Policy & terms

The offer

Before any payment you get a written offer stating what we will make, how long it takes, what it includes and what it doesn’t.

• The amount in the offer is what you pay.
• Every service includes two revisions in its price. Anything beyond the offer’s scope is an extra request, done only with your approval (see “Extra requests and costs”).

Payment

• You pay the full amount up front. Paying is your final confirmation of the order.
• Once the details are agreed, the payment link reaches you in New Step’s official WhatsApp chat. Every link is new and made for your order: never pay a link that didn’t come from us.
• An order counts as paid when the payment system confirms it. A screenshot is not proof of payment, and work never starts before payment is confirmed.
• An order that isn’t paid within 7 days of its link is cancelled and the link stops working.

Working hours and timing

• We take orders every day from 10:00 to midnight (Baghdad time), except Fridays and official holidays.
• An order completed before 16:00 starts counting the same day; after 16:00 it starts on the next working day.
• Force majeure and circumstances beyond our control don’t count toward the delivery time.

Start and late materials

We start when two things are true: payment is confirmed, and all the information and materials we need have arrived (the brief and files).

• If information or materials from your side are late, the clock stops until they’re complete, then restarts, and the delivery date moves accordingly.

Changing order details after payment

• You have 6 hours from confirming and paying to review and change the information, directions and materials you sent, as long as the change stays within the service’s scope and doesn’t fundamentally change the idea or requirements or add time or cost.
• If you change something within those 6 hours and the freelancer hasn’t started yet, it doesn’t count as one of the service’s two included revisions. If work has started, it counts as one.
• After 6 hours your inputs become the final basis for the work. Any change that widens the scope or adds time or cost is an extra request.

Swapping and cancelling

• An order can’t be cancelled once it is confirmed and paid.
• Within one hour of confirming, you can swap your order for one of the same or higher value. If it’s higher, you pay the difference before work starts; if it’s lower, the difference isn’t refunded.
• Small changes to the details of the same service fall under “Changing order details after payment” and its 6-hour window.

Revisions after delivery

• Every service includes two revisions in its price.
• Ask for revisions within 48 hours of receiving the work. After that, the revisions included in the order expire.
• Ask in the same WhatsApp chat and say exactly what should change. We check that it’s within the allowed revisions and the service’s scope, then send it to production.
• After you ask for a revision, you have 6 hours to add to it or replace it with other changes, as long as the freelancer hasn’t started on it yet. It all counts as one revision.
• A revision must relate to the delivered work and the information you gave, and not be a fundamental change. Rebuilding the work or changing the idea or scope is an extra request.
• Each revision takes 12 to 72 hours depending on the service and its size; we tell you the time when we receive it. The clock starts once all the revision details are in.

If the mistake is ours

• If the work has a mistake or doesn’t match the information you approved, we fix it or redo the affected part, and it doesn’t count as one of your revisions.
• If the work matches your inputs and you want it changed because you changed your mind, the idea or the requirements, it counts as a revision or an extra request, depending on the size of the change.

Extra requests and costs

• Anything beyond the service’s scope is an extra request: more outputs than agreed, revisions after the two included ones, or a fundamental change to the idea or requirements after the order is approved.
• Some orders need extra costs for resources, services or special requirements the service doesn’t include.
• Before anything extra we tell you on WhatsApp what it is, why, what it costs and how long it takes. We do it only after you approve and pay, at New Step’s published prices and rules.

Quality and delivery

• Every piece is checked internally against the brief and the service’s requirements before it reaches you.
• We deliver in New Step’s official WhatsApp chat, in each service’s set format and within its scope. An order counts as delivered when we send the final outputs; the 48-hour revision window starts then.
• We guarantee to keep your order’s files for at least 90 days after delivery, so keep your own copy. Want them deleted sooner? Ask us on WhatsApp.

Source files

• We deliver the final outputs the service includes. Source or editable files are delivered only when the service details say so.
• If you want them as an extra, we tell you the cost and time before we start.

Refunds

• An order can’t be refunded once it is confirmed and paid; the payment is for the order and services you chose.
• To change your order, use “Swapping and cancelling”.
• There is no refund for a change of mind or for not wanting to continue once work has started.

Communication

• Our Support team is your only point of contact, in New Step’s official WhatsApp chat.
• The specialists who make your work never contact you directly and never see your contact details.

Your privacy

We use your data only to deliver your order and talk to you. We never sell it or share it with anyone outside delivering your order.

• What we keep: your name, phone number, the messages and files you send us, and your order and payment records. Card details stay with the payment provider; we never see them.
• Who sees it: the New Step team working on your order, and the freelancer doing the work sees only what the work needs.

WhatsApp and our assistant

• Our WhatsApp runs on Meta’s WhatsApp Business Platform, so your messages pass through Meta.
• An AI assistant may read your messages to answer simple questions and pass you to the team. It is provided by Anthropic, which does not use your messages to train its models. You can ask for a person at any time.
• To stop messages from us, send «STOP» or «إيقاف». We will not start a conversation with you again; you can still write to us.

Deleting your data

Ask us on WhatsApp and we delete your messages and details within 30 days. We keep only what the law and our accounts require, such as payment records.