Refund & Dispute Resolution Policy

Zwaya Jobs is committed to maintaining fair, transparent, and responsible practices in relation to payments, refunds, complaints, and disputes arising from the use of its digital platform.

As a platform connecting job seekers, professionals, freelancers, employers, and businesses, we recognise the importance of clearly communicating payment conditions and providing appropriate procedures for addressing concerns.

This Refund & Dispute Resolution Policy (“Policy”) explains the principles governing refund requests, subscription cancellations, billing disputes, payment-related complaints, and disagreements involving services accessed through Zwaya Jobs.

Our objectives are to promote fair treatment, reduce misunderstandings, protect legitimate contractual rights, and encourage the timely and proportionate resolution of disputes.

This Policy should be read together with the Zwaya Jobs Terms & Conditions, Privacy Policy, User Conduct Policy, and any additional terms presented at the time of purchase.

Nothing in this Policy excludes or limits refund rights, consumer protections, or legal remedies that cannot lawfully be waived.

This Policy applies to payments made to Zwaya Jobs for services offered directly by the Company and to relevant complaints arising from the use of the Platform.

Depending on availability, these services may include:

• Employer subscriptions and recruitment packages.
• Paid job advertisements and promoted listings.
• Candidate search or other recruitment-related services.
• Advertising and business promotional services.
• Professional development or training services sold directly by Zwaya Jobs.
• Other paid digital services expressly offered by the Company.

This Policy also explains how Zwaya Jobs may address complaints involving independent users or third-party service providers.

Transactions concluded directly between independent users are not automatically subject to Zwaya Jobs' refund obligations.

Where a separate written agreement or service-specific purchase condition applies, it will govern the relevant transaction to the extent permitted by applicable law.

Zwaya Jobs aims to provide clear information about the material conditions of paid services before users complete a purchase.

Relevant information should include, where applicable:

• The service or package being purchased.
• The applicable price and currency.
• The principal features and service limitations.
• The billing period or duration of access.
• Whether the payment is one-time or recurring.
• Any automatic renewal arrangements.
• Applicable cancellation conditions.
• Material refund restrictions.
• Taxes, mandatory fees, or additional charges.
• The identity of the contracting service provider where relevant.

Users are encouraged to review the purchase information and applicable terms before confirming payment.

Zwaya Jobs will not knowingly impose undisclosed mandatory charges.

Where purchase-specific terms differ from the general provisions of this Policy, the relevant terms must be communicated appropriately and remain subject to mandatory legal protections.

Payments for Zwaya Jobs services are processed through third-party payment service providers.

Depending on the payment method, users may be required to provide payment information directly to the relevant provider.

Payment processing may be subject to the provider's own terms, security procedures, verification requirements, and processing timelines.

Zwaya Jobs does not guarantee that every payment method will be available in every jurisdiction.

A payment may be declined, delayed, reversed, or subject to additional verification by the payment provider or issuing financial institution.

Users should not make payments to unofficial accounts or individuals claiming to represent Zwaya Jobs unless the payment instructions have been confirmed through an authorised Company channel.

Where a payment concern arises, Zwaya Jobs may coordinate with the relevant provider to the extent reasonably possible and appropriate.

Refund eligibility depends on the nature of the purchased service, the applicable purchase conditions, the status of service delivery, the circumstances of the request, and relevant legal requirements.

Zwaya Jobs does not apply a universal guarantee that every paid service is refundable.

Equally, a service described as non-refundable does not eliminate rights that users may have under mandatory law or where a refund is otherwise legally required.

Refund requests will be assessed according to relevant circumstances, including:

• Whether the service was provided as described.
• Whether access to the purchased service was made available.
• Whether a material technical failure prevented service delivery.
• Whether the payment was duplicated or made in error.
• Whether the transaction was authorised.
• Whether the service was cancelled before delivery or activation.
• Whether the user materially breached applicable terms.
• Any specific refund conditions disclosed before purchase.

Where a refund is approved, the amount may be full or partial, depending on the applicable legal and contractual basis.

Employer subscriptions and recruitment packages may provide access to specified Platform features for a defined period or under other stated commercial conditions.

The applicable package description should explain the services included, the subscription duration, and any relevant usage limitations.

Where a subscription provides immediate access to digital services, refund eligibility may depend on the applicable purchase terms, the extent of service delivery, and mandatory legal requirements.

A decision not to use an available subscription does not automatically establish entitlement to a refund.

