Refund & Cancellation Policy

Last updated: July 14, 2026

This policy explains how project payments, escrow funds, subscriptions, and platform fees are handled when a project is cancelled or a refund is requested.

1. How Project Escrow Works

When a Client funds a project, the full amount (project value + 5% Client fee) is collected and held by MeritWorkX as "in escrow" — it is not released to the Freelancer until the Client reviews the delivered work and explicitly clicks "Approve & Release." Once released, the funds become available in the Freelancer's balance; after the Freelancer submits a withdrawal request, the payout is typically transferred to their bank account, PayPal, or Wise within 3 to 5 working days.

2. Cancelling Before Release

If a project is cancelled by mutual agreement between the Client and Freelancer before the Client releases payment, the Client may contact us to request a refund of the escrowed amount. Refunds in this case are processed back to the original payment method, minus any payment gateway processing charges already incurred on the original transaction, which are non-refundable to us by our payment gateway partner.

3. After Release — Platform Fees Are Non-Refundable

Once a payment has been released to a Freelancer, the 5% Client platform fee and 5% Freelancer platform fee are non-refundable, as MeritWorkX's matching, escrow, and payment-facilitation services have already been fully rendered at that point. This applies equally regardless of the size of the project.

Disputes about the quality or completeness of delivered work after release should first be resolved directly between the Client and Freelancer. MeritWorkX may assist in good-faith dispute resolution but does not guarantee reversal of a released payment.

4. Disputes Before Release

If a Client and Freelancer disagree about whether delivered work meets the agreed scope while funds are still in escrow, either party may contact MeritWorkX support. We will review the project details and communication history and make a good-faith determination on releasing, partially releasing, or refunding the escrowed amount.

5. Subscription Refunds (Freelancers)

Pro and Elite subscription payments are billed monthly. Cancelling a subscription stops future renewal but does not refund the current billing period — you retain access to the plan's benefits (token allowance, AI features) until the period you already paid for ends.

6. Tokens

Tokens spent applying to a project are not refunded if a proposal is rejected. Tokens are credited back automatically if a proposal is shortlisted or the Freelancer is hired, per our Terms of Service.

7. Failed or Duplicate Payments

If a payment attempt fails or you are charged more than once for the same escrow funding due to a technical error, contact us with the payment reference shown on your payment slip and we will investigate and correct it, including a full refund of any erroneous duplicate charge.

8. How to Request a Refund

Contact us using the details on our Contact page with your account email, the project name, and the payment reference from your Payments page. We aim to respond to refund requests within a reasonable timeframe.