Refund Policy

FreelanceNation charges sellers two things: a subscription plan (Starter, Pro or Studio) and a marketplace fee on each order the seller marks completed. Both are final once paid. This page lists the three situations in which we hand money back, and what happens to everything else.

1. Who this policy covers

It covers payments made to FreelanceNation by sellers. Buyers never pay us: a buyer's payment for a commission or service goes straight to the seller on terms the two of them agree. Refunds of those payments, revisions, cancelled commissions and disputes about delivered work are settled between buyer and seller, and FreelanceNation is not a party to them and does not hold or return that money.

2. Seller payments are final

A plan is a monthly or yearly subscription that keeps your storefront, gigs and order tools live, with the fee rate and limits shown on the pricing page. You are paying for the platform being available to you during the period. You are not paying per order, per enquiry or per profile view, and the full period is yours from day one whether orders come in or not.

The marketplace fee is earned when you mark an order completed and is added to your next subscription invoice. Marking an order completed by mistake, or a buyer later disputing the work with you, does not reverse the fee.

By subscribing you ask us to start the service straight away, and you accept that any statutory right of withdrawal or cooling-off period that might otherwise apply ends once we have started providing it at your request.

3. When we do give money back

We refund only in one of these cases, and only where our records and the payment records bear it out:

• Charged twice. A fault in our billing took the same subscription period or the same fee twice.
• A charge you did not authorise, backed by evidence. Someone used your card without your permission, you tell us within 14 days of the charge, and the account and transaction records support it. Saying so is not sufficient on its own. We may ask you to confirm the misuse has been reported to your card issuer.
• The platform was completely unavailable. A confirmed fault on our side made FreelanceNation fully unusable for a continuous period, you told us while it was happening, and we could not put it right. Slow pages, a single missing notification, or trouble with your own device, browser or email provider are not covered.

Any refund is limited to what you paid for the period or fee affected, goes back to the card that paid it, and is our entire liability for that charge. Receiving one refund does not entitle you to another.

4. What is not refunded

We do not return any part of a subscription or fee because:

• you stopped taking commissions, paused your shop or changed your mind;
• you got fewer orders, enquiries or profile views than you hoped for, or none at all in a paid period;
• a buyer cancelled, did not pay you, asked you for a refund or disputed your work;
• a renewal went through, including one that succeeded after earlier declines;
• you thought the plan was a one-off payment, although the pricing page, checkout, confirmation email and account all show it renews;
• you meant to cancel before renewal and missed the date, or cancelled straight after it;
• you expected a feature that the pricing page does not describe;
• you picked the wrong plan or billing period, or later moved to a plan with a lower fee rate;
• part of a period is left after you cancel, because access runs to the end and is never pro-rated;
• your account was used by another person, including an assistant or studio partner you shared your login with.

5. Cancelling and renewals

You can cancel from your account settings at any time, without writing to us. Cancelling switches off future renewals. Your storefront stays live until the paid period ends, and fees for orders you mark completed before then are still billed. Cancelling does not reverse a charge that has already been taken and is not a refund request.

Plans renew automatically. When a new period starts, your access for the whole of it begins and its fee is due. If the card is declined, the amount remains owed and our payment operator retries it over the next days; each retry is the same open invoice, not an extra charge. Cancelling during a period that has already begun stops later renewals only, so a renewal collected a few days late is not refundable. To avoid a renewal, cancel before the date shown in your account.

6. How to request a refund

Email [email protected] from the address on your seller account within 14 days of the charge, with the date, the amount and the case from section 3 that applies. Requests made after 14 days or through any other channel are not considered. We handle them in order of arrival and do not continue correspondence on a request we have declined.

7. Our records and chargebacks

Opening an account means you accept our Terms of Service, which include this policy, and our Privacy Policy. Before any payment, checkout shows the plan, price, billing period and automatic renewal.

For every subscription and fee we keep the date and time of payment, the plan and price shown, your acceptance of the terms, emails sent to you and a log of account activity (sign-ins, gigs published, order requests received, orders marked completed) with the technical details recorded with each. Our payment operator holds its own record of each payment, including the card's country of issue, where the payment came from and the result of bank authentication such as 3D Secure.

Claims of unauthorised charges are checked against these records. If a charge looks wrong, contact us first. Filing a chargeback without doing so breaches our Terms; we provide the records above to your card issuer and close the account permanently.

8. Payments made earlier

Payments made before 14 October 2026 remain governed by the terms in force on the date they were made.