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Refund Policy
Crowdol
Africa's Digital Talent Platform • Fair & Transparent Policies
Crowdol Refund Policy
This policy is effective as of January 1, 2024
1. Overview
Crowdol is committed to ensuring fairness and transparency in all transactions on our platform. This Refund Policy outlines the circumstances under which refunds may be issued for services rendered through Crowdol. By using our platform, you agree to this policy in its entirety.
Key Principle: Crowdol operates as an intermediary platform connecting clients with freelancers. Refund eligibility depends on the specific circumstances of each project and adherence to our platform guidelines.
2. Definitions
For the purpose of this policy, the following terms are defined:
- Client: An individual or business hiring freelancers through Crowdol.
- Freelancer: A professional providing services through Crowdol.
- Escrow: The secure holding of funds by Crowdol until project milestones are completed.
- Milestone: A predefined project phase with specific deliverables.
- Platform Fee: The service charge retained by Crowdol for use of the platform.
- Service Period: The duration from project initiation to completion as agreed in the contract.
3. General Refund Policy
Crowdol's refund policy is designed to protect both clients and freelancers while ensuring fair resolution of disputes. The following general principles apply:
Important: All refund requests must be submitted through the official Crowdol dispute resolution system. Communication outside the platform regarding refunds will not be considered.
- Refunds are typically processed to the original payment method within 7-14 business days
- Platform fees are generally non-refundable once services have been rendered
- Crowdol reserves the right to investigate all refund requests to prevent abuse
- Partial refunds may be issued based on work completed or quality of deliverables
- Refund eligibility depends on compliance with Crowdol's Terms of Service
4. Refund Policy for Clients
Clients may be eligible for refunds under the following circumstances:
| Scenario | Refund Eligibility | Conditions |
|---|---|---|
| Freelancer fails to deliver work | Full Refund | After 48-hour grace period with no communication |
| Work does not meet specifications | Partial Refund | Must provide detailed feedback within 3 days of delivery |
| Project cancellation before work begins | Full Refund | Platform fees may be retained (max 10%) |
| Missed deadlines without extension | Partial Refund | Based on project timeline completed |
| Freelancer violates terms of service | Full Refund | Confirmed by Crowdol Trust & Safety team |
| Change of mind after work begins | Negotiated Refund | Based on work completed and freelancer agreement |
| Technical issues preventing work | Case-by-Case | Verified by Crowdol technical team |
Note: Clients must use Crowdol's milestone payment system for refund protection. Direct payments outside the platform are not eligible for refunds through Crowdol.
5. Refund Policy for Freelancers
Freelancers are protected against unfair refund requests through the following provisions:
- Work Acceptance Protection: Once a client approves a milestone, funds are released to the freelancer and cannot be refunded except in cases of fraud
- Scope Change Protection: Additional work requested beyond original scope does not affect payment for completed milestones
- Dispute Mediation: Crowdol mediates all disputes before any refunds are processed from freelancer earnings
- Freelancer Compensation: For partially completed work, freelancers receive payment proportional to work completed as determined by Crowdol mediation
Freelancer Protection: Crowdol's escrow system ensures you get paid for approved work. We mediate all disputes to ensure fair outcomes for both parties.
6. Refund Processing
Crowdol follows a standardized process for handling refund requests:
1
Submit Request
Client submits refund request through platform with detailed explanation
2
Notification
Freelancer notified and given 48 hours to respond with their perspective
3
Mediation
Crowdol mediator reviews evidence from both parties
4
Resolution
Decision made within 5 business days (complex cases may take longer)
5
Processing
If approved, refund processed within 7-14 business days
Timeline: Refund requests must be submitted within 30 days of project completion or milestone delivery. Late requests will only be considered in exceptional circumstances.
7. Dispute Resolution Process
Crowdol provides a structured dispute resolution process to ensure fair outcomes:
- Direct Negotiation: Parties attempt to resolve the issue directly within 48 hours
- Mediation Request: Either party can request Crowdol mediation if direct negotiation fails
- Evidence Submission: Both parties submit evidence (communication, deliverables, specifications)
- Mediation Review: Crowdol mediator reviews all evidence and may request additional information
- Resolution Proposal: Mediator proposes a resolution based on platform policies and fairness
- Acceptance/Appeal: Parties can accept the resolution or appeal to a senior mediator
- Final Decision: Crowdol's decision is final and binding for platform-related disputes
Fairness Principle: Crowdol mediators consider the original agreement, communication history, work quality, and platform guidelines when making decisions. Our goal is always a fair outcome for both parties.
8. Cancellation Policy
Cancellation of projects follows specific guidelines based on timing and work completed:
| Cancellation Time | Client Refund | Freelancer Payment |
|---|---|---|
| Before work begins | 100% (minus platform fee) | 0% |
| After 25% completion | 75% | 25% of project value |
| After 50% completion | 50% | 50% of project value |
| After 75% completion | 25% | 75% of project value |
| After delivery | Case-by-case basis | Up to 100% based on quality |
Mutual Agreement: Clients and freelancers can agree to different cancellation terms, which must be documented in the project agreement on Crowdol.
9. Contact Us for Refund Inquiries
If you have questions about our refund policy or need to submit a refund request, please contact us through one of the following channels:
Response Time: We aim to respond to all refund inquiries within 24-48 hours during business days (Monday-Friday, 9 AM - 5 PM EAT). Complex cases may require additional investigation time.
Policy Updates: Crowdol reserves the right to update this refund policy at any time. Users will be notified of significant changes via email or platform notification. Continued use of Crowdol after policy updates constitutes acceptance of the revised policy.