Payment & Refund Policy

COPIC Payment & Refund Policy

Effective Date: July 1, 2026

1. Purpose

This Payment & Refund Policy ("Policy") explains how payments, platform fees, refunds, disputes, and other payment-related matters are handled on the COPIC platform.

The purpose of this Policy is to ensure that all users understand their financial responsibilities while using COPIC.

This Policy should be read together with COPIC's:

Terms and Conditions

Privacy Policy

Cookie Policy

Acceptable Use Policy

Community Guidelines

Identity Verification Policy

By using the COPIC Platform, users acknowledge that they have read, understood, and agreed to comply with this Policy.

2. Definitions

For the purposes of this Policy:

"COPIC" means the owners, operators, employees, affiliates, contractors, successors, and representatives of the COPIC Platform.

"Platform" means the COPIC website, applications, software, and all related services.

"Client" means a user who posts jobs or hires workers through the Platform.

"Worker" means a user who applies for and performs work through the Platform.

"Service Fee" means any fee charged by COPIC for the use of its services or features.

"Payment" means money exchanged between a client and a worker for completed work.

"Refund" means the return of money previously paid where permitted under this Policy.

"Dispute" means any disagreement relating to payment, job completion, refunds, or other financial matters.

3. COPIC's Role

COPIC is an online marketplace that connects clients with workers.

Unless expressly stated otherwise, COPIC:

does not employ workers;

does not employ clients;

is not a bank;

is not a financial institution;

is not a money transfer service;

is not a payment processor.

COPIC provides a platform that allows users to connect and manage job opportunities.

The agreement regarding work, payment, timelines, and performance is primarily between the client and the worker.

Where COPIC offers administrative assistance in resolving disputes, such assistance does not make COPIC a party to the underlying agreement between users.

4. Payment Process

Clients and workers are responsible for agreeing on payment terms before work begins.

These terms should include:

the agreed amount;

payment method;

expected payment date;

scope of work;

completion requirements.

Clients should not request work without first ensuring that they intend and are able to pay for the agreed services.

Workers should not begin work until they understand and accept the agreed payment terms.

Both parties are encouraged to retain records of their communications and agreements.

5. Direct Payments

At this time, payments between clients and workers are made directly between the parties and not through COPIC unless COPIC officially introduces integrated payment services in the future.

Clients may choose lawful payment methods that are mutually agreed upon, including:

bank transfers;

mobile money services;

cash payments where appropriate;

other lawful payment methods.

COPIC does not process, receive, hold, or transfer these payments.

Users remain solely responsible for ensuring that payment arrangements are completed safely and lawfully.

6. Client Responsibilities

Clients agree to:

pay workers as agreed;

communicate honestly regarding payment;

avoid unreasonable payment delays;

provide accurate payment confirmations;

keep records of completed payments;

comply with all applicable financial laws.

Clients must not:

falsely claim payment has been made;

intentionally delay payment without reasonable justification;

submit forged payment confirmations;

deceive workers regarding payment status;

pressure workers into accepting lower payments after work has been completed unless mutually agreed.

Failure to honour payment obligations may result in Platform restrictions or other enforcement action.

7. Worker Responsibilities

Workers agree to:

complete work honestly and professionally;

communicate any concerns regarding payment promptly;

accurately confirm receipt of payment;

provide truthful information during payment disputes;

retain evidence of completed work where reasonably possible.

Workers must not:

falsely claim that payment has not been received;

request duplicate payments;

manipulate payment records;

use deceptive methods to obtain additional compensation;

threaten clients to obtain payment outside agreed terms.

Workers remain responsible for ensuring that payment information submitted to COPIC is truthful.

8. Platform Service Fees

COPIC may charge Platform service fees for certain services or transactions.

Where fees apply:

they will be disclosed before they become payable;

users will be informed of the amount where reasonably practicable;

applicable taxes may be added where required by law.

Service fees help support:

Platform development;

customer support;

fraud prevention;

account verification;

security improvements;

maintenance and operational costs.

Failure to pay applicable Platform fees may result in restrictions on certain Platform features.

9. Payment Confirmation

Where payment confirmation features are available, users should only confirm payment after verifying that payment has actually been completed.