However, users may be entitled to an appropriate remedy where the purchased service was materially misrepresented, unavailable, or not supplied as contractually required.

Refund requests concerning subscriptions will be considered according to the relevant purchase conditions and applicable law.

Where Zwaya Jobs offers automatically renewing subscriptions, the renewal arrangement, billing frequency, and cancellation conditions must be disclosed before purchase.

The cancellation method will be explained in the relevant subscription terms or purchase information.

Unless the applicable purchase terms or mandatory law provide otherwise, cancellation of a recurring subscription prevents future renewal charges but does not automatically reverse charges already validly incurred.

Access to paid features following cancellation will depend on the relevant subscription conditions.

Where an automatic renewal charge occurs contrary to the agreed subscription terms or applicable law, the user may request review and an appropriate remedy.

Zwaya Jobs will not represent a subscription as automatically renewing unless such functionality has been implemented and disclosed.

Employers may purchase paid job advertisements, featured listings, promotional visibility, or similar services where available.

The relevant purchase information should explain the nature of the service, its duration, and any material limitations.

Where a promotional service has already been delivered as agreed, a refund will not ordinarily be due solely because the advertisement did not generate a particular number of views, applications, interviews, or successful hires.

Zwaya Jobs does not guarantee recruitment results unless a specific written agreement expressly provides otherwise.

Where a paid advertisement was not published, materially failed to operate, or was not delivered as agreed, the Company will assess an appropriate remedy.

Depending on the circumstances, this may include correcting the service, extending its duration, providing an agreed replacement, or issuing a partial or full refund.

Removal of an advertisement because of a material violation of Platform rules may affect refund eligibility, subject to applicable law and the relevant purchase conditions.

Paid recruitment-related features may include access to candidate search tools, professional profiles, or other services expressly identified in the applicable package.

Payment for access to recruitment tools does not guarantee the availability of a particular candidate, a response from a job seeker, or a successful employment outcome.

Where the purchased functionality is available and delivered in accordance with its description, dissatisfaction with independent recruitment outcomes does not, by itself, establish entitlement to a refund.

If the relevant service is materially unavailable or not provided as agreed, the user may submit a refund or service-remedy request.

Candidate information must be accessed and used in accordance with the Privacy Policy, User Conduct Policy, and applicable law.

Where training, courses, educational materials, or professional development services are offered through Zwaya Jobs, the applicable purchase conditions should identify the provider and explain material refund or cancellation terms.

Refund eligibility may depend on whether the service is:

• Provided directly by Zwaya Jobs.
• Supplied by an independent training provider.
• Delivered through live instruction.
• Provided as prerecorded or downloadable digital content.
• Scheduled for a particular date.
• Already accessed, commenced, or completed.

Where Zwaya Jobs acts only as a platform connecting users with an independent provider, the provider's contractual obligations may govern the refund request.

Any legally required cancellation, withdrawal, or refund rights remain applicable.

Course participation does not guarantee employment, professional accreditation, or recognition of a qualification unless expressly and lawfully represented.

Where the Platform facilitates freelance connections, freelancers and clients may enter into independent agreements concerning services, deliverables, payment, and performance.

Unless Zwaya Jobs expressly agrees to act as a contracting party or provide a defined payment-management service, the Company is not responsible for refunding payments made directly between independent users.

Disputes may involve:

• Unpaid freelance fees.
• Delayed or incomplete deliverables.
• Disagreement over project scope.
• Alleged failure to meet contractual requirements.
• Intellectual property ownership.
• Cancellation of independently agreed services.

The contracting parties are primarily responsible for resolving such matters under their agreement and applicable law.

Zwaya Jobs may review credible reports of fraud, abuse, or Platform policy violations and take appropriate action concerning Platform access.

Such action does not constitute a guarantee of reimbursement or a binding determination of contractual liability.

Users who believe they have been charged incorrectly should contact Zwaya Jobs promptly.

Examples may include:

• Duplicate payments.
• Charges for services not ordered.
• Incorrect billing amounts.
• Charges made after a valid cancellation.
• Transactions that the user does not recognise.
• Payment confirmation without corresponding service activation.

Zwaya Jobs may request relevant transaction information to investigate the concern.

Where an incorrect charge is confirmed and the Company is responsible for the charge, an appropriate correction or refund will be arranged.

Users who suspect an unauthorised payment should also contact their payment provider or issuing bank promptly to protect their payment account and preserve any applicable dispute rights.

