1 The Buyer must submit a refund or cancellation request through the Plegz platform.
  • 3.2 Requests made outside the platform cannot be processed or protected.
  • 3.3 The request is reviewed by the Plegz Claims Team.

4. Review and Verification Process

  • 4.1 Once a refund request is submitted, the case is forwarded to the Plegz Claims Team.
  • 4.2 The Claims Team reviews:
    • The original Dot description;
    • The agreed delivery timeline;
    • Communications between Buyer and Seller;
    • Any delivered materials or lack thereof.
  • 4.3 The Seller is notified and given an opportunity to respond or confirm the issue.
  • 4.4 If the Seller confirms the failure to deliver, the refund is approved.
  • 4.5 If the Seller does not respond or fails to provide sufficient justification, Plegz may decide the claim based on available evidence.

5. Refund Outcome

  • 5.1 If a refund is approved, the Buyer will receive a full refund of the amount paid for the Dot.
  • 5.2 Refunds are issued to the original payment method where possible.
  • 5.3 The refund process may take up to thirty (30) calendar days, depending on payment provider and banking systems.

6. Seller Impact

  • 6.1 Approved refunds may affect a Seller's performance indicators.
  • 6.2 Repeated failures to deliver may result in account restrictions or suspension.

7. Non-Refundable Situations

Refunds may not be granted if:

  • The service was delivered as described and on time;
  • The Buyer changes their mind after delivery;
  • Delays are caused by the Buyer's failure to provide required information;
  • The dispute concerns subjective dissatisfaction not related to the agreed scope.

8. Platform Fees

In approved refund cases, the Buyer is refunded the full amount paid.

Platform service fees are handled in accordance with the Plegz Payment Terms and applicable law.

9. Final Notes

  • Plegz acts as a neutral facilitator and decision-maker in refund disputes.
  • Decisions are made fairly, transparently, and based on documented evidence.
  • This Explainer is designed to provide clarity and confidence to both Buyers and Sellers.

For full legal details, please refer to the Plegz Terms of Service, Buyer and Seller Terms, and Payment Terms.