What's new in this version
Stopping at a sample
On a service that starts with a sample, you can stop once you have seen it: stopping costs 20% of the order price, the maker is paid for the sample out of it, and everything else you paid comes back as wallet credit. The details are in section 10.
This policy says exactly when money comes back to you, and how much. It is part of the terms of service, and the Arabic text is the binding version.
1. Before a maker is assigned
Cancel from the order page and you are refunded in full. Nothing is deducted.
2. After a maker is assigned, before the first delivery passes quality review
Cancel and you are refunded 50% of the price. Of the other half, 20% of the price goes to the maker for the time they have already spent, and e3mel keeps 30%. If you started the order with half, that half already covers the maker's 20% and e3mel's 30%, so cancelling costs you the same and nothing of it is refunded. Before a maker is assigned, your half is refunded in full under section 1. The exact figure is shown before you confirm.
3. After a delivery has passed quality review
Cancellation is handled through support, because work has been produced and checked. Where a cancellation is agreed at this stage, the same split applies: 50% of the price is refunded, 20% goes to the maker and e3mel keeps 30%.
4. Multiple mode
Until directions have been delivered, sections 1 and 2 apply as usual. Once directions have passed quality review, the makers who produced them are owed their concept fee, so a cancellation at that point is handled through support under section 3. Choosing a direction is final and is not a ground for a refund.
5. If we miss the delivery date
If the maker misses their deadline, we reassign the work or refund you in full, your choice. If the work still arrives late and you accept it, 30% of the order price is credited to your e3mel wallet automatically, without you asking. The maker's late fee and e3mel cover that credit between them, never the quality of what you receive. The deadline measured is the one in force at the time: an extension you agreed to, or a revision you asked for, moves it.
6. If the work is not what was agreed
Ask for a revision first: revisions within your brief are included up to the number on the service page, and a defective delivery is corrected at no cost and does not use one up. If that does not resolve it, open a dispute from the order page. Automatic completion pauses while the dispute is open. We review both sides and decide on rework, a partial refund, a full refund or no change, and we tell you the reason.
7. If you do not respond
After 5 working days without a response, with reminders on working days 2 and 4, a delivery on an order paid in full completes automatically and the money is released to the maker. This protects makers from waiting indefinitely. You keep the files.
On an order you started with half, the rest is due at the first delivery to go on (terms, section 6), and the files unlock when you approve. If it is not paid within 7 days after the 5 working days, with reminders, the order closes as a cancellation after the maker started: the half you paid covers the maker's 20% of the price and e3mel's 30%, nothing of it is refunded, and the files are not released. Disputes are opened while you review a delivery; if something is genuinely wrong after that, tell us from the order page and we will look into it.
8. How refunds are paid
Refunds go back to the card or wallet you paid with. Depending on your bank that usually takes 5 to 10 working days. You can ask for e3mel wallet credit instead, which is instant and does not expire. A late-delivery credit under section 5 is always issued to your wallet first; if you would rather have it on your card, ask us through the order page and we will return it there.
9. AI logos
An AI logo from the logo page (terms, section 3) is delivered as soon as it is drawn, so once delivered its price is not refunded. If we cannot draw it, even after one automatic second try, the full price stays in your e3mel wallet as credit you can use on any order, or ask us to pay back under section 11. If you rate a delivered logo two stars or less, you can have it drawn again once, free.
10. Stopping at a sample
On a service that starts with a sample (terms, section 9), you can stop once you have seen the sample instead of going on to the whole project. Stopping costs 20% of the order price: the maker is paid for the sample out of it, and e3mel keeps the rest. Everything else you paid comes back to you as e3mel wallet credit, which you can use on any order or ask us to pay back. Once the whole project has started, the usual rules of this policy apply.
11. What is not refundable
Work you have approved. A change of mind about a direction you chose and confirmed. Work that matches the brief you submitted but that you have since changed your mind about; that is new work, not a refund. Wallet top-ups that have not come from a refund or a credit are refundable to your original payment method on request, less any amount already spent.
12. Questions
Write to us through the contact page at e3mel.com/contact, or from the order page for a specific order.