Effective Date: July 25, 2025
At KlokHub, we are committed to providing a fair and transparent platform for both Clients and Freelancers. Our primary goal is to ensure successful project completion and satisfactory outcomes. This Refund Policy outlines the conditions under which refunds may be issued on the KlokHub platform, emphasizing the role of our secure escrow system and dispute resolution process.
This policy applies to all transactions conducted through the KlokHub platform.
Escrow System: KlokHub utilizes a secure escrow system to hold funds for fixed-price projects. Funds are released to the Freelancer only upon the Client's approval of completed milestones or final project delivery. For hourly projects, funds are released based on approved time logs. This system is designed to protect both parties and facilitate fair refunds when necessary.
Communication First: We strongly encourage Clients and Freelancers to communicate directly and attempt to resolve any issues regarding project scope, quality, or delivery before initiating a refund request.
KlokHub's Role: KlokHub acts as a neutral third-party facilitator. While we provide the framework for transactions and dispute resolution, we do not guarantee project outcomes or arbitrate every minor disagreement. Our decisions in refund cases are based on the evidence provided and adherence to our Terms of Service and this Refund Policy.
Clients may be eligible for a refund under the following circumstances:
2.1. Project Cancellation by Client (Fixed-Price Projects):
Before Work Commences: If a Client cancels a fixed-price project before the Freelancer has commenced any work (i.e., no milestones have been started or deliverables submitted), the Client is eligible for a full refund of any funds held in escrow for that project.
After Work Commences (Partial Refund): If a Client cancels a fixed-price project after the Freelancer has commenced work but before completion:
The Freelancer is entitled to payment for all mutually agreed-upon and approved milestones/deliverables completed up to the point of cancellation.
The Client will receive a refund for the remaining funds held in escrow that correspond to the uncompleted portion of the project.
If there is a dispute over the value of partial work, the KlokHub Dispute Resolution process will be initiated.
2.2. Project Cancellation by Freelancer (Fixed-Price Projects):
Before Work Commences: If a Freelancer cancels a fixed-price project before commencing any work, the Client is eligible for a full refund of any funds held in escrow for that project.
After Work Commences (Partial Refund): If a Freelancer cancels a fixed-price project after commencing work:
The Freelancer is entitled to payment only for the demonstrably completed and approved milestones/deliverables up to the point of cancellation.
The Client will receive a refund for the remaining funds held in escrow corresponding to the uncompleted portion of the project.
If the Freelancer abandons the project without delivering any usable work for a paid milestone, the Client may be eligible for a refund for that milestone, subject to the Dispute Resolution process.
2.3. Client Dissatisfaction with Delivered Work (Fixed-Price Projects):
If a Client is dissatisfied with the final deliverables or a specific milestone and believes the work does not meet the agreed-upon requirements or quality standards:
The Client must first communicate their concerns to the Freelancer and attempt to resolve the issue directly through revisions or further discussion.
If a resolution cannot be reached, the Client may initiate the KlokHub Dispute Resolution process.
Based on the evidence provided (original job description, communication logs, delivered work), KlokHub's dispute resolution team will determine if a full, partial, or no refund is warranted. Factors considered include the extent of the deviation from requirements, the Freelancer's effort, and the usability of the delivered work.
2.4. Non-Delivery of Work (Fixed-Price Projects):
If a Freelancer fails to deliver any work for a paid milestone or the entire project by the agreed-upon deadline, and has not communicated a valid reason or sought an extension, the Client may be eligible for a full refund for the undelivered portion, subject to the Dispute Resolution process.
2.5. Hourly Projects:
Refunds for hourly projects are generally limited to cases where:
The Freelancer has logged hours for work not performed.
The Freelancer has logged hours for work that clearly falls outside the agreed-upon scope of the project.
The Client identifies fraudulent activity related to time logging.
Clients must review and approve hourly logs regularly. Any disputes regarding hourly billing must be raised promptly (within 48 hours of log submission). Unapproved or disputed hours will be subject to the Dispute Resolution process.
2.6. Duplicate Payments or Technical Errors:
If a Client makes a duplicate payment for a single project or experiences a technical error resulting in an overcharge, KlokHub will issue a full refund for the erroneous amount upon verification.
Freelancers are generally paid for work completed and approved. Refunds from a Freelancer to a Client are typically a result of the scenarios outlined in Section 2. However, Freelancers are protected in cases of client non-compliance:
Client Non-Payment/Breach: If a Client fails to release funds for approved milestones or completed hourly work, or breaches the terms of the agreement (e.g., by demanding work outside scope without additional payment):
The Freelancer should contact KlokHub support.
KlokHub will investigate and, if the Client is found to be in breach, will release the funds from escrow to the Freelancer for the completed work. This is not a refund to the Freelancer, but rather ensuring the Freelancer receives due payment.
For any refund request that cannot be mutually resolved between the Client and Freelancer:
Direct Communication: Both parties must first attempt to resolve the issue directly through KlokHub's messaging system.
Initiate Dispute: If direct communication fails, either the Client or the Freelancer can formally initiate a dispute through the KlokHub platform within [e.g., 7 days] of the issue arising (e.g., milestone delivery, project cancellation).
Evidence Submission: Both parties will be required to submit all relevant evidence, including the original job description, proposals, communication logs, delivered files, and any other supporting documentation.
KlokHub Review: KlokHub's dispute resolution team will review all submitted evidence and communications.
Decision: KlokHub will make a decision based on the evidence, our Terms of Service, and this Refund Policy. Our decision will be final and binding on both parties, unless otherwise required by law.
Refund Processing: If a refund is approved, it will be processed according to Section 5.
Method: All refunds will be processed back to the original payment method used by the Client (e.g., bank account, mobile money wallet).
Timeline: Once a refund is approved (either by mutual agreement or through the dispute resolution process), KlokHub will initiate the refund within [e.g., 5-7 business days]. The actual time for the funds to appear in the Client's account may vary depending on their bank or payment service provider (typically 3-10 business days).
Currency: Refunds will be issued in the currency in which the original payment was made. KlokHub is not responsible for any fluctuations in currency exchange rates between the time of payment and the time of refund.
The following situations are generally non-refundable:
KlokHub Service Fees: Transaction fees, platform fees, or other service charges collected by KlokHub are generally non-refundable, as they cover the cost of providing the platform and facilitating the transaction.
Third-Party Charges: Any charges incurred from third-party payment processors or banks (e.g., foreign transaction fees) are typically non-refundable by KlokHub.
Work Approved and Released: Once a Client has approved a milestone or the final project and released funds from escrow to the Freelancer, those funds are generally non-refundable, unless a specific agreement is reached directly between the Client and Freelancer outside of KlokHub's system, or in cases of proven fraud.
Dissatisfaction Not Related to Scope/Quality: Refunds will not be issued for dissatisfaction based on subjective preferences not explicitly covered in the original job agreement, or for changes of mind after work has been completed according to specifications.
KlokHub reserves the right to modify this Refund Policy at any time. Users will be notified of any significant changes by posting the updated policy on our website and app, and updating the "Effective Date." Your continued use of the KlokHub service after such modifications constitutes your acceptance of the new terms.
If you have any questions or concerns regarding this Refund Policy or a specific refund request, please contact our support team:
KlokHub Support Email: klokhubhq@krustylab.com Address: 4, Port Loko Street, Zone 3, Wuse, Abuja.