Users may submit a refund request by contacting:

Email

info@zwayajobs.com

To assist with the review, the request should include, where available:

• The name associated with the account.
• The registered email address.
• The purchased service or package.
• The payment date.
• The transaction or invoice reference.
• The amount and currency paid.
• A clear explanation of the refund request.
• Relevant supporting documentation.

Users should not send complete payment card numbers, security codes, passwords, or other unnecessary sensitive information by email.

Zwaya Jobs may request additional information reasonably necessary to verify the transaction and assess the request.

Refund requests should be submitted within any applicable contractual or statutory period.

No provision of this Policy shortens a mandatory legal deadline for asserting refund or consumer rights.

Zwaya Jobs will assess refund requests in light of the relevant purchase conditions, available transaction records, the nature of the service, and applicable law.

The review may involve:

• Confirming the payment and service purchased.
• Checking whether the service was activated or delivered.
• Reviewing any reported technical problem.
• Assessing the applicable cancellation conditions.
• Requesting clarification from the user.
• Coordinating with the payment provider where necessary.
• Determining whether a refund, correction, replacement, or other remedy is appropriate.

Where a refund is declined, Zwaya Jobs aims to provide a reasonable explanation of the decision.

The Company will handle requests within a reasonable period, subject to any mandatory statutory deadlines.

No specific review period is guaranteed unless separately published or contractually agreed.

Where a refund is approved, Zwaya Jobs will arrange the relevant transaction through an appropriate authorised payment channel.

Refunds will ordinarily be directed to the original payment method where technically possible and legally appropriate.

Alternative arrangements may be necessary where the original payment method is unavailable or the payment provider imposes relevant restrictions.

The time required for funds to appear in the user's account may depend on the payment provider, issuing bank, payment method, and applicable financial procedures.

Where a partial refund is appropriate, the amount will be determined according to the relevant contractual and legal basis.

Currency conversion differences, intermediary bank charges, and other external payment costs will be handled according to applicable law and the relevant transaction conditions.

Zwaya Jobs will not require users to pay unofficial charges to obtain an approved refund.

Users may have rights to dispute transactions directly with their bank, card issuer, or payment provider.

Nothing in this Policy prevents users from exercising those rights.

Where a chargeback or payment dispute is initiated, Zwaya Jobs may provide relevant transaction records and service information to the authorised payment provider in accordance with applicable law and the Privacy Policy.

Users are encouraged to provide accurate information when submitting payment disputes.

Knowingly making fraudulent payment claims or misrepresenting transactions may constitute a violation of Platform policies and applicable law.

Zwaya Jobs will not penalise a user merely for exercising a legitimate statutory or payment-provider dispute right.

Where a chargeback and direct refund request concern the same transaction, the Company may coordinate the processes to prevent duplicate reimbursement.

Zwaya Jobs aims to address complaints fairly, professionally, and proportionately.

A dispute may concern:

• Charges or subscription conditions.
• Failure to deliver a purchased service.
• Account restrictions affecting paid access.
• Misleading job advertisements.
• Alleged misuse of candidate information.
• Fraudulent recruitment conduct.
• Intellectual property concerns.
• Freelance or other user-to-user disagreements.
• Other matters arising from Platform services.

The procedure applied will depend on the nature of the complaint, the parties involved, and the relevant legal or contractual obligations.

Zwaya Jobs may distinguish between disputes concerning its own services and disputes arising independently between Platform users.

Users should ordinarily contact Zwaya Jobs through the official support email before seeking an informal resolution of a complaint involving the Company's services.

Email

info@zwayajobs.com

A complaint should identify the relevant service or transaction, explain the issue, and state the outcome requested.

Where appropriate, Zwaya Jobs may:

• Acknowledge the concern.
• Request additional information.
• Review relevant Platform records.
• Seek clarification from the parties involved.
• Explain the applicable policy or contractual terms.
• Propose a practical resolution.
• Refer the matter to an appropriate internal representative.

This process is intended to encourage constructive resolution and does not prevent users from exercising rights that may be pursued directly under applicable law.

Zwaya Jobs may receive complaints involving employers, job seekers, freelancers, clients, or other independent users.

Where the dispute concerns an agreement between independent parties, Zwaya Jobs will not automatically assume responsibility for contractual performance or payment.

The Company may consider information relevant to possible violations of its Platform rules.

