Refund Policy

2. Scope of this Policy

This Policy applies to:

• Advance Payments and eligible Final Payments processed through the Tuskers gateway;
• cancellations of Tasks accepted and funded through Tuskers;
• payment errors, duplicate charges and failed or reversed payment situations involving Tuskers;
• requests concerning incomplete, non-performed or unsatisfactory work where Tuskers still controls relevant funds;
• refunds, payment reversals, Provider deductions and recovery actions administered by Tuskers; and
• Tuskers.lk, related subdomains, future Tuskers mobile applications and related payment or support features operated by Tuskers.

This Policy does not apply to money paid directly to a Provider, later private work that was not posted and accepted through Tuskers, or losses that are not a refund of a payment made through Tuskers. Those matters are addressed in sections 22 and 26.

This Policy forms part of the Tuskers Terms and Conditions. Capitalised words have the meanings given in this Policy or the Terms. For cancellation and refund matters, this Policy provides the detailed rules. Transaction-specific information clearly displayed and accepted for a particular Task may supplement this Policy. Applicable law prevails where it grants a right that cannot be excluded or limited.

3. Key definitions

References to a "full refund" mean all refundable Tuskers-collected Task amounts covered by the relevant approval. A full refund remains subject to any third-party gateway, bank or currency-conversion charge that was not returned to Tuskers and cannot lawfully or reasonably be recovered, unless Tuskers chooses to absorb it or applicable law requires otherwise.

4. Tuskers' payment model and control of funds

All amounts displayed or processed by Tuskers are in Sri Lankan rupees (LKR), unless Tuskers clearly states otherwise. Payments may be processed through HNB/CyberSource or another provider identified by Tuskers. Full card numbers and CVVs are sent directly to the gateway and are not received or stored by Tuskers. After accepting an Offer, the customer completes the Advance Payment shown by Tuskers. The Advance Payment may contain:

• Tuskers' Commission; and
• a disclosed Provider Portion that Tuskers holds pending completion, cancellation, refund or dispute handling.

Depending on the option available for the Task, the Final Payment may be processed through Tuskers or paid directly to the Provider. Tuskers can administer a refund only for a payment that went through the Tuskers gateway and remains legally and operationally refundable.

The payment-gateway fee attributable to processing Provider money is borne by the Provider and may be deducted before payout. It is not added to the customer's Task amount unless Tuskers separately discloses a customer charge before payment. This does not mean every gateway, bank or currency-conversion charge is recoverable when a refund occurs; section 20 explains third-party charges.

Payment authorisation is not the same as final settlement. A transaction may be pending, declined, voided, reversed, charged back or investigated. Tuskers may wait for reliable gateway confirmation before confirming a refund, Task status or Provider payout.

5. General refund principles

Every request is assessed on its facts. Reporting a problem does not automatically create a right to a full or partial refund. Tuskers may consider:

• who cancelled and why;
• whether work had started;
• the agreed scope, price basis, milestones, timing and changes;
• work properly completed and value already received;
• materials used and proven Committed Costs;
• whether the Provider was given a reasonable opportunity to correct the problem;
• the conduct, communications and cooperation of both parties;
• photographs, video, documents, receipts, attendance records and other evidence;
• safety, illegality, fraud, misrepresentation or exceptional circumstances;
• whether the payment has settled and whether funds remain held by Tuskers; and
• any mandatory right under applicable law.

The following baseline rules apply:

• Tuskers will not approve a refund greater than the Tuskers-processed amount for the relevant transaction.
• A refund returns an eligible payment amount. It is not compensation for inconvenience, lost profit, lost opportunity, emotional distress, property damage, personal injury, legal expenses or another wider loss.
• Tuskers' Commission is normally non-refundable because it is earned for providing the Platform, introducing the parties, enabling acceptance and administering payment. It may nevertheless be refunded where this Policy expressly provides, where Tuskers approves an exception, or where law requires it.
• Provider money already earned for properly completed work is not normally refundable merely because the customer changes their mind or later prefers a different result outside the agreed scope.
• A party must act honestly, take reasonable steps to reduce avoidable loss and cooperate with Tuskers' review.
• A customer cannot obtain duplicate recovery through a Tuskers refund, a direct Provider repayment, insurance, a chargeback or another source for the same amount.
• Tuskers may pause a payout or maintain a temporary hold while a timely and genuine request is reviewed.

