Refund Policy

Last Updated: 06/05/2024

Welcome to Flance. This Refund Policy explains how refunds are handled on our platform. Flance operates as a freelancer marketplace that connects Employers (Clients) and Freelancers for fixed-price and hourly-based projects, using an escrow-based payment system, internal wallet, and a structured dispute resolution process.

By using Flance, you agree to the terms outlined in this Refund Policy.

1. Role of Flance

Flance acts as a neutral intermediary platform and does not directly provide freelance services. Payments made on Flance are held securely in escrow until agreed project milestones or work conditions are met.

Flance does not guarantee the quality, delivery, or outcome of services provided by freelancers.

2. Escrow Payments & Refund Eligibility

Fixed-Price Projects

  • Payments made for fixed-price projects are deposited into escrow.

  • Funds are released to the freelancer only after the employer approves the completed work or milestone.

  • If work has not started or a milestone has not been delivered, the employer may request a refund through the dispute system.

Hourly Projects

  • Hourly payments are calculated based on tracked work hours.

  • Once hours are approved and invoiced, they are non-refundable, unless a dispute is raised within the allowed time window.

3. Wallet Balance Refunds

  • Any unused wallet balance may be eligible for refund upon request, subject to verification.

  • Wallet funds received as bonuses, promotions, or credits are non-refundable.

  • Refunds, if approved, will be processed to the original payment method wherever possible.

4. Dispute Resolution

If there is a disagreement between an employer and a freelancer:

  • Either party may raise a dispute through the Flance Dispute Resolution System within the specified time period.

  • Flance may request supporting evidence such as messages, files, work submissions, or time logs.

  • Based on the review, Flance may:

    • Release funds to the freelancer

    • Refund funds to the employer

    • Split funds between both parties (where applicable)

All dispute decisions made by Flance are final and binding.

5. Non-Refundable Situations

Refunds will not be provided in the following cases:

  • Work has been completed and approved by the employer

  • Milestones have been released by the employer

  • Delays caused by lack of communication or requirements from the employer

  • Change of mind after work has started

  • Platform service fees, transaction fees, or withdrawal charges

6. Platform Fees

  • Flance platform service fees are non-refundable once a transaction is processed.

  • Payment gateway charges may not be refundable depending on the provider’s policies.

7. Refund Processing Time

  • Approved refunds may take 5–10 business days to reflect, depending on the payment method and bank processing times.

  • Flance is not responsible for delays caused by banks or payment gateways.

8. Account Suspension & Violations

If an account is suspended or terminated due to violation of Flance’s Terms of Service, any remaining balance may be withheld or forfeited, subject to legal obligations.

9. Changes to This Policy

Flance reserves the right to modify this Refund Policy at any time. Updates will be posted on this page with the revised date.

10. Contact Us

If you have questions regarding refunds or disputes, please contact us at:

Email: support@flance.com
Platform: Help Center / Support Ticket