Cancellation & Refund Policy
Last updated: 30 September 2026
When your money comes back, and how. The general rule: Esna holds the payment, so a refund is a platform decision — you never have to chase anyone.
Within one day of paying
Within one day of paying, and as long as the order has not been delivered, you can cancel the order from its page and get a full refund. After that: on fully paid orders the maker can cancel from their side before delivery, so talk to them in the thread — or email Esna's support.
Advance orders
If the order is on a 50% advance, you have one day from payment to cancel directly as long as the order has not been delivered, and the advance is not transferred to the maker until that day has passed or the order is delivered — whichever comes first. After that, cancellation goes through Esna's support by email.
If you do not pay
If you do not pay within 3 days of accepting a quote, the order cancels itself and you owe nothing.
Delay
After one day of grace from the agreed date, a penalty of 2% of the accepted quote price (before VAT) counts per late day, up to 20% — deducted from the maker's payout and returned to you.
Not received, or not as ordered
«Not received» sends the order back into progress the first time. Repeating it, or «not as ordered», opens a dispute in which Esna decides: a full refund, a partial refund, or payment to the maker.
How a refund is paid
Refunds go back to the original payment method and usually appear within up to 14 business days, depending on the issuing bank. When the payment gateway cannot process a refund, Esna returns it by bank transfer in coordination with you.
Where penalties come from
On advance orders the penalty is deducted first from the balance you still owe, and anything beyond that is returned to you from the funds Esna holds for the order. On fully paid orders it comes out of the amount Esna holds.
Contact
Cancellation and refund requests and questions: esna.platform@gmail.com.