Refund Policy

At Topplancer, we are committed to ensuring fair and transparent transactions between clients and freelancers. Our refund policy is designed to protect both parties while maintaining the integrity of our marketplace.

This policy outlines the circumstances under which refunds may be issued, the process for requesting refunds, and the timeline for processing. We encourage all users to review this policy carefully before engaging in transactions on our platform.

This refund policy applies to all services, subscriptions, and transactions conducted through the Topplancer platform, including but not limited to project payments, membership fees, and service charges.

To be eligible for a refund, the following general criteria must be met:

General Eligibility Criteria:

• Request must be submitted within 14 days of the original transaction
• Valid reason for refund must be provided with supporting documentation
• Account must be in good standing with no violations
• Transaction must not fall under non-refundable categories

Non-Refundable Items:

• Completed projects where deliverables have been accepted
• Platform service fees and transaction charges
• Promotional credits and bonus funds
• Services already rendered or partially completed
• Memberships used beyond the trial period

Clients may request refunds under specific circumstances related to project milestones and deliverables:

Full Refund Conditions:

• • Freelancer fails to start work within agreed timeframe
• • Project cancelled before any work begins
• • Freelancer abandons project without communication
• • Deliverables are not provided by the deadline

Partial Refund Conditions:

• • Work completed does not meet original specifications
• • Milestone deliverables are incomplete
• • Quality issues that cannot be resolved through revisions
• • Project terminated mid-way through completion

Milestone/Escrow-Based Projects:

For projects using our escrow system, funds are held securely and released based on milestone completion. Refunds are processed according to:

• • Unreleased milestone funds can be refunded in full
• • Released funds require dispute resolution for refund consideration
• • Partial milestone completion may result in prorated refunds

Freelancers may be eligible for refunds on membership fees and platform charges under certain conditions:

Membership Fee Refunds

• • Within 7 days of upgrade if no benefits used
• • Technical issues preventing service access
• • Duplicate charges or billing errors
• • Account suspension due to platform error

Project Compensation

• • Client cancels before work begins
• • Platform error affecting payment release
• • Unjustified payment disputes by clients
• • Service fee adjustments for errors

Premium memberships and recurring subscriptions follow specific refund guidelines:

Premium Membership Refunds:

• 7-Day Money-Back Guarantee: Full refund available within 7 days of initial subscription if no premium features have been used
• Prorated Refunds: Available for annual subscriptions cancelled within 30 days, calculated based on unused months
• Auto-Renewal Cancellation: Cancel anytime before renewal date to prevent next charge; no refund for current period

Promotional Credits Handling:

Promotional credits, bonus funds, and referral rewards are non-refundable and cannot be converted to cash. These credits remain valid in your account and can be used for future transactions according to their specific terms and expiration dates.

Follow these steps to submit a refund request:

1

Gather Required Information

Transaction ID, payment date, amount, and detailed reason for refund request

2

Prepare Supporting Documentation

Screenshots, communication logs, project files, or any evidence supporting your claim

3

Submit Your Request

Choose one of the following submission methods:

Email Form

Support Ticket

Account Portal

4

Await Review and Response

Our team will review your request and respond within 3-5 business days

Processing Timeline:

Review Time:

3-5 business days

Approval Notice:

Within 24 hours of decision

Processing:

5-10 business days after approval

Refund Method

Refunds are issued to the original payment method used for the transaction. This includes credit cards, debit cards, PayPal, or other payment gateways.

Currency Considerations

Refunds are processed in the original transaction currency. Exchange rate fluctuations may affect the final amount received.

Force Majeure Situations

In cases of natural disasters, pandemics, government restrictions, or other unforeseeable circumstances beyond our control, refund policies may be adjusted on a case-by-case basis.

We will make reasonable efforts to accommodate affected users while maintaining platform sustainability.

Account Violations Impact

Users with active violations of our Terms of Service or Community Guidelines may be ineligible for refunds. This includes:

• • Fraudulent activity or misrepresentation
• • Harassment or abusive behavior
• • Multiple dispute claims
• • Suspended or banned accounts

Chargebacks and Consequences

Filing a chargeback with your payment provider before contacting our support team may result in account suspension and ineligibility for future refunds. We encourage users to work directly with our team to resolve payment disputes.

If your refund request is denied or you disagree with the decision, we offer multiple paths for resolution:

Resolution Process

1

Internal Review

Request a secondary review by a senior support specialist within 7 days of the initial decision

2

Mediation Services

For project disputes, our mediation team can facilitate communication between parties to reach a fair resolution

3

Escalation to Management

Complex cases may be escalated to platform management for final review and decision

Final Decision Authority: All decisions made by Topplancer management regarding refunds are final and binding. By using our platform, you agree to accept these determinations.

For any questions or concerns regarding refunds, our dedicated support team is here to help:

Email Support

For refund inquiries

Response time: 24-48 hours

Support Ticket

Submit online request

Track your request status