Refund policy

This document describes the conditions for refunding amounts paid for Makonkey Platform services, including listing-promotion fees, agency tariffs and escrow transactions.

1. Scope

This Refund Policy applies to all Makonkey paid services: — paid listing promotion (top-of-feed placement, colour highlight, «Top» badge); — agency and developer tariffs (extended limits, white-label, analytics); — escrow services (secure sale and rental transactions); — add-on services (document review, legal consultation, property valuation); — premium notification subscription.

This Policy does not apply to payments made to third parties (banks, insurers, sellers) — refunds for those are governed by the agreements with those companies.

2. When refunds are possible

Refunds are available in the following cases: — the service was not actually provided due to our fault (technical failure, mistaken suspension); — the service was provided with a material defect we could not fix within 7 days; — double charge (technical error by the payment system); — cancellation during the «cooling-off» window (see below); — breach by the Platform of escrow obligations.

For escrow transactions, additional provisions on holding funds during a dispute apply — see the «Escrow protection» section.

3. Escrow protection

The escrow service — secure sale and rental transactions via Click/Payme — works as follows: 1. The buyer / tenant transfers the amount to a dedicated Platform account. 2. Funds are held until both parties confirm the transaction or the waiting period expires. 3. On confirmation — funds are transferred to the seller minus the Platform commission. 4. On dispute — funds are held until resolved by a Platform arbiter or a court.

If the transaction did not take place due to the seller's fault (failed to provide documents, property does not match the listing), funds are refunded to the buyer in full, including the commission.

If the transaction is cancelled due to the buyer's fault — the Platform commission is retained, the remainder refunded. Details are in the escrow agreement you sign when initiating the transaction.

4. Dispute window

A refund claim must be submitted within the following periods: — for paid promotion — within 14 calendar days of the charge; — for agency tariffs — within 30 days of the charge; — for escrow transactions — within 7 days of property hand-over or the expected hand-over date (if the property was not handed over); — for double charges and technical errors — within 90 days.

Claims submitted later are considered at the Platform's discretion. Submitting after the deadline only makes sense for valid reasons (illness, business trip) with supporting documents.

5. How to request a refund

1. Send a request to refunds@makonkey.uz or via the «Support» section in your account. 2. Include: date and amount of the charge, order/transaction number, reason for refund; attach supporting documents (screenshots, receipts, correspondence). 3. We review requests within 10 business days. If additional documents are needed, we will request them — this extends the review period. 4. We send a written response with the outcome: approval, rejection, or a counter-offer (partial refund, service replacement). 5. On approval, funds are returned to the same payment card / account used for the original payment.

6. Fees and deductions

The following are deducted on a refund: — payment-system fee (Click/Payme) — 0.5–1.5% of the refunded amount; — Platform commission for the portion of the service already delivered (if applicable).

Example: you paid 100,000 soum for a month of promotion; after 10 days you requested a refund. Calculation: refund = (100,000 − 33,333 for 10 days of delivered service − payment-system fee ~ 1,000) ≈ 65,000 soum.

For cancellation within the «cooling-off» window (24 hours after payment, service not yet activated) — full amount minus the payment-system fee.

7. Refund timeframes

Refund duration depends on the payment method: — Click — 1–3 business days; — Payme — 1–5 business days; — Bank card (Uzcard, Humo) — 5–15 business days (depends on the issuing bank); — Corporate transfers — 10–30 business days.

The timer starts from when we initiate the refund with the payment system (you will receive a corresponding notification). The rest depends on your bank.

8. Non-refundable services

Not eligible for refund: — services fully delivered and accepted without complaint; — listing promotion if views have been counted (e.g. 500+ card impressions); — one-off services delivered by third parties through the Platform (document review by a partner lawyer after it was actually completed); — services cancelled by the user without objective reason and outside the cooling-off period; — services terminated due to user violations of the terms (fraud, fake listings, moderation breaches).

This does not remove the right to appeal via the «Dispute resolution» section of the Terms.