Refund & cancellation policy

What happens when a project is cancelled, when a refund is issued, and how disputes are resolved.

Last updated 22 August 2026

Cancellation by the sponsor

Responsibility: If a sponsor cancels a project after hiring a freelancer, they are responsible for paying for any work completed up to the point of cancellation.
Notification: The sponsor must communicate the cancellation through the platform’s messaging system and cancel the project from their dashboard, which requires the freelancer’s approval.
Partial refunds: If a project is cancelled after significant work has been completed, a partial refund may be issued based on the percentage of work completed, subject to review of the deliverables.

Responsibility: If a freelancer cancels a project, they must notify the sponsor through the platform’s messaging system.
Payment and review: The freelancer will not be paid for the project. The sponsor may leave a review on the freelancer’s profile reflecting the cancellation. Persistent cancellations may result in penalties or suspension from the platform.

When a refund is issued: If a project is not delivered within the agreed timeline, or the work delivered does not meet the project description. Your contract is with Lancerscape Global Private Limited, so this does not depend on establishing anything about the freelancer — see clause 7 of our Terms & Conditions, which sets out what we do first: arrange for the work to be completed or corrected, and refund where that is not reasonably possible.
When one is not: Refunds are not issued if the sponsor simply changes their mind about the project. Where the sponsor cancels, refunds follow the conditions under “Cancellation by the sponsor” above.
Case by case: Refunds are handled case by case, and decisions are made on the specifics of each situation.

Nothing extra for the sponsor: Sponsors are invoiced the value of the project and nothing more. There is no service fee, listing fee or subscription on the sponsor’s side, so there is none to refund.
Where a project does not proceed: Our commission of 10% is deducted from the freelancer’s payment when a project is paid for. Where a project does not proceed and no payment is made, no commission is charged.
Where part of the work is paid for: Where a project is cancelled and payment is made for the work completed up to that point, the commission applies to that payment in the same way it would to the full amount, and to nothing else.

Reporting: Payment disputes must be reported within 10 days of the transaction. Both sponsors and freelancers must first attempt to resolve the issue through the platform’s dispute resolution process.
Mediation and arbitration: If a dispute remains unresolved after that, either party may escalate it to the mediation or arbitration process available through the platform. The outcome is final and binding on both parties, subject to the platform’s rules and applicable law.

Re-engagement: If a project is cancelled and later restarted, a new contract must be created. Previous terms do not carry over.
Communication: Both sides are encouraged to keep communication clear and timely within the platform, which is what avoids most cancellations and disputes.

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