Refund & Cancellation Policy

1. Overview

This policy explains how refunds and cancellations work for the kinds of payments on Gigolance: marketplace orders (buying a service from a seller), Gigolance Pro sourcing (our done-for-you freelancer-matching service), and Gigolance Plus subscriptions (our optional plan for sellers). It forms part of our Terms of Service.

Across all of them, one principle is constant: certain fees are non-refundable. The service fee charged at checkout, and any tax, are never returned — see “Non-refundable fees” below. Everything else is governed by the sections that follow.

2. Marketplace orders — protected by escrow

When you place an order, your payment is held in escrow — the seller is not paid until you accept the delivery. That structure is your refund protection: the money never leaves the platform until the work is approved.

Before delivery: either party may request a cancellation through the order's Resolution Center. If the cancellation is accepted (or the seller fails to deliver), the escrowed order amount is returned to you. Refunds are credited to your available Gigolance balance instantly — there is no clearance or waiting period (that window only applies to seller earnings), so you can reuse the money on a new order or withdraw it right away. The service fee charged at checkout — and any tax — are non-refundable whether the buyer or the seller cancels; only the escrowed order amount is returned.

After delivery: if the delivery doesn't match the gig or offer, request a revision first — your order includes the revisions defined in the package. If it still can't be resolved, open a Resolution Center request; where the parties can't agree, Gigolance reviews the full order record and can return the escrowed funds to the buyer, release them to the seller, or split them, as the evidence supports. Every approval or decline is recorded with a reason, visible to both parties.

Completed orders: once you accept a delivery the funds are released to the seller, so acceptance is the point of no return. If something serious emerges after acceptance (for example, plagiarised work), contact support within 14 days and we will investigate.

3. Gigolance Pro sourcing — money-back guarantee

Freelancer sourcing (“Gigolance Pro”) is a flat-fee, done-for-you service: our team learns your needs, screens and interviews talent, and recommends vetted freelancers. It is backed by a money-back guarantee.

If you're not satisfied, request a refund from Freelancer sourcing in your account (or ask your sourcing expert in Messages). Our team reviews every request, usually within a business day. On approval, the sourcing fee is returned to your Gigolance balance instantly, minus the non-refundable service fee.

Approved refunds land in your available balance immediately — no clearance or waiting period — where you can reuse them on a future order or withdraw them.

4. Non-refundable fees

Service fee (orders): the service fee shown at checkout on a marketplace order — $2.00 on orders of $40 or less, otherwise 5% of the order amount — is non-refundable. A cancellation returns the escrowed work amount, not this fee.

Tax: any tax collected at checkout is remitted to the relevant authority and is not the platform's revenue, so it is non-refundable.

Gigolance does not add any separate refund or restocking charge of its own — only the fees described above apply.

5. Gigolance Plus subscriptions

14-day refund: if you subscribe (or a renewal is charged) and have not made material use of the paid benefits, you can request a refund of that charge within 14 days — the service fee and any tax are non-refundable. Contact us through the in-app support assistant with the charge date — refunds are issued to the original payment method, typically within 5–10 business days depending on your bank.

Cancellation: you can cancel any time from your account or by contacting support. Cancelling stops all future charges; your benefits stay active until the end of the period you've already paid for. No partial-period refunds are given for time remaining after the 14-day window, except where required by law.

Renewals: subscriptions renew automatically (monthly, every 6 months, or annually, per your plan). We recommend cancelling at least 24 hours before your renewal date to be certain the next charge doesn't process.

Subscription payments are processed by our payment processor, Stripe; an approved refund for such a charge is issued back to your original payment method through Stripe. Statutory refund rights in your country are unaffected.

6. How to request a refund

Marketplace orders: open the order → Resolution Center → choose the cancellation or revision request that fits. Every request is recorded on the order so support can review the full history if needed.

Gigolance Pro sourcing: open Freelancer sourcing in your account, choose the request, and select Request a refund with a short reason — or ask your sourcing expert directly in Messages.

Plus subscriptions: use the in-app support assistant with the charge date and plan. We respond within one business day.

7. Fraud and abuse

Refunds exist to protect honest buyers and sellers. Accounts that abuse refunds — for example, accepting and using work then disputing payment, or repeatedly subscribing and refunding — may have refunds declined and accounts suspended under our Terms of Service.

8. Questions

Anything unclear? Use the in-app support assistant — we'd rather explain it before you buy than after.