Clients should only mark a payment as completed when payment has genuinely been made.

Workers should only acknowledge payment after confirming that the agreed amount has been received.

Knowingly submitting false payment confirmations constitutes fraud and may result in immediate suspension or permanent account termination.

10. Payment Records

Users are encouraged to maintain accurate records of:

invoices;

receipts;

bank transfer confirmations;

mobile money confirmations;

communication regarding payment;

completed work;

agreed payment terms.

These records may assist in resolving payment disputes should they arise.

COPIC may request supporting documentation where a payment dispute is reported.

11. Payment Disputes

Where a disagreement arises regarding payment, users are encouraged to communicate respectfully and attempt to resolve the matter directly.

If a dispute cannot be resolved, either party may request administrative assistance from COPIC where such assistance is available.

During a dispute, COPIC may request:

payment evidence;

communication records;

screenshots;

invoices;

work completion evidence;

other relevant documentation.

Failure to cooperate during a payment investigation may affect COPIC's ability to review the dispute.

COPIC reserves the right to restrict accounts while serious payment disputes are under investigation.

12. Fraudulent Payment Activity

COPIC maintains a zero-tolerance policy toward payment fraud.

Fraudulent payment activity includes, but is not limited to:

forged receipts;

altered screenshots;

fake mobile money confirmations;

false bank confirmations;

stolen payment information;

payment impersonation;

identity theft relating to payments;

obtaining services through deception.

Users suspected of payment fraud may have their accounts suspended while investigations are conducted.

Where appropriate, COPIC may cooperate with financial institutions or law enforcement authorities as required by applicable law.

13. Refund Eligibility

COPIC understands that situations may arise where a refund is requested. Refund requests will be considered fairly and reasonably based on the circumstances of each case.

Because payments between clients and workers are generally made directly and outside the COPIC Platform, COPIC cannot guarantee or process refunds for those payments.

Refunds may only be available where:

a Platform service fee has been charged in error;

duplicate Platform fees have been collected;

a technical error caused an incorrect Platform charge;

applicable law requires a refund.

Refund requests should be submitted as soon as reasonably possible after the issue is identified.

COPIC reserves the right to request supporting evidence before reviewing any refund request.

14. Non-Refundable Fees

Unless required by applicable law, the following are generally non-refundable:

Platform service fees already earned;

optional premium features that have already been used;

verification fees after the verification process has commenced;

administrative processing fees;

account reinstatement fees;

promotional purchases already delivered.

Refunds will not normally be provided because:

a user changes their mind;

a user no longer wishes to use the Platform;

a user fails to read Platform policies;

a user violates Platform rules resulting in account restrictions.

Nothing in this section limits any rights users may have under applicable consumer protection laws.

15. Failed or Incomplete Payments

Where a payment fails, is incomplete, or cannot be verified, users should attempt to resolve the issue promptly.

Possible causes may include:

insufficient funds;

incorrect payment details;

banking delays;

mobile money network interruptions;

payment provider errors;

technical failures.

Users should verify payment information before initiating payment.

COPIC is not responsible for delays caused by financial institutions, telecommunications providers, payment service providers, or circumstances beyond its reasonable control.

16. Chargebacks and Payment Reversals

Users should not initiate chargebacks or payment reversals fraudulently.

If a payment is reversed after services have been provided, COPIC may:

investigate the circumstances;

request additional documentation;

temporarily restrict Platform access;

suspend affected accounts while the matter is reviewed.

Fraudulent chargebacks may result in permanent account termination and, where appropriate, referral to the relevant authorities.

17. Taxes

Each user is responsible for understanding and complying with any tax obligations that apply to their activities.

COPIC does not provide tax advice.

Clients and workers are individually responsible for:

reporting taxable income where required;

paying applicable taxes;

complying with national and local tax laws;

maintaining appropriate financial records.

Where applicable law requires COPIC to collect or report certain tax-related information, users agree to provide accurate information when requested.

18. Currency

Unless otherwise stated, payments may be agreed upon in any lawful currency accepted by both parties.

Users should clearly agree on:

the payment currency;

the agreed amount;

any applicable exchange rate;

responsibility for transfer costs where relevant.

