cancellations and refunds policy
after the commencement of a product/item, the buyer or seller may request a cancellation:
a) the requestor must notify the other party of the cancellation by placing a message in the productstrand. alternatively, if there are funds in the account and the buyer believes they are entitled to a refund subject to section , the buyer can notify the seller of the cancellation by requesting a refund using the “request refund” action on the productstrand.
b) if the buyer fails to notify the seller in the workstrand that they wish to cancel the job and the job is subsequently completed, the buyer must pay for the service delivered in accordance with these terms and conditions.
once notified of a cancellation:
a) the seller should stop working on the job immediately;
b) the parties should agree in the productstrand what payment is necessary for any work completed (or time spent, if it is a per hour custom job). if the cause of the cancellation was not due to the circumstances defined in section 1.2the seller is entitled to request payment at minimum equal to the value of the deposit funds held in the account. the seller should request payment in accordance with section 3 of these terms.
1.2 refund policy
a buyer is entitled to receive a refund of funds held in the bond account under the following circumstances:
a) no response: the seller has not responded in the workstrand within one (1) working day of the commencement of the purchase;
- for products, the seller of an products did not deliver the scope of sales within the delivery timescales indicated in the salepoint.
- for fixed price or price per item custom product, non-delivery means agreed product was not delivered within the agreed timescales;
c) poor quality: with the exception of per price, the deliverables provided by the seller do not meet the terms defined in section 3.2 after at least two revisions have been provided by the seller in response to detailed feedback from the buyer; or
d) the seller lost a dispute.
buyer and seller may mutually agree to a refund for reasons other than the previous clause however authorization of such refunds will be subject to a review by izooq, as defined in section 1.3.
- refunds are only applicable to funds held in the bond account. as per section 3, funds should only be paid out of the bond account once the buyer is satisfied that the job (or any agreed milestone deliverables) has been completed. by releasing funds from the bond account the buyer accepts that this money is non-refundable.
- buyers must avoid filing a dispute or reversing payment through their credit card holder, bank or paypal. attempts to seek a refund in this way will lead to the buyer's account being automatically suspended.
1.3 requesting a refund
a buyer can request a refund of the funds held in the bond account using the “request refund” action in the workstrand and specifying a reason for their request:
a) the seller must either approve or reject the refund request. rejected refund requests are raised automatically to izooq for dispute assistance and handled in accordance with section 7;
b) if the seller does not respond to a refund request within three (3) working days (a “non-actioned” refund request) then izooq may release the funds automatically back to the buyer subject to the following clause.
izooq will process approved (or non-actioned) refund requests back to the buyer's izooq billfold subject to a review of the refund reason and circumstances to ensure that both parties have complied with these terms and conditions, and that the purpose of the refund is not to avoid any of the parties' obligations under these terms and conditions. if izooq reasonably believes that the parties have not complied with these terms and conditions or are seeking to avoid any such obligations izooq shall not be obliged to make the refund.
refund and cancellation penalties
users are strictly discouraged from causing cancellations and refunds. refunds will impact users standing in the izooq marketplace as follows:
a) where the seller is at fault for the refund (for example, due to no response, poor quality of work or they have cancelled the job), it will negatively impact their seller status and rankings;
b) where the buyer is found to be the cause for the refund (for example, an early cancellation due to a change in their business need) it will negatively impact their buyer status;
c) multiple refunds attributed to a user will lead to temporary and/ or permanent restrictions on their account depending upon the severity.
- izooq will process approved (or non-actioned) refund requests back to the buyer's izooq billfold subject to a review of the refund reason and circumstances to ensure that both parties have complied with these terms and conditions, and that the purpose of the refund is not to avoid any of the parties' obligations under these terms and conditions. if izooq reasonably believes that the parties have not complied with these terms and conditions or are seeking to avoid any such obligations izooq shall not be obliged to make the refund.
izooq encourage our sellers and buyers to try and resolve any disagreements between themselves. however should that not be possible izooq customer services can provide dispute resolution?
a dispute can be raised as follows:
a) by the seller manually after a buyer has rejected an invoice;
b) by the seller automatically if they decide to reject a refund request received from a buyer.
if the amount disputed is £100 (or €130 or usd $160) or above, izooq may reach out to both parties in order to mediate and try and bring the dispute to resolution.
izooq will aim to make a resolution decision on behalf of both parties within seven (5) days. if a mutual resolution has already been agreed between both parties on the workstrand, then the dispute will either be cancelled or resolved in line with the mutual agreement.
in the event of having to make a resolution decision, izooq will use only the communication in the workstrand as sole evidence, and consider:
a) if both parties are acting in good faith and have tried to resolve the issue between themselves before contacting us, including at least a second attempt made between both parties to complete or rectify the job;
b) if the job was delivered (or the milestone was met, if the dispute is for a milestone payment) in accordance with the terms in section 3;
c) for disputes concerning the quality of the work delivered: izooq will consider whether the seller has met general quality standards as defined in section 3.3. assessments on quality i) down to perceived taste, or ii) requiring specialist technical or subject matter expertise, will not form part of the resolution decision;
d) if the buyer and seller have complied with these terms and conditions.
in the event of having to make a resolution decision on behalf of the parties, izooq will notify both parties within fourteen (14) days of the dispute. the disputed funds shall be dealt with in accordance with the resolution decision. our involvement with the dispute ends once the resolution in relation to the dispute has been communicated.