6. Reporting periods and completion status

The Provider should mark a Task complete at handover and must do so no later than 48 hours after finishing the agreed work, unless Tuskers approves a different status because of a technical problem or genuine dispute.

Once the Provider marks the Task complete, the customer has 48 hours to confirm completion or report an immediate completion issue through the available Tuskers channel. If the customer does nothing, Tuskers may treat the Task as complete and release Funds Held for the Provider. Release makes money eligible for the applicable payout cycle; it does not necessarily mean the Provider's bank receives it immediately.

A refund request or Task complaint should be submitted without undue delay and normally within seven calendar days of:

• Task completion;
• cancellation; or
• the date the issue was reasonably first discovered.

The seven-day period is the normal deadline for Tuskers' internal Task and held-funds process. A late request may be more difficult or impossible to resolve because evidence may be unavailable or money may have been released or paid. Tuskers may still consider a late request where there is a credible reason, an issue could not reasonably have been discovered earlier, funds remain recoverable, or applicable law requires consideration. The 48-hour and seven-day periods do not shorten any non-excludable statutory complaint period or prevent a user from contacting a bank, regulator, police, professional body or competent court. Section 27 explains external rights.

7. Before an Offer is accepted or payment is completed

If no Offer has been accepted and no payment has been successfully collected, the customer may generally withdraw or close the Task without needing a refund. An expired, declined or voided authorisation may disappear automatically according to the customer's bank or card issuer.

If the customer's account shows a completed debit despite Tuskers showing the payment as failed, pending, duplicated or cancelled, the customer should contact payments@tuskers.lk with the Task reference, transaction date, amount and a redacted payment record. Tuskers may need to wait for the gateway to determine whether the amount settled, was only reserved, or was automatically reversed.

The customer must not email a full card number, CVV, OTP, password or unrequested identity-document copy.

8. Provider cancellation or No-show before work starts

If the Provider cancels before Work Started, refuses to perform without a valid customer-caused or unavoidable reason, abandons the arrangement before starting, or is confirmed as a No-show, the customer will normally receive a full refund of the refundable amounts collected by Tuskers for that Task.

For this scenario, refunding Tuskers' Commission is an express exception to the normal non-refundable platform-fee rule. The refund may include both Tuskers' Commission and the Provider Portion still controlled by Tuskers, subject to the third-party charge rule in section 20 and applicable law.

Tuskers may verify a claimed No-show by considering the agreed date, time, place or remote channel, reasonable grace periods, attempted contact, notices of delay, travel disruption, emergency evidence and whether the customer supplied access or information needed for attendance. A short delay, genuine rescheduling discussion or customer failure to provide access is not automatically a Provider No-show.

If the Provider's cancellation resulted from the customer's material breach, unsafe or unlawful instructions, failure to provide agreed access or materials, or a material undisclosed condition, Tuskers may apply the customer-cancellation or case-by-case rules instead of treating the Provider as at fault.

If Work Started before the Provider cancelled or abandoned the Task, section 10 applies to the uncompleted portion.

9. Customer cancellation before work starts

If the customer cancels after accepting the Offer and completing the Advance Payment but before Work Started:

• Tuskers' Commission normally remains non-refundable;
• the remaining Provider Portion may be refunded; and
• Tuskers may deduct proven Committed Costs reasonably incurred by the Provider specifically for the Task.

