Refund Policy
Effective Date: [22-10-2024]
At Genlance, we strive to ensure that both clients and freelancers have a smooth and satisfactory experience on our platform. This Refund Policy outlines the conditions under which refunds may be requested, as well as the process for handling such requests.
1. General Refund Eligibility
Refunds may be requested by clients in the following circumstances:
- Project Cancellation: If a project is canceled by either party before any substantial work has begun.
- Non-Delivery of Work: If a freelancer fails to deliver the agreed-upon work within the deadline and has not provided an acceptable reason for the delay.
- Substandard Work: If the work delivered by the freelancer does not meet the agreed-upon specifications or quality standards, and attempts to revise the work have been unsuccessful.
2. Refund Requests
To request a refund, clients must:
- Submit a refund request within 1 Days of the project completion or agreed-upon deadline.
- Provide detailed information regarding the issue, including communication records, project specifications, and evidence of non-delivery or substandard work.
- Attempt to resolve the issue with the freelancer before escalating the refund request.
3. Refund Process
- Review: Once a refund request is submitted, Genlance will review the case, including communication records between the client and freelancer, project milestones, and any submitted work.
- Mediation: Genlance may offer mediation services between the client and freelancer to reach a resolution. If mediation fails, Genlance will make a final decision based on the evidence provided.
- Approval: If the refund is approved, the client will receive the funds back in their Genlance account or original payment method. The refund may take up to 3 Days to process, depending on the payment method used.
4. Non-Refundable Situations
Refunds will not be granted in the following situations:
- Change of Mind: Refunds are not applicable if the client changes their mind after the project has been initiated and significant work has already been completed.
- Approved Milestones: If the client has approved a milestone or completed work, that portion of the payment will not be refunded.
- Disputes Outside the Platform: Genlance cannot process refunds for work agreed upon or delivered outside the platform.
5. Freelancer Payments and Refunds
Freelancers are entitled to retain payment for work delivered according to the agreed specifications and timelines. In the event of a refund request, freelancers will have the opportunity to provide evidence of their work and any communications with the client. If the refund is approved, the freelancer may be required to return the payment, minus any service fees.
6. Service Fees and Transaction Costs
Please note that service fees and transaction costs incurred by Genlance may be non-refundable in some cases, depending on the payment method used and the reason for the refund.
7. Dispute Resolution
In the event that a refund request escalates to a dispute, both clients and freelancers agree to cooperate in good faith to resolve the matter. Genlance will act as a neutral mediator and make a final decision based on the information provided by both parties.
8. Changes to This Refund Policy
We may update this Refund Policy from time to time. Any changes will be effective when we post the updated policy on this page. Your continued use of Genlance following the posting of changes constitutes your acceptance of the updated Refund Policy.
9. Contact Us
If you have any questions or concerns regarding this Refund Policy, please contact us at: