Refund & Cancellation Policy

Table of Contents

Bulletproof Financial Security

Last Updated: September 2026

At PenPost, our entire managed marketplace is built on a foundation of absolute trust and financial security. We recognize that high-ticket B2B and premium lifestyle projects involve significant capital. Our pioneering 10% Escrow Shield is specifically engineered to protect your fortune and eliminate the financial anxiety associated with hiring professionals.

This policy clearly outlines the terms under which your 10% booking token is held, refunded, or forfeited, ensuring a transparent and fair ecosystem for both our high-intent clients and our elite network of professionals.

1. The Scope of the 10% Escrow Shield

It is critical to understand the financial structure of a PenPost transaction:

To book a verified expert, the Client pays a 10% token amount via our secure payment gateway.
PenPost holds this 10% in escrow. It is not immediately transferred to the Expert.
The remaining 90% (or negotiated milestone payments) is handled directly between the Client and the Expert. Therefore, this Refund & Cancellation Policy applies exclusively to the 10% token held in the PenPost Escrow Shield.

2. Cancellation by the Client

We provide flexibility for our Clients, balanced with respect for our authentic professionals’ time and resource allocation.

Grace Period (100% Refundable): If you cancel your booking within 24 hours of paying the 10% token, AND the verified Expert has not yet commenced project planning, resource allocation, or travel to your site, your 10% token is fully refundable.
Post-Commencement Cancellation (Non-Refundable): If you choose to cancel the project after the 24-hour grace period, or after the Expert has officially initiated work (e.g., drafting legal frameworks, writing code, or dispatching materials), the 10% token is forfeited. It will be released to the Expert to compensate them for their reserved time and lost opportunities.

3. Cancellation or Default by the Verified Expert

Your capital is never at risk due to an expert’s failure to deliver.

Zero-Risk Guarantee (100% Refundable): If the assigned elite professional fails to commence the project, cancels the booking unexpectedly, or fails to meet the initially agreed-upon starting requirements, your 10% token is immediately and 100% fully refunded.
Expert Accountability: In the rare event of an Expert default, PenPost not only refunds your money but also initiates a strict internal audit of the professional, which may result in their permanent removal from our exclusive network.

4. The Dispute Resolution Process

We do not leave you to argue with vendors. PenPost acts as a secure mediator in the event of a disagreement regarding the project commencement.

If a dispute arises over whether work has officially started, or if the initial deliverables do not match the agreed-upon scope, the 10% token remains locked in the Escrow Shield.
Our dedicated Concierge Team will review the communication history and project scope.
If we determine the verified Expert failed to uphold their professional standard during the onboarding phase, the 10% token is returned to the Client.

5. Refund Processing Timelines

Once a refund is approved (either due to a valid Client cancellation or an Expert default), the funds are immediately released from the PenPost Escrow Shield.
The credited amount will reflect in your original method of payment (Credit Card, UPI, or Net Banking) within 5 to 7 business days, depending on your bank’s processing times.

6. Exceptions & Force Majeure

Neither the Client nor the Expert shall be penalized for cancellations arising from extreme, unforeseeable circumstances (Force Majeure) such as natural disasters, government lockdowns, or severe regional disruptions. In such authenticated cases, PenPost will ensure a seamless 100% refund of the escrow token to the Client.