Potential Committed Costs include:

• materials bought for the Task that cannot reasonably be returned, reused or resold;
• a permit, booking, licence or third-party charge incurred specifically for the Task and not recoverable;
• reasonable travel already undertaken for the agreed Task; and
• Task-specific preparatory work that the Offer or later written agreement clearly required before the on-site or visible work began.

The Provider must provide reasonable evidence within the deadline set by Tuskers. A receipt alone does not prove that the cost was necessary, specific to the Task or non-recoverable. Tuskers may consider whether the cost was disclosed, proportionate, authorised, reusable, refundable or avoidable.

General business overhead, ordinary equipment, expected profit, an unsupported cancellation charge, speculative future income, unused labour and costs that the Provider could reasonably recover or mitigate are not normally deductible.

A customer cancellation may include cancellation caused by the customer's change of mind, unavailability, failure to secure access or permission, failure to provide agreed materials or information, or refusal to proceed for a reason not attributable to the Provider.

10. Cancellation after Work Started or partial performance

After Work Started, a refund is limited to the amount reasonably attributable to the uncompleted part of the Task and still refundable under this Policy. Tuskers may deduct or release value for:

• work properly completed;
• completed and usable milestones or deliverables;
• reasonable time worked under an hourly or daily Offer;
• materials supplied, installed, consumed or transferred to the customer;
• proven Committed Costs; and
• another benefit the customer has retained from the Provider's performance.

For a fixed-price Task, Tuskers may use agreed milestones, the accepted scope, the proportion completed, the reasonable value of usable work and the cost of completing the remaining scope. For an hourly or daily Task, Tuskers may use reliable time records, attendance, approved hours or days and evidence of work performed. A quoted percentage is not automatically accepted if it does not reflect the evidence.

Tuskers' Commission normally remains non-refundable after Work Started unless law requires otherwise or Tuskers expressly approves an exception. A refund is generally limited to Provider funds still held or successfully recovered.

If the customer prevents completion, requests work outside scope, withdraws access, fails to supply an agreed dependency or dismisses the Provider without a substantiated performance issue, Tuskers may reduce or decline a refund for the Provider Portion.

If the Provider materially abandons the Task, refuses to complete the agreed scope or performs no usable work after starting, Tuskers may refund a greater part of the Provider Portion still held, based on the evidence and any remedy opportunity that is reasonable in the circumstances.

11. Mutual and unavoidable cancellations

If both parties genuinely agree to cancel, they should record their agreement clearly and promptly tell Tuskers how they propose to allocate any Provider Portion still held. Tuskers may follow a clear and lawful agreement after checking payment status, third-party charges, platform obligations and whether the agreement appears voluntary.

Where cancellation results from an event outside the reasonable control of both parties, Tuskers will assess the matter case-by-case. Examples may include serious illness or injury, natural disaster, severe weather, government restriction, material transport disruption, sudden site inaccessibility, widespread telecommunications failure or another event that makes performance unsafe, unlawful or impracticable.

An unavoidable event does not automatically produce a full refund. Tuskers may consider work completed, materials, Committed Costs, whether rescheduling is practical, which party bears a contractual risk, and funds available. Tuskers' Commission normally remains non-refundable, but Tuskers may refund it in an exceptional case or where law requires.

Both parties must provide reasonable evidence and take practical steps to reduce loss, such as cancelling a recoverable booking or returning unused materials where possible.

12. Incomplete or unsatisfactory work: remedy first

A customer claiming that work is incomplete, defective or materially below the agreed standard must:

• describe the specific issue and identify the part of the accepted scope affected;
• provide reasonably available evidence;
• stop using, changing or allowing another person to alter the disputed work where doing so would unfairly prevent inspection, unless urgent action is needed for safety or to prevent further loss; and
• normally give the Provider one reasonable opportunity to inspect and correct or complete the problem.

