Before an Employer/Buyer cancels a Service/Project, we suggest they first communicate their concerns with the Seller through the WorkStream. This gives the Freelancer an opportunity to address the issues. Many problems can be resolved through simple communication, and Freelancers on Fixnhour.com prioritize client satisfaction. If communication is not effective or the Buyer/Employer feels the Freelancer is not adhering to the terms, they can contact Fixnhour.com Customer Support for assistance in getting the project back on track.

1.1 Cancellation of a Service/Project

Once a Service/Project has started, either the Buyer or Seller can request a cancellation:
The requestor must inform the other party by posting a message in the WorkStream. Alternatively, if there are funds in the Safe Deposit Account and the Buyer/Employer believes they are entitled to a refund (as per Section 1.2), they can notify the Freelancer by using the “Request Refund” option in the WorkStream.
If the Buyer/Employer does not notify the Seller/Freelancer in the WorkStream of the intent to cancel and the project is completed, the Buyer/Employer is still required to pay for the delivered service in accordance with these terms.

Once cancellation is requested:

1. The Freelancer should stop working on the project immediately.

2. Both parties should agree on what payment is due for work already completed (or time spent if it's an hourly Custom Project). If the reason for cancellation is not covered under Section 1.2, the Seller/Freelancer can request payment, at minimum, equal to the funds in the Safe Deposit Account.

1.2 Refund Policy

A Buyer is eligible for a refund from the Safe Deposit Account under these conditions:

The Buyer and Seller may also agree on a refund for other reasons, but approval of such refunds will be subject to Fixnhour's review as described in Section 1.3.
Refunds are only applicable to funds in the Safe Deposit Account. Once the Buyer releases funds, they are considered non-refundable. Buyers/Employers should never file a dispute or request a chargeback through their credit card or bank. Doing so can result in permanent suspension of their account and potential legal action.
For refunds through PayPal, please note that transaction fees charged by PayPal are non-refundable as of October 11, 2019.

1.3 Requesting a Refund

Buyers can request a refund from the Safe Deposit Account using the "Request Refund" feature in the WorkStream, providing a reason for the request.

• The Freelancer must either approve or reject the refund request. If rejected, the request is escalated to Fixnhour.com for dispute resolution.
• If the Freelancer does not respond within three (3) working days, Fixnhour.com may automatically release the funds back to the Buyer, subject to certain conditions.

Refund requests are subject to a review by Fixnhour.com to ensure both parties have complied with these terms. If Fixnhour.com believes the parties are not in compliance or are attempting to avoid obligations, they may deny the refund.

1.4 Refund & Cancellation Penalties

Frequent cancellations and refunds are discouraged and can affect a user’s standing on Truelancer.com:

• If the Seller is responsible for the refund (e.g., no response, poor-quality work, or cancellation by the Seller), it will negatively impact their ranking and status.
• If the Buyer is responsible (e.g., early cancellation due to a change in business needs), it will negatively impact their Buyer status.
• Multiple refunds attributed to a User may result in temporary or permanent account restrictions, depending on the severity.

1.5 Chargebacks

A chargeback occurs when a Buyer challenges a payment directly with their credit card company or payment processor. These reversals are initiated by the payment provider, not by Fixnhour.com.

If a chargeback occurs, we are obligated to follow the instructions from the payment provider. Any funds paid to you that are subject to a chargeback may be recovered by Fixnhour.com, and we may reverse these payments from your account.