Shohokari is a marketplace that connects customers with local helpers. What you pay for is a service performed by an independent helper, not a physical product. This policy explains when a payment can be refunded, how long a refund takes, and how long a service should take to be delivered.

1. How payment works on Shohokari

When you accept a helper's offer you may either pay in cash directly to the helper, or pay through Shohokari using our payment gateway. Cash settlement is always allowed, and you never pay a fee on it; for an offer made on or after 6 October 2026, the helper pays Shohokari the service fee on a cash job (see the Terms, section 4). When you pay through Shohokari, the full amount of the accepted offer is collected at checkout, and Shohokari retains a service commission of that amount: 7.5% for an offer made on or after 4 October 2026 (the helper is owed the remaining 92.5%), or 2.5% for an offer made before 4 October 2026 (the helper is owed the remaining 97.5%), even if it is paid later.

For a payment made through Shohokari from 10 October 2026 (00:00, Bangladesh time), we hold the payment and pass it to the helper only once it is released: when you confirm the job is done, or 3 days after the helper marks it done if you have not reported a problem (see the Terms, section 4). Payments made before 10 October 2026 are not held.

2. Service delivery time

Helpers agree a schedule with you directly in chat, and most tasks are arranged for a specific date. Where no date has been agreed, the expected window for a task to be completed after an offer is accepted is:

• Inside Dhaka — within 5 days
• Outside Dhaka — within 10 days

If a helper has not started your task within that window, you may cancel and request a full refund under section 3.

3. When you can get a refund

You are entitled to a full refund of an amount paid through Shohokari where:

• the helper does not start the task within the delivery window above, or by the date you agreed together;
• the helper cancels the task after you have paid;
• you cancel before the helper has begun work;
• you were charged more than once for the same task; or
• you were charged for a task you did not accept an offer on.

A payment that is still held (not yet released to the helper) can be refunded in full where the task is cancelled or a problem you reported is upheld. If you report a problem before the payment is released, it stays held, and we look at what you and the helper send us and decide whether to release it to the helper or refund it to you.

A partial refund may be agreed where a task was started but not finished. The amount is agreed between you and the helper, and Shohokari will process whatever the two of you settle on.

4. When a refund will not be given

A refund will not normally be given where the task has been completed as described and confirmed, where you simply changed your mind after the work was done, or where the request is made more than 30 days after the task was marked complete. Payments made in cash directly to a helper are outside our payment system and cannot be refunded by Shohokari.

5. How to request a refund

Email support@shohokari.com from the address on your Shohokari account, with the task title and the date you paid. We will acknowledge your request within 2 working days and tell you whether it has been approved.

6. How long a refund takes

Once a refund is approved, it is returned to the original payment method used at checkout — the same card, mobile wallet or bank account. Refunds are processed within 7 to 10 working days of approval. Your bank or wallet provider may take a further short period to show the amount in your account.

7. Disputes

If you and the helper disagree about whether work was completed, either of you can open a dispute from the task page. Shohokari records the dispute and reviews the task history. We do not act as a legal mediator between you and the helper, but we will not release funds to a helper while a dispute on that task is open.

8. Changes to this policy

We may update this policy from time to time. The version published on this page is the one that applies to your payment at the time it was made.

9. Contact

Questions about this policy: support@shohokari.com.