Everything you need to know

Order Cancellation Policy

Order Cancellations

  • - Freelancer-Projects encourages Buyers and Sellers to resolve service disputes mutually using the Resolution Center.

  • - Eligibility for requests to Freelancer-Projects to cancel an order will be assessed by our Customer Support team based on a number of factors, including violations to our Terms of Service, general misconduct, and improper usage of the Freelancer-Projects delivery system. See below for Order specific eligibility.

  • - Completed orders may be cancelled, upon review of our Customer Support team, up to 14 days after the order is marked as complete.

  • - Orders are not eligible to be cancelled based on the quality of service/materials delivered by the seller if the service was rendered as described in the Project page. Buyers may rate their experience with the seller on the order page, including the overall level of service quality received.

  • - Buyers must use Freelancer-Projects Resolution Center to address their concerns and desired resolution related to the service provided by their seller prior to contacting Customer Support. Customer Support will not take any action against Orders where the buyers failed to inform their seller of issues related to the seller's service and will allow sellers to provide a resolution first. This does not include non-permitted usage of Freelancer-Projects.

  • - Any non-permitted usage of Freelancer-Projects encountered during an Order, after being reviewed by our Customer Support team, may result in the order being cancelled. This includes, but not limited to; harassment, unlawful behavior, or other violations to Freelancer-Projects Terms of Service.

  • - Freelancer-Projects Customer Support will cancel orders based on, but not limited to, the following reasons:

    • Active orders (after the buyer submits their requirements and before the seller delivers on Freelancer-Projects)

      •     - The seller is late and unresponsive for more than 24 hours while the order is marked as Late.

      •     - Users are abusive towards the other party through threats of low ratings or leveraging order materials (such as logins, personal information) against each other.

      •     - Users supplied or included copyright/trademark infringing materials as part of the Buyer requirements or the seller's delivery.

      •     - The user is no longer an active Freelancer-Projects user due to Terms of Service violations or closure of their account.

    • Delivered Orders (after the seller clicks Deliver Now and before the order is marked as complete)

      •     - The seller uses the Delivery system to extend the delivery due date to complete the requested service without providing the final delivered service to buyers.

        •         Note: Multiple reported offenses will result in permanent suspension of your account.

      •     - The seller delivers no files and/or proof of work related to the agreed upon order requirements.

        •         Note: Subjectivity of the materials in question will be reviewed by our Customer Support team.

      •     - The seller requests additional payments, on or off the Freelancer-Projects platform, by withholding the final delivery of services directly related to the agreed requirements.

      •     - The seller is withholding the final delivery of services for improved ratings.

      •     - Buyers who abuse the Request Revisions button to gain more services from sellers beyond the agreed requirements.

      •     - Buyers who threaten to leave a damaging review to gain more services from the seller not related to the agreed requirements.

    • Completed Orders (after the order is marked as complete and before the 14 day limitation)

      •     - Users who have been reported to use copyright/trademark infringing materials after verification and with proof.

      •     - Buyers who did not purchase commercial use rights and are reported to have used the materials commercially.
        •         Note: Terms of Commercial use is found on the seller's Project page and cannot be retroactively included once the order is completed for over 14 days.

      •     - Freelancer-Projects Customer Support will review cases of Order delivery manipulation that prevents buyers and sellers from fully utilizing our Resolution Center that enabled the order to be marked as complete.




What if I have an issue with my seller or delivered service?

Buyers may contact Customer Support at any time to review your order for advice on how to proceed with their orders. Our Customer Support team will take many factors into consideration, such as the seller's ratings, responsiveness, and past order history to assess the most appropriate action to take. In most cases, buyers are directed to communicate further with their sellers if there's no justifiable reason to cancel the order.

Order cancellations, similar to Requesting Revisions for your delivered order, will not be done based on personal taste. Buyers are given the option to rate their experience with the seller and share their experience in a feedback review.

Avoid filing a dispute with your payment provider for your orders, as this is not in compliance with our Terms of Service, which may also result in restricting your account until those payment holds are cleared.

Each case is reviewed carefully by our Customer Support team to assess the most appropriate action. Additionally, we can cancel orders that were made by mistake but will always check if the order is tied to an ongoing service to protect our sellers.  

What happens after an order is cancelled?

If an order is cancelled (for any reason), the funds paid will be refunded to the buyer's shopping balance. If your Project was purchased with cleared revenue, the funds will return to your revenue balance. Your total account balance (revenue + shopping) can be found next to your username on the top menu in the right corner.

Additionally, when an order is cancelled, buyers no longer retain the rights to use any of the services or the items delivered to them. All transfer and assignment of intellectual property to the buyer shall be subject to full payment for the Project and the delivery may not be used if payment is cancelled for any reason.  

What happens if a dispute is opened and now the order is cancelled?

If a chargeback was made on a purchase or is subject to review by a payment vendor - Freelancer-Projects will cancel the order automatically. Whenever a transaction is being reviewed by a payment vendor, we may be required to cancel a transaction completely or put it on hold for your own protection (for example - stolen credit card, other fraud activities, etc.). This is part of the service we provide to maintain a safe environment for our users.


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