Hatly Refund Policy

1. Overview

Hatly operates as a platform that connects shoppers with travelers for delivery services. All payments made by shoppers are securely held until the delivery process is completed.

2. Payment Holding

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  When a shopper confirms a shipment request, the full amount (including traveler reward and Hatly fees) is charged and held securely.
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  Funds are not released to the traveler until successful delivery is confirmed.

3. Refund Eligibility

a. Full Refund Cases (100%)

A shopper is eligible for a full refund if:

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  The traveler fails to deliver the shipment
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  The traveler cancels the trip or delivery
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  The shipment request is not accepted by any traveler
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  The delivery is not completed within the agreed timeframe

b. Partial Refund Cases

A partial refund may be issued if:

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  The shipment is delivered late (based on agreed conditions)
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  There is a minor issue with the delivery (subject to review)

c. No Refund Cases

Refunds will not be issued if:

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  The shopper confirms delivery by entering the PIN code
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  The shipment matches the agreed description and is successfully delivered
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  The issue arises due to incorrect information provided by the shopper

4. PIN Code Confirmation

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  The PIN code is considered final confirmation of successful delivery
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  Once the PIN is entered, funds are released to the traveler and the transaction is non-reversible

5. Dispute & Support

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  If there is an issue, either party can submit a support request through the platform
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  Hatly will review the case and may request evidence (messages, photos, etc.)
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  Hatly reserves the right to make the final decision on refunds

6. Processing Time

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  Approved refunds are processed within 5–10 business days
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  Processing time may vary depending on the payment provider (e.g., Stripe)

7. Fees

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  Platform fees may be non-refundable in certain cases (e.g., completed services or operational costs)
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  Any applicable deductions will be clearly communicated

8. Fraud & Abuse

Hatly reserves the right to deny refunds in cases of fraud, abuse, or violation of terms.

9. Policy Updates

Hatly may update this Refund Policy at any time. Users will be notified of significant changes.

Contact Us

If you have questions or concerns about this Refund Policy, please contact us at:

• Email: support@hatly.tech
• Website: www.hatly.tech