This Refund & Cancellation Policy explains when and how refunds are processed on SkillUpWork. It applies to all Clients and Freelancers using the Platform for projects, payments, and milestone transactions.
1. Definitions
- Client: The person or organization hiring a Freelancer through SkillUpWork.
- Freelancer: The person or organization providing services through SkillUpWork.
- Escrow: A secure account managed by SkillUpWork where funds are held until project completion.
- Milestone: A defined stage of work agreed upon by both parties for partial payment.
2. Client-Initiated Cancellations
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Before Work Begins:
If a project or milestone is cancelled before the Freelancer starts, a full refund of Escrow funds will be issued to the Client.
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After Work Begins:
Refunds will be processed based on the completed percentage and subject to review.
Clients must submit a refund request within 5 days of delivery.
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Completed Projects:
No refunds are permitted once a Client has approved the milestone or project completion.
3. Freelancer-Initiated Cancellations
Freelancers may cancel a project if:
- The Client fails to provide sufficient project details or communication within 5 days of milestone creation.
- The Client repeatedly changes project requirements without mutual consent.
- The Client violates the SkillUpWork Terms of Service.
SkillUpWork may refund the Client or release partial payment to the Freelancer depending on work already completed.
4. Refund Request Procedure
- Submit a refund request by emailing info@skillupwork.com or through the “Dispute” option in your project dashboard.
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Provide the following details:
- Project ID
- Reason for refund
- Evidence (files, chat logs, screenshots)
- Refund requests will be reviewed within 7–10 business days.
5. Automatic Refund Triggers
Refunds may be automatically issued if:
- A project remains inactive for more than 30 days after funding.
- The Freelancer fails to deliver any work after milestone payment.
- The Client cancels before work begins.
6. Refund Method
Refunds are processed to:
- The Client’s SkillUpWork wallet (default), or
- The original payment source (card, UPI, PayPal, etc.), depending on gateway policy.
Processing times depend on the payment provider — usually 5–10 business days.
7. Non-Refundable Fees
The following are non-refundable:
- SkillUpWork service or transaction fees
- Payment gateway or currency conversion charges
- Completed milestone payments approved by Clients
8. Disputes
If parties disagree about a refund:
- The case will be handled under the Dispute & Escrow Policy.
- SkillUpWork’s decision will be final and binding for Escrow-related matters.
9. Force Majeure
Refunds will not be issued for delays caused by events beyond user or platform control (e.g., natural disasters, internet outages, government restrictions).
10. Contact for Refunds
