How can I get a refund?
If you're unsatisfied with an order or your seller is unresponsive, you can request a cancellation and receive a refund as long as the order hasn't been completed.
đź’ˇ Good to know:
- Cancellations are always free, and refunds are issued as soon as the cancellation is confirmed.
- Everything is managed through your order dashboard. If the cancellation option isn’t visible, it means another action is required first, or the order has already been completed.
When can I request a cancellation and refund?
The order is “Pending”
The seller hasn’t accepted the order yet and hasn’t started working.
➡ You can cancel immediately using the button in your order dashboard.
➡ If the seller doesn’t accept the order within 48 hours, it will be automatically canceled. No action is required on your part.
The order is “In progress”
At this stage, the seller has presumably started working, so cancellation depends on the situation:
✔ If the order is still on time → You must request a cancellation, and the seller needs to approve it.
✔ If the order is late → Your cancellation request will result in an immediate and automatic cancellation. The seller's approval is not needed.
The order is “Delivered”
You cannot request a refund right away.
➡ If the work doesn't meet your expectations, you must first request a revision and explain what needs to be changed.
📌 After the seller responds (by accepting or rejecting the revision), you’ll be able to:
- Continue with the order if the revision is completed.
- Request a cancellation if the seller refuses or if the revised work still doesn’t meet your expectations.
Click here for more details about how revisions work.
The order is “In dispute”
This happens when an order is in dispute. The order is frozen until the dispute is managed. If the mediator rules in your favor, you’ll receive a refund.
Learn more about the dispute process here.
The order is “Completed”
At this stage, refunds are no longer possible.
➡ A “Completed” order means:
✔ You didn’t request a cancellation or dispute in time.
âś” The payment has already been released to the seller.
If you were forced to complete the order without receiving the final work, contact our support team.