COPIC is not responsible for losses resulting from exchange rate fluctuations or currency conversion fees charged by third-party financial institutions.

19. Financial Records

Users are encouraged to maintain accurate financial records relating to their activities on the Platform.

Examples include:

invoices;

receipts;

payment confirmations;

contracts;

communication regarding payment;

completed work records.

Maintaining accurate records assists with:

dispute resolution;

financial reporting;

tax compliance;

fraud investigations.

20. Account Restrictions for Payment Violations

COPIC may restrict or suspend accounts where payment-related misconduct is suspected.

Examples include:

repeated failure to honour payment obligations;

repeated false payment confirmations;

payment fraud;

chargeback abuse;

use of stolen financial information;

repeated attempts to deceive other users regarding payments.

Restrictions may include:

temporary suspension;

removal of Platform features;

cancellation of job listings;

cancellation of applications;

permanent account termination where appropriate.

21. Fraud Prevention Measures

To help protect users, COPIC may implement reasonable fraud prevention measures, including:

manual identity verification;

review of suspicious payment activity;

investigation of unusual account behaviour;

verification of submitted documentation;

temporary account restrictions while investigations are ongoing.

These measures are intended to protect both clients and workers and to maintain trust within the Platform.

22. Limitation of Liability

To the fullest extent permitted by applicable law, COPIC shall not be responsible for:

disputes between clients and workers;

payment failures caused by third-party financial institutions;

banking delays;

mobile money network interruptions;

exchange rate losses;

unauthorized transactions resulting from a user's failure to protect their account;

indirect, incidental, or consequential losses arising from payment arrangements made outside the Platform.

Nothing in this Policy excludes liability that cannot legally be excluded under applicable law.

23. Disclaimer

COPIC provides a marketplace that connects clients and workers.

Unless expressly stated otherwise:

COPIC does not guarantee payment by any client;

COPIC does not guarantee that workers will complete accepted work;

COPIC does not guarantee the financial ability of any user;

COPIC does not guarantee the quality of services provided by users;

COPIC is not responsible for agreements entered into independently between users.

Users enter payment arrangements at their own discretion and risk.

24. Indemnification

Users agree to indemnify and hold harmless COPIC, its owners, employees, contractors, affiliates, and representatives from claims, losses, liabilities, damages, expenses, and legal costs arising from:

misuse of the Platform;

payment fraud;

violation of this Policy;

unlawful financial conduct;

disputes arising from agreements between users;

inaccurate information submitted by the user.

This obligation continues even after an account has been closed where permitted by law.

25. Changes to this Policy

COPIC may update this Payment & Refund Policy from time to time.

Where significant changes are made, COPIC may notify users through:

Platform notifications;

email;

account announcements; or

other reasonable communication methods.

Continued use of the Platform after the effective date of any revised Policy constitutes acceptance of the updated version.

Users are encouraged to review this Policy regularly.

26. Governing Law

This Payment & Refund Policy shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.

Any dispute relating to this Policy shall, where appropriate, be subject to the jurisdiction of the competent courts of Kenya.

Where practical, COPIC encourages users to attempt good-faith discussions before commencing formal legal proceedings.

27. Contact Information

Questions regarding this Policy, payment issues, refund requests, or financial disputes may be submitted through COPIC's official support channels.

Users may contact COPIC by:

submitting a support request through their account;

using the official support page on the Platform; or

emailing COPIC's official support email address once published.

COPIC will make reasonable efforts to respond to legitimate payment-related inquiries within a reasonable timeframe.

28. User Acknowledgement

By creating an account, posting a job, applying for work, making or receiving payments, or otherwise using the COPIC Platform, users acknowledge that they have:

read this Payment & Refund Policy;

understood their rights and responsibilities;

agreed to comply with this Policy;

accepted that payment arrangements between clients and workers are primarily their own responsibility unless COPIC expressly provides integrated payment services.

Failure to comply with this Policy may result in warnings, restrictions, suspension, permanent account termination, or other actions permitted under COPIC's Terms and Conditions and applicable law.

Effective Date

This Payment & Refund Policy is effective from July 1, 2026, and remains in effect until amended or replaced by COPIC.