Scope and who is responsible
This policy covers unused funding, order cancellations, platform-fee refunds and assistance with refunds of the underlying work price. The identified freelancer supplies the work; QUANTROQ supplies the platform service and remains responsible for its own fees and obligations.
Nothing in this policy limits a mandatory consumer right, a court remedy or a lawful payment dispute. A digital delivery, three-day review period or internal “accepted” status does not make every payment non-refundable.
Before work starts
If an offer is withdrawn before the work contract forms, is declined or expires, reserved funding is released and no platform fee is earned. The client may request return of the money rather than being required to spend it on another project.
After a contract forms but before performance starts, either party may request cancellation. The parties should confirm cancellation through the order record; absent a lawful basis for a charge, the funded work price is returned and no platform fee applies.
Cancellation after work starts
A client should identify what has been completed and why cancellation is requested. The parties may agree a reasonable payment for usable work actually supplied and a refund of the remainder; disputed value goes through the Dispute Resolution Policy.
We do not automatically deduct the full project price, a penalty or a platform fee on unearned work merely because performance has started. Any amount retained must have a contractual and lawful basis, taking account of mandatory cancellation rights.
If the freelancer cannot perform, abandons the project or materially misses the agreed requirements, the client may request remedy, cancellation or an appropriate refund according to the circumstances and applicable law. The freelancer must not mark nonexistent or inaccessible work as delivered to trigger automatic acceptance.
Defects, revisions and acceptance
Clients have 72 hours after each qualifying delivery to accept, provide consolidated comments or open a dispute. Up to three revision rounds within the original brief are included, as described in the Terms.
Expiry of the review window is not a waiver of rights concerning latent defects, fraud, non-delivery or other non-excludable claims. The revision limit does not replace statutory repeat-performance or price-reduction rights.
Where an order has already settled, a justified later refund remains possible and will be coordinated with the responsible supplier and payment provider. Acceptance is relevant evidence, not a conclusive defence to every claim.
Platform fees and partial settlements
There is no separate client platform fee. The freelancer pays 8% of the gross work remuneration payable, deducted when it is released for payment after final acceptance or an authorised partial settlement, not at top-up.
If an order is fully cancelled with no earned work remuneration, no platform fee is due. Any fee already deducted on remuneration that must be fully refunded is reversed.
For a lawful partial settlement, the platform fee is 8% of the final work remuneration payable, rounded to cents; the freelancer receives the balance and the client receives the refundable remainder of the funded work price. If remuneration already released is later reduced, the corresponding platform fee is also adjusted. The client’s refund is not reduced by the freelancer’s commission, and mandatory rights or failures of our platform service may require further fee reductions.
We will not charge a second commission simply to issue a refund. A refund may not exceed the amount recoverable under the transaction and law; prior refunds and chargebacks must be accounted for to avoid double recovery.
Unused balances
Clients may request return of cash that is available and not committed to an active order or legitimately subject to a specific hold. We do not require further spending, transfer to another user or acceptance of promotional credit.
Refunds normally return to the original payment method and payer. If that route is closed or unavailable, we will agree a lawful verified alternative rather than redirect funds to an unrelated person.
Promotional credits that were not purchased with money are not represented as refundable cash. Their separate, clearly disclosed conditions must not be used to reclassify a cash top-up as a non-refundable bonus.
Consumer cancellation rights
If you act mainly outside your trade or profession and enter an eligible distance contract with a trader, you may have a statutory cancellation period. For UK service contracts, this is normally 14 days after the day the contract is entered into; the platform service and underlying freelancer service must each be assessed separately.
To start an eligible service during that period, the relevant trader must obtain your express request. If you cancel after a properly requested early start, you may owe a proportionate amount for service actually supplied, subject to the required information having been provided; the right is lost on full performance only where the required request and acknowledgement were obtained.
We will not use a pre-ticked box, generic acceptance of Terms or automatic order acceptance as a substitute for an express early-start request. Where the required information or request is missing, the law may prevent the relevant trader from charging for early performance.
A separate contract genuinely supplying non-tangible digital content has different consent and acknowledgement requirements before loss of the statutory cancellation right. We will not treat every freelance service as such a digital-content contract merely because its output is a file.
To cancel, send a clear statement to [email protected] and, for the underlying work contract, to the identified freelancer through the project thread or its disclosed contact. We will assist in routing the notice; our own service obligations are our responsibility, and internal routing must not defeat a timely notice we are authorised to receive.
Timing and method
For contractual refunds and unused balances, we aim to initiate the return within five business days after confirming the entitlement and payment route, without undue delay. This target does not replace a shorter mandatory deadline.
Where the UK statutory service-cancellation rules require reimbursement, it must normally be made without undue delay and no later than 14 calendar days after the relevant trader is informed of the cancellation, using the same payment means unless the consumer expressly agrees otherwise and without a reimbursement fee.
Payment-provider or bank posting times may affect visibility. We will provide the available refund reference and help investigate delays; the refund clock must not be deferred indefinitely by calling a request “under review”.
Model cancellation notice
You may use this notice but do not have to:
To: QUANTROQ LIMITED / the identified service supplier Email: [email protected] I give notice that I cancel my contract for the following service: Order reference and service description: Contract date: Name and account email: Postal address, where needed to identify the contract: Date: Signature, only if sent on paper:
We may ask for proportionate information to identify the order, but you need not provide a reason when exercising a statutory no-fault cancellation right. Contact the same email if you need assistance or wish to challenge a refund decision.