Depending on the circumstances, it may:

• Request supporting information.
• Review content or activity within its lawful control.
• Restrict misleading or prohibited content.
• Issue warnings or account restrictions.
• Encourage the parties to communicate through appropriate channels.
• Refer suspected unlawful activity to competent authorities where required or appropriate.

Zwaya Jobs is not a court, arbitration institution, or guaranteed mediation service.

Unless a separate agreement expressly establishes such a role, the Company does not issue binding decisions determining private contractual rights between independent users.

Complaints involving suspected fraud, bribery, identity misuse, unlawful recruitment fees, harassment, or other serious misconduct may require additional review.

Zwaya Jobs may take proportionate protective action where credible information indicates a risk to users, Platform security, or lawful operations.

Such action may include restricting content, suspending access, requesting verification, or reporting relevant conduct to competent authorities.

The Company will consider applicable legal obligations, available evidence, confidentiality, and the rights of affected parties.

Reports of misconduct will also be assessed under the User Conduct Policy, Account & Security Policy, and Transparency & Anti-Corruption Policy, as relevant.

Zwaya Jobs aims to handle complaints and disputes fairly and with appropriate discretion.

Information submitted during a complaint or refund review will be processed in accordance with the Privacy Policy and applicable law.

Relevant information may be shared with payment providers, professional advisers, competent authorities, or other parties where necessary and legally permitted.

The Company will not disclose confidential information solely because a complainant requests it.

Users must not submit unlawfully obtained information or use the complaints process to harass, threaten, or intimidate others.

Good-faith complaints will not, by themselves, constitute grounds for retaliation by persons acting on behalf of Zwaya Jobs.

A user who disagrees with a refund or complaint decision may request reconsideration by providing relevant additional information or identifying a material error in the initial assessment.

Requests should be sent to:

Email

info@zwayajobs.com

Zwaya Jobs may review the request according to the circumstances and any applicable legal requirements.

A request for reconsideration does not guarantee a different outcome.

Where a dispute cannot be resolved through the Company's internal process, the parties may pursue available legal remedies or other dispute-resolution mechanisms recognised by applicable law.

The internal complaint procedure does not remove or restrict mandatory rights of access to courts, regulators, or other competent bodies.

This Policy is governed by the applicable laws of the Republic of Iraq, subject to mandatory legal protections that may apply in other jurisdictions.

Unless mandatory law requires otherwise or a valid written agreement provides an applicable alternative, disputes concerning Zwaya Jobs' own services may be submitted to the competent courts of Baghdad, Iraq.

Nothing in this provision prevents a consumer or other protected party from exercising non-waivable rights concerning jurisdiction, remedies, or dispute resolution under applicable law.

Independent agreements between employers, freelancers, clients, or other users may be governed by their own contractual terms and applicable legal rules.

Zwaya Jobs does not automatically become a party to such agreements.

This Policy does not guarantee that every complaint will result in a refund, compensation, or a particular dispute-resolution outcome.

Zwaya Jobs is responsible for its own contractual and legal obligations but does not automatically assume responsibility for the independent actions or agreements of Platform users.

Nothing in this Policy excludes liability that cannot lawfully be excluded, including liability arising from fraud, intentional misconduct, or other circumstances protected by mandatory law.

Any limitation of liability must be interpreted consistently with the Terms & Conditions and applicable legal requirements.

Where this Policy conflicts with mandatory consumer protection or other applicable law, the mandatory legal provision will prevail.

Zwaya Jobs may review and update this Policy to reflect changes in services, payment arrangements, commercial practices, applicable law, or relevant operational procedures.

The latest version will be published on the Zwaya Jobs website with its effective or revision date.

Material changes affecting users' rights or obligations will be communicated where required by applicable law.

Unless lawfully agreed otherwise, changes will not retroactively remove refund or contractual rights already acquired under the conditions applicable to an earlier purchase.

For refund requests, billing concerns, complaints, or disputes involving Zwaya Jobs services, please contact:

Brand

ZWAYA JOBS

Operating Company

ZWAYA AL IRAQ FOR ONLINE SERVICES, ONLINE MARKETING, ADVERTISING AND PUBLICITY LLC

Company Registration Number

M.Sh.A. - 2 -3285

Address

Baghdad, Iraq

Website

www.zwayajobs.com

Email

info@zwayajobs.com

Zwaya Jobs is committed to fair commercial practices, transparent payment conditions, and responsible handling of complaints and disputes.