A reasonable remedy may involve completing missing work, correcting a defect, replacing an incorrect deliverable, repeating a failed service or agreeing another practical solution. The time, location, urgency, nature of the defect, availability of materials and risk of further damage may affect what is reasonable. The customer does not have to allow a remedy opportunity where Tuskers reasonably considers it inappropriate, including where:

• returning the Provider would create a credible safety or security risk;
• the work or requested remedy is unlawful;
• the Provider engaged in fraud, harassment, violence, serious misconduct or deliberate damage;
• the Provider refuses, cannot be contacted, has abandoned the Task or clearly lacks ability to remedy it;
• an earlier reasonable correction attempt failed;
• urgent third-party work was reasonably necessary to prevent injury or material damage; or
• the nature or deadline of the Task makes correction objectively impracticable.

If a reasonable remedy opportunity is provided and the Provider corrects the issue within the agreed scope, no refund may be due for that corrected part. If the Provider fails or refuses to remedy the issue, or the remedy remains materially deficient, Tuskers may refund all or part of the Provider Portion still held.

Tuskers' Commission remains non-refundable in an incomplete or unsatisfactory-work case unless applicable law requires otherwise or Tuskers expressly approves a refund. Where no service was performed at all because of Provider fault, the Provider-cancellation or non-performance outcome may apply.

13. Quality disagreements and customer-caused issues

Tuskers will compare the result with the accepted Task, Offer, agreed changes and objective evidence. A refund is not normally available merely because:

• the customer changed their preference after agreeing the scope;
• the result meets the agreed scope but does not include extra work that was never accepted;
• dissatisfaction is purely subjective and inconsistent with the agreed reference, specification or reasonable service standard;
• the customer supplied incorrect instructions, unsuitable materials, defective equipment, inaccurate measurements or an inaccessible worksite;
• the customer or another person changed, damaged, used or attempted to repair the work before the Provider could reasonably inspect it;
• a third-party product, system, utility, platform or service outside the Provider's control failed;
• delay was caused by the customer or an unavoidable dependency and did not amount to a material breach; or
• the claimed issue cannot reasonably be verified because evidence was destroyed, withheld or materially altered without good reason.

These factors do not create an automatic refusal. Tuskers will consider whether the Provider warned the customer, exercised reasonable care and skill, followed the agreed scope and could reasonably have prevented the problem.

Normal wear, minor cosmetic variation, a result expressly accepted as experimental, and limitations clearly disclosed before acceptance may be relevant. A Provider cannot rely on a disclaimer to excuse fraud, illegality, dangerous work or a duty that applicable law does not allow the Provider to exclude.

14. Typical refund outcomes

The table gives typical outcomes rather than automatic entitlements. The full Policy, transaction facts and applicable law govern.

15. Evidence required

A refund request should include, where available:

• the Task number or other transaction reference;
• the customer's and Provider's account names;
• the amount, payment date and payment reference;
• the cancellation date or the date the issue was discovered;
• a clear timeline of what happened;
• the requested outcome and calculation;
• the accepted Task description, Offer, milestones and agreed changes;
• photographs, video, files, screenshots or inspection records showing the issue;
• receipts, invoices, time records, material records, travel evidence or third-party cancellation terms;
• relevant Tuskers Task questions and replies; and
• relevant external communications, provided lawfully and with unnecessary personal information removed where possible.

Tuskers may request originals, clearer copies, metadata, an independent report, confirmation from a payment provider, or another reasonable form of proof. The cost of obtaining evidence is normally borne by the party relying on it unless the parties or applicable law provide otherwise.

Evidence must be authentic, complete and not misleading. A user must not edit a record to change its meaning, fabricate a receipt, conceal a material communication, make a false No-show claim or coordinate a false refund request. Tuskers may reject unreliable evidence, restrict Accounts and preserve records for investigation.

Tuskers is not required to accept a party's estimate, invoice or expert opinion without question. It may consider credibility, consistency, independence, contemporaneous records and whether the other party had a reasonable opportunity to respond.

