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Cancellation & Refund Policy

Last updated: 20/07/2025

1. Scope

This Cancellation and Refund Policy ("Policy") applies to all services facilitated through our platform, including project postings by Clients and service engagements with Providers.

2. Escrow and Payment Hold

  • All project fees are deposited by the Client into an escrow account prior to work commencement.
  • Funds remain in escrow until released by milestone approval or automatic release as described in this Policy.

3. Client-Initiated Cancellation

Before Provider Acceptance

  • A Client may cancel a posted project at any time before a Provider accepts.
  • 100% of escrowed funds will be returned to the Client within 5 business days.

After Provider Acceptance, Before Work Begins

  • If a Client cancels after acceptance but before any milestone work starts, the Client may receive a full refund minus a 5% platform fee.
  • Refunds will be processed within 7 business days.

4. Provider-Initiated Decline

If a Provider declines an accepted project before starting work, all escrowed funds are returned to the Client in full within 5 business days. No platform fees apply in this case.

5. Milestone Cancellations and Refunds

Incomplete or Unsatisfactory Milestone

  • A Client may request a partial refund if a completed milestone fails to meet the agreed specifications.
  • The Client must submit a detailed refund request within 5 days of milestone delivery.
  • Our Project Manager will mediate; if mediation finds the Provider at fault, the Client receives a pro-rata refund for that milestone.

Approved Milestone

  • Once the Client approves a milestone, or 7 days elapse without a dispute being raised, funds are released to the Provider and become non-refundable.

6. Automatic Release

If the Client does not respond to a completed milestone notification within 7 calendar days, the related funds are automatically released to the Provider.

7. Dispute-Driven Refunds

For disputes escalated under our Dispute Resolution process, any approved refund is issued within 14 business days after the final decision is communicated to the parties.

8. How to Request a Refund

  • Log in to your account and navigate to "My Projects" and select the relevant project.
  • Click "Request Refund" next to the applicable milestone or project.
  • Complete the refund form, providing clear details and any supporting evidence (files, messages, links, etc.).
  • Our Project Manager will review your request and respond within 5 business days.
  • Alternatively, you may email your request directly to [email protected].

9. Exceptions

  • No refunds are available for work that has been explicitly approved by both Client and Provider.
  • Platform fees are non-refundable once work has begun on a project or milestone.

10. Contact

For cancellation or refund inquiries, please email us at [email protected].