Cancellation & Refund Policy

Cancellation Policy

Our Cancellation Policy outlines the rules for cancellations requested for bookings availed through BeMyFreelancer.

What is the cancellation policy?

If you request a cancellation on your booking, a notification will be sent to your customer/freelancer to either accept, reject or report the cancellation.

If the cancellation is accepted, your booking will be cancelled immediately.
If the cancellation is declined, you can discuss the matter with your customer/freelancer or report the booking to BeMyFreelancer.
If the cancellation is reported, we will mediate the cancellation terms and refund policy (if a freelancer has been confirmed)

How do I cancel a booking?

On your booking form, towards the bottom of your booking, you will see a link for booking options. Select this link and select Cancel Booking. You will need to leave a message prior to requesting the cancellation. This message will be used by your customer/freelancer to decide the outcome of your booking cancellation request. This message maybe used by BeMyFreelancer during a medication process.

If a customer cancels the booking…

…within 48 hours of booking time.

The booking fee is non-refundable.
A Penalty of 10% of the booking total is paid to the freelancer.
A Refund of 90% of the booking total is credited back to the customers bank account.

…outside 48 hours of booking time.

The booking fee is non-refundable.
There is no penalty amount paid to the freelancer.
A refund of 100% of the booking total is credited back to the customers bank account.

…customer is not available at time of booking.

The booking fee is non-refundable.
A Penalty of 20% of the booking total is paid to the freelancer.
A Refund of 80% of the booking total is credited back to the customers bank account.
(The booking/session must be reported to BeMyFreelancer within 24 hours to process this penalty/refund).

If a freelancer cancels the booking…

Unfortunately, our freelancer may have a rare occurrence of either cancelling your booking or in the worst-case scenario, does not attend the booking. Please report any such instances to BeMyFreelancer so that we can investigate.

There are no minimum or maximum cancellation timeframes for a freelancer.

For a single booking, a full refund of the Booking total and Booking fee will be credited back to the customers bank account.
For a multi session booking, a refund of your session total will be credited back to the customers bank account.

Refund Policy

Our Refund Policy outlines the rules for requesting refunds for services availed through BeMyFreelancer.

What is the Refund Policy?

Our Refund Policy applies to cancelled bookings and when a request to cancel is reported to BeMyFreelancer. We understand disputes can happen and BeMyFreelancer provides a free dispute service for customers and freelancers. The following outlines our procedure and process.

What is the Refund Procedure?

For a dispute to be considered by BeMyFreelancer you will need to:

1.Have work commenced on the booking.
2.BeMyFreelancer’s Terms & Conditions and Code of Conduct must not be breached.
3.Both customer and freelancer have been made aware of the dispute and have attempted to resolve the matter.

We would ask our customers and freelancers to consider the following:

• Try to resolve the dispute as amicably and fairly as possible with the other party.
• Understand or empathise with the other party’s point of view.
• Contact BeMyFreelancer only after exhausting all other efforts.
• Know how to apply and what to expect if you submit a dispute.
• Do not expect a favourable decision without evidence.

What is the Process?

1. Customer or freelancer to contact BeMyFreelancer within 48 hours from either session completion or job completion.
2. Tell us what happened in as much detail as possible.
3. You must include evidence to support your dispute.
4. BeMyFreelancer will take a statement from both the customer and freelancer.
5. A decision will be made.

We may also contact you to get additional information if required.

What are the possible outcomes?

Refund not approved.
If you do not agree with the decision, you may take the matter to your local court or tribunal at your own cost.

Refund approved.
If the refund has been approved the payment may take up to 10 days to be returned to your bank account.
Job is completed - Refund will be less our booking fee.
Job is cancelled - Refund will be considered up to the penalty amount, as per our cancellation policy.

APPENDIX.
a) All refund related issues must be communicated with BeMyFreelancer directly before contacting the card issuing company or concerned bank. In the instance the card issuing company or bank has been contacted, their decision will be deemed as final. BeMyFreelancer will not be able to process a refund.