Before Employer/Buyer cancels a Service/Project, we recommend them to communicate with the Seller in the WorkStream and express his concerns so that the Freelancer has an opportunity to address them. Most issues can be sorted out efficiently with simple communication and Freelancers on Truelancer.com care about keeping their clients happy. If the Buyer/Employer is not able to communicate with the Freelancer or communication with the Freelancer is not working and the Buyer/Employer feels that the Freelancer is not adhering to the Rules of engagement then the Buyer can also contact Truelancer.com Customer Support for assistance to get the Service/Project back on track.
a) The requestor must notify the other party of the cancellation by placing a message in the WorkStream. Alternatively, if there are funds in the Safe Deposit Account and the Buyer/Employer believes that they are entitled for a refund (subject to Section 1.2), the Buyer/Employer can notify the Freelancer of the cancellation by requesting a refund using the “Request Refund” action on the WorkStream.
b) If the Buyer/Employer fails to notify the Seller/Freelancer in the WorkStream that he wishes to cancel the Project and the Project is subsequently completed, the Buyer/Employer must pay for the service delivered in accordance with these terms and conditions.
a) The Freelancer should stop working on the Service/Project immediately;
b) The parties should agree in the WorkStream what payment is necessary for any work completed (or time spent, if it is a per hour Custom Project). If the cause of the cancellation was not due to the circumstances defined in Section 1.2 the Seller/Employer is entitled to request payment at minimum equal to the value of the deposit funds held in the Safe Deposit Account.
a) no response: the Seller/Freelancer has not responded in the WorkStream within 1 day of proposal acceptance by the Buyer/Employer;
c) poor quality: with the exception of per hour rate Custom Projects, the deliverables provided by the Seller do not meet the terms defined after at least two revisions have been provided by the Seller/Freelancer in response to detailed feedback from the Buyer/Employer; or
d) the Seller/Freelancer lost a dispute.
a) the Seller must either approve or reject the Refund Request. Rejected Refund Requests are raised automatically to Truelancer.com for Dispute assistance
b) if the Seller does not respond to a Refund Request within three (3) working days (a “non-actioned” Refund Request) then Truelancer.com may release the funds automatically back to the Buyer subject to the following clause.
c) poor quality: with the exception of per hour rate Custom Projects, the deliverables provided by the Seller do not meet the terms defined after at least two revisions have been provided by the Seller in response to detailed feedback from the Buyer; or
d) the Seller lost a Dispute.
a) where the Seller is at fault for the refund (for example, due to no response, poor quality of work or they have cancelled the Project), it will negatively impact their Seller status and rankings;
where the Buyer is found to be the cause for the refund (for example, an early cancellation due to a change in their business need) it will negatively impact their Buyer status;
c) multiple refunds attributed to a User will lead to temporary and/ or permanent restrictions on their account depending upon the severity.
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