16. How to make a request

17. Review and decision process

After receiving a request, Tuskers may:

• verify the Account, Task, transaction and payment status;
• ask either party for information or evidence by a reasonable deadline;
• give the other party an opportunity to respond;
• recommend or require one reasonable remedy opportunity where appropriate;
• temporarily pause a release or payout;
• compare the request with Platform records, gateway records and the accepted scope;
• consult a payment provider, bank, technical specialist, insurer, authority or professional body where lawful and reasonably necessary;
• approve a full or partial refund, deny the request, divide Funds Held, release funds to the Provider, maintain a temporary hold or take another permitted administrative action; and
• restrict an Account or preserve evidence where fraud, safety, illegality or abuse is suspected.

If a party does not respond by a reasonable deadline, Tuskers may decide using the information available. Silence does not automatically prove the other party's case.

Tuskers may take longer where the matter is complex, evidence is incomplete, a payment has not settled, an external response is needed, safety or fraud is involved, or legal restrictions apply. Tuskers will not promise a result or completion date that depends on a bank, payment network, Provider or authority.

Tuskers may reconsider an administrative outcome if material new evidence becomes available within a reasonable time and funds remain within Tuskers' control. Reconsideration is not guaranteed and does not extend a legal deadline.

18. Nature and limits of Tuskers' decision

Tuskers' refund decision is an administrative decision about Platform status, Accounts and money within Tuskers' control. It does not:

• determine criminal responsibility, professional negligence, property ownership, personal injury or wider legal liability;
• award damages beyond an eligible Tuskers-processed payment;
• make Tuskers the Provider, employer, judge, arbitrator, insurer or guarantor;
• prevent a party from seeking a remedy from the other party, a bank, insurer, regulator, police, professional body or competent court; or
• guarantee that money already released, paid directly or recovered by another party can be returned.

Tuskers may facilitate communication and provide relevant records where lawful and reasonably required. Tuskers is not responsible for representing a party, paying legal costs, enforcing a private settlement or pursuing a Provider on the customer's behalf.

An allocation of Funds Held does not establish the full legal rights or liabilities of the customer or Provider. Either party remains responsible for independently pursuing any claim outside Tuskers' limited process.

19. Approved refund method and timing

An approved refund will normally be returned through the payment gateway to the Original Payment Method. Tuskers will not ordinarily redirect a card refund to another card, bank account, person or Provider.

If the Original Payment Method is closed, expired, unavailable or technically unable to receive the refund, the customer must contact the card issuer or bank first. Tuskers may follow the gateway's required process and may request identity or account verification before using any lawful alternative. Tuskers will never ask for a CVV or OTP to process a refund.

Tuskers will submit an approved refund to the payment gateway within 10 Business Days after the refund is approved and any required verification is complete. Submission to the gateway is not the same as the customer receiving cleared money.

The customer's bank, card issuer, payment network or gateway may take additional time to post the refund. Processing time may be affected by weekends, public holidays, international cards, compliance checks, payment reversals and external system delays. Tuskers does not control that external period.

Where the original transaction was only authorised and not finally settled, the payment provider may void or release the authorisation instead of posting a separate refund. The customer's statement may show the result differently.

Tuskers may notify the customer when submission is complete and may provide an available refund or transaction reference. The customer should use that reference when asking their bank to trace a delayed refund.

20. Gateway, bank and currency-conversion charges

Third-party gateway, bank, card-network, international-payment and currency-conversion charges are excluded from a refund to the extent that:

• the charge was not collected or retained by Tuskers;
• Tuskers does not receive it back when processing the refund; or
• the customer's bank, card issuer or another third party imposed it independently.

The Provider remains responsible for the payment-gateway fee allocated to Provider money under the Terms. Tuskers may deduct or offset that fee from Provider funds, including where a Provider-attributable cancellation or refund causes a gateway cost.

An overseas customer's bank may convert the original LKR charge and the LKR refund using different exchange rates. The customer may therefore receive a different amount in the customer's account currency. Tuskers does not control or compensate for exchange-rate movements or foreign transaction charges imposed by another institution, except where law requires otherwise.

