At KlokHub, we understand that flexibility is key in the freelance world. While we strive to connect freelancers with reliable work and clients with dedicated talent, circumstances can change. This detailed cancellation policy outlines the procedures and conditions for canceling jobs and agreements on the KlokHub platform, ensuring fairness and clarity for all parties involved.
This policy applies to all users of the KlokHub platform, including both Clients (those posting jobs) and Freelancers (those accepting jobs).
Communication is Key: We strongly encourage open and prompt communication between Clients and Freelancers regarding any potential cancellations. Early notification can often mitigate issues and allow for amicable resolutions.
Fairness and Transparency: Our policy is designed to be fair to both parties, recognizing the time, effort, and resources invested by Freelancers and the business needs of Clients.
Platform Role: KlokHub acts as a facilitator. While we provide the framework for cancellations, we do not arbitrate disputes unless explicitly stated or required by law. Users are primarily responsible for resolving cancellation-related issues directly.
Clients may cancel a job or project under various circumstances. The impact of the cancellation on payment will depend on the project status and the notice period.
An "Active Job/Project" is defined as a job that has been accepted by a Freelancer, and work has either commenced or is scheduled to commence imminently.
2.1.1. Cancellation Before Work Commences (No Work Done):
If a Client cancels a job before the Freelancer has commenced any work on the project, and no specific milestones have been approved or deliverables submitted:
No payment will be due to the Freelancer.
Any funds held in escrow for that specific job will be fully refunded to the Client.
Clients are encouraged to cancel as soon as possible to avoid inconvenience to Freelancers who may have already allocated time for the project.
2.1.2. Cancellation After Work Has Commenced (Partial Work Done):
If a Client cancels a job after the Freelancer has commenced work, but the project is not yet complete:
The Freelancer is entitled to payment for the work completed up to the point of cancellation, as mutually agreed upon or based on trackable progress (e.g., submitted milestones, hours logged, or partial deliverables).
The Client must release payment for the completed work.
Any remaining funds in escrow for uncompleted work will be refunded to the Client.
Clients should communicate clearly what partial work is acceptable and the corresponding payment. KlokHub's milestone-based payment system is highly recommended for managing such scenarios, allowing for clear demarcation of completed work.
2.1.3. Cancellation Due to Freelancer Non-Performance/Breach:
If a Client cancels a job due to the Freelancer's failure to meet agreed-upon deadlines, deliver quality work as specified in the job description, or a breach of the agreed-upon terms:
The Client must provide clear evidence of non-performance or breach to KlokHub (if seeking platform intervention).
KlokHub encourages direct communication between the Client and Freelancer to resolve performance issues before cancellation.
Payment for any completed but unsatisfactory work may be withheld, subject to mutual agreement or KlokHub's dispute resolution process.
If no work has been satisfactorily completed, no payment will be due to the Freelancer, and funds will be returned to the Client.
Repeated instances of non-performance may lead to review and potential suspension of the Freelancer's account.
Clients may cancel a job post at any time before a Freelancer accepts it, without any penalty or payment obligations.
Freelancers are expected to honor their commitments once a job has been accepted. However, we recognize that unforeseen circumstances can arise.
If a Freelancer cancels a job before commencing any work, and no specific agreements have been made for upfront payment:
No payment will be due to the Freelancer.
The job will be reopened for other Freelancers to apply.
While minor, frequent cancellations by a Freelancer before starting work may negatively impact their profile rating and visibility on KlokHub.
If a Freelancer cancels a job after commencing work:
The Freelancer is entitled to payment only for the work demonstrably completed and delivered up to the point of cancellation, as mutually agreed upon with the Client.
The Freelancer must notify the Client immediately and return any client-provided materials or access.
KlokHub encourages Freelancers to complete current milestones before cancelling if feasible, to minimize disruption to the Client.
Impact on Freelancer Rating: Cancelling an active project can negatively impact a Freelancer's completion rate and overall reputation on KlokHub. Repeated cancellations may lead to review and potential suspension of the Freelancer's account.
If a Freelancer cancels a job due to the Client's failure to provide necessary information, materials, timely feedback, or a breach of the agreed-upon terms (e.g., repeated payment delays outside of KlokHub's system):
The Freelancer must provide clear evidence of non-performance or breach to KlokHub (if seeking platform intervention).
The Freelancer is entitled to payment for all work completed up to the point of cancellation.
KlokHub encourages direct communication to resolve issues before cancellation.
Repeated instances of client non-compliance may lead to review and potential suspension of the Client's account.
In cases where Clients and Freelancers cannot agree on the terms of a cancellation, particularly regarding payment for partial work, KlokHub encourages users to utilize our Dispute Resolution process.
Users must first attempt to resolve the issue directly through KlokHub's messaging system.
If direct resolution fails, either party can formally initiate a dispute via the KlokHub platform.
KlokHub will review the communication, work submitted, and any relevant evidence to help facilitate a resolution. While KlokHub aims to mediate and assist, the final decision may require mutual agreement or, in some cases, the advice of an independent third party.
All refunds related to cancellations will be processed through the KlokHub payment system.
Funds held in KlokHub's secure escrow system will be released or refunded according to the terms of this policy and any mutual agreements or dispute resolutions.
Processing times for refunds may vary depending on banking institutions and payment gateways. KlokHub aims to process refunds promptly once the cancellation terms are finalized.
Fixed-Price vs. Hourly Jobs:
For Fixed-Price jobs, payment for partial work is typically based on completed milestones. If no milestones are completed, no payment is due.
For Hourly jobs, payment is based on verified hours worked. Freelancers should ensure their hours are accurately tracked and logged via KlokHub's tracking tools where applicable.
Custom Agreements:
While this policy provides a general framework, Clients and Freelancers are encouraged to establish detailed project agreements within the KlokHub platform, outlining specific cancellation clauses if their project requires unique terms. Any such mutually agreed-upon terms should not contradict KlokHub's Terms of Service but can supplement them.
Force Majeure:
In the event of unavoidable circumstances beyond the reasonable control of either party (e.g., natural disasters, government acts), KlokHub encourages understanding and flexible resolution. Payment for work completed up to that point would typically be expected.
KlokHub reserves the right to modify this Cancellation Policy at any time. Users will be notified of any significant changes, and the updated policy will be effective immediately upon posting on the KlokHub website and app. Continued use of the KlokHub service after such modifications constitutes acceptance of the new terms.
By using KlokHub, you agree to abide by the terms of this Cancellation Policy. Our goal is to foster a professional and respectful environment where both Clients and Freelancers can operate with confidence and clarity.
