How can I get a total or partial refund?

If you are dissatisfied with an order, you can request a full or partial refund, as long as the order is not closed.

You can also submit a claim with ComeUp’s mediation team. To do so, go to the order, click “More options” in your order tracking, and fill out the form. You can find everything you need to know about claims, disputes, and their consequences in this article.

💡 Good to know:

Cancellations and partial refunds are always free of charge.
Refunds are processed automatically and immediately once validated.
Everything is clearly displayed in your order tracking.

If the cancellation option does not appear, it means that another action is required beforehand or that the order has already been finalized.

Requesting a partial refund

You can propose a partial refund to your seller at any time, as long as the order has not been closed.

To do so:

Click “More options” in your order tracking.
Select “Propose a partial refund”.
Enter the amount you wish to recover, the reason, and confirm.

The request will appear directly in the chat with the seller.

You can cancel your request as long as it has not been accepted.
The seller must approve the proposal for it to take effect.
Once accepted, the refund is automatic and immediate.

Requesting a cancellation and a full refund

Depending on the order status, the procedure differs.

🕓 The order is “Pending”

The seller has not yet accepted the order and has therefore not started working.

You can cancel immediately using the dedicated button in your order tracking.

If the seller does not accept the order before the validation deadline (48 hours by default), the order will be automatically canceled without any action required from you.

⚙️ The order is “In progress”

The seller has started working.

If the order is on time → You must request a cancellation, and the seller must accept it.

If the order is late → A cancellation request results in an immediate and automatic cancellation, without requiring the seller’s approval.

📦 The order is “Delivered”

You cannot request an immediate refund.

If the work does not meet your expectations, you must first request a revision, clearly explaining the changes needed.

📌 After the seller’s response:

If the seller accepts the revision → the order continues normally.
If the seller refuses or if the result still does not meet your expectations → you can request a cancellation.

👉 For more details about revisions, please refer to this article.

At this stage, you can also propose a partial refund if you consider that part of the work is satisfactory.

✅ The order is “Completed”

At this stage, no refund is possible.

A “Completed” order means that:

You did not submit a cancellation request, dispute, or partial refund request in time.

The funds have been transferred to the seller, who has therefore been paid.

⚠️ If you believe you were forced to complete the order without receiving an actual delivery, please contact the ComeUp customer support team.