No interest is paid on Funds Held or on an approved refund awaiting external processing.

21. Refunds after Provider release or payout

Once Tuskers has released or paid the relevant Provider money, recovery and refund are not guaranteed. The customer's seven-day complaint period does not reverse a completed payout or require Tuskers to fund a refund from its own money. Where Tuskers approves an amount attributable to the Provider after release or payout, Tuskers may:

• request the Provider to repay the amount;
• deduct or offset it against the Provider's current or future payouts, refunds, credits or other money;
• place the Provider Account into a negative balance or payment-restricted status where the Platform supports it;
• delay another payout while recovery is assessed;
• suspend or restrict the Provider Account for failure to cooperate or repay; and
• take lawful recovery or reporting action where proportionate.

An offset may take place over more than one future payout. Tuskers does not guarantee that the Provider will receive future work or have enough funds to cover the amount. If recovery is unsuccessful, the customer may need to pursue the Provider directly. Tuskers may provide available records and relevant details where lawful, but does not guarantee recovery or compensate the customer for the Provider's inability or refusal to pay.

22. Direct payments are excluded

Tuskers handles only payments made through its gateway. A Final Payment or other amount paid directly by the customer to the Provider is outside Tuskers' possession and control. For a direct payment:

• the customer and Provider are responsible for agreeing the method and confirming the correct recipient;
• both parties should keep receipts, bank records, invoices and their Service Contract;
• Tuskers cannot cancel, reverse, freeze, trace or refund the payment;
• the payment is not covered by Tuskers' held-funds process; and
• any refund must be arranged with the Provider or pursued through the relevant bank, authority or court.

Tuskers may provide available Task and Account records where lawful and reasonably required, but this support does not make Tuskers liable for a direct payment.

Later private work between users that is not posted, accepted and funded through Tuskers is also excluded from this Policy.

23. Chargebacks, reversals and duplicate recovery

A customer should contact payments@tuskers.lk before initiating a chargeback or payment reversal and allow a reasonable opportunity for review, unless urgent action is reasonably necessary to protect a legal right or respond to unauthorised use.

A customer must not make a dishonest, duplicate or misleading chargeback claim for a valid payment. If the customer has already received or accepted a Tuskers refund, Provider repayment, insurance payment or another recovery for the same amount, the customer must disclose it.

If a payment is reversed, charged back, recalled, dishonoured or reported as unauthorised, Tuskers may pause the Task, refund or payout and provide relevant records to the gateway, bank or payment network. Tuskers may contest a claim using Task, acceptance, payment, completion, communication and refund records.

Tuskers may recover an improper duplicate amount, chargeback fee, gateway charge, bank charge and reasonable related loss from the responsible user and may suspend or restrict the Account. This does not prevent a customer from exercising a genuine right to challenge an unauthorised or invalid payment.

24. Fraud, abuse and unlawful requests

Tuskers may pause, deny or reverse a refund process where it reasonably suspects:

• false, altered or fabricated evidence;
• collusion between users to obtain money improperly;
• a false cancellation, No-show or non-performance claim;
• use of stolen or unauthorised payment details;
• duplicate recovery;
• money laundering, sanctions evasion or another unlawful purpose;
• concealment of a direct payment or attempt to avoid Tuskers' required process; or
• threats, harassment or pressure intended to influence a refund outcome.

Tuskers may request further verification, preserve records, restrict Accounts, maintain a lawful hold, report suspicious activity or cooperate with a bank, payment provider, insurer, regulator, police or court.

Tuskers will not process a refund to a different person or payment destination merely because a user requests it. A refund must not be used to transfer money between people or bypass payment-security controls.

25. Provider deductions and amounts owed

Each Provider authorises Tuskers, to the extent permitted by the Terms and law, to deduct or offset from money otherwise payable to that Provider:

• customer refunds attributable to the Provider;
• Provider-borne gateway and disclosed bank charges;
• chargebacks, payment reversals and related external fees;
• amounts previously overpaid;
• amounts the Provider agreed to return;
• losses caused by a dishonest or duplicate claim; and
• another amount the Provider lawfully owes Tuskers under the Terms.

Tuskers may delay a payout during a complaint, fraud investigation, payment reversal, safety review or legal hold. Fortnightly payout timing and the absence of a minimum payout threshold do not override a permitted hold or deduction.

The Provider must cooperate with evidence requests and keep valid payout details. A Provider must not withdraw money, close an Account or create a replacement Account to avoid a known or reasonably anticipated refund, chargeback or debt.

26. Matters that are not refunds

This Policy does not provide compensation for:

• consequential or indirect loss;
• loss of income, profit, opportunity, reputation or data;
• personal injury, property damage or the cost of unrelated replacement work;
• distress, inconvenience or dissatisfaction unrelated to the accepted scope;
• legal, expert, travel or administrative costs incurred in pursuing a complaint; or
• a payment that Tuskers never received.

These exclusions describe the scope of Tuskers' administrative refund process. They do not decide whether the customer or Provider may have a separate legal claim against the other party.

Tuskers' liability and any applicable cap are governed by the Terms and Conditions, subject to rights that cannot legally be excluded. A user seeking wider compensation must pursue the responsible party through an appropriate insurer, regulator, professional body, police process or court.

27. Applicable law and external rights

This Policy and Tuskers' internal refund process are governed by the laws of Sri Lanka. Nothing in this Policy excludes, limits or replaces a consumer right, remedy, complaint period or authority that applicable law does not permit Tuskers to exclude.

Sri Lanka's Consumer Affairs Authority Act, No. 9 of 2003 provides a framework for consumer protection and complaints relating to goods and services. The Consumer Affairs Authority's official complaint information explains how consumers may submit complaints. Tuskers' seven-day internal period does not prevent use of that external process within the applicable statutory period.

Sri Lanka's Special Direction No. 91 for e-commerce requires transparent transaction information, including applicable cancellation, refund and redress information, and states that an opportunity to withdraw from a confirmed e-commerce transaction should be offered where appropriate and practicable. This Policy is intended to provide that transparent information for the Tuskers marketplace model.

Electronic acceptance, transaction records and payment communications may also be governed by the Electronic Transactions Act, No. 19 of 2006, as amended. A user who identifies a genuine electronic input or payment error should notify Tuskers promptly and avoid using or retaining an unintended benefit.

An overseas customer may have mandatory rights under the law of the customer's location that cannot lawfully be excluded. Tuskers does not promise that every foreign consumer regime applies to a Sri Lankan Provider or to Tuskers, but this Policy does not waive a right that legally applies.

Before beginning court proceedings against Tuskers, a user should send a written complaint to complaints@tuskers.lk and allow a reasonable opportunity for a good-faith response, unless urgent relief or another time-sensitive remedy is required. The competent courts of Sri Lanka have jurisdiction as stated in the Terms and Conditions.

28. Changes to this Policy

Tuskers may update this Policy to reflect changes in law, Platform features, payment arrangements, gateway rules, complaint practices or business operations. The current version will show an effective or last-updated date.

Where a change materially affects users, Tuskers will provide reasonable notice through the Platform, Account, email or another appropriate channel. A confirmed Task is generally assessed under the transaction information and policy version in force when the Offer and Advance Payment were accepted, while preserving any later mandatory legal protection.

Tuskers may apply an immediate procedural or protective change where reasonably required by law, safety, fraud prevention, payment-provider rules or security, provided accrued rights are preserved where required.

29. Contact Tuskers

Do not send passwords, OTPs, CVVs, full card details or unrequested identity-document copies by ordinary email. Tuskers may direct a user to a safer submission method where sensitive evidence is necessary.

30. Document information

Document owner:

Tuskers Digital Services (Private) Limited

Effective date:

4 August 2026

Last updated:

4 August 2026

Language:

English