Refund & Cancellation

1. Overview

Refund and cancellation eligibility may depend on the current project stage, work already completed, approved project price, applicable platform charges and the reason for cancellation.

Customers and editors should communicate through Connect2Edit so that project instructions, approvals, revision requests and disputes can be reviewed using available platform records.

2. Cancellation before editor acceptance

A customer may cancel a project request before it is accepted by an editor. If no payment has been collected, no refund will be required.

If an advance payment has already been collected, the eligible amount may be returned after deducting any non-refundable payment gateway charge or other charge disclosed before payment, subject to applicable law.

3. Cancellation after editor acceptance

Once an editor accepts a project and begins work, cancellation may be subject to review. The amount payable or refundable may depend on the work already completed and reasonably demonstrated by the editor.

The customer should provide a clear reason for cancellation. Connect2Edit may review project instructions, messages, uploaded material and work progress before determining the appropriate resolution.

4. Cancellation after preview delivery

A customer should review the preview against the original project requirements and request eligible corrections within the permitted review period.

A refund may not be available merely because of a change in personal preference when the delivered preview substantially follows the confirmed requirements. Material failure to follow those requirements may be reviewed through the dispute process.

5. Completed and approved projects

A project will generally become ineligible for cancellation after the customer approves the completed work and the final file is released.

This does not prevent a user from reporting fraud, unauthorized activity, file corruption or another serious issue that could not reasonably have been identified during the approval process.

6. Cancellation by a video editor

An editor who cannot complete an accepted project should notify the customer and Connect2Edit as soon as reasonably possible.

Where an editor cancels without completing the agreed work, the customer may be eligible for a refund of the applicable project amount. Repeated or unjustified editor cancellations may result in account restrictions.

7. Refund processing

Approved refunds will normally be returned through the original payment method or another legally permitted method supported by the payment service provider.

Bank and payment-provider processing times may apply after Connect2Edit initiates an approved refund. The exact expected processing period will be confirmed before launch.

8. Disputes

Customers and editors should first attempt to resolve reasonable project concerns through the platform's communication and revision process.

If the issue remains unresolved, either party may submit a dispute with relevant information, including the original requirements, communications, previews and delivery records.

Connect2Edit may temporarily hold an eligible payment or payout while a dispute is being reviewed, subject to the final payment architecture and applicable rules.

9. Refund exceptions

A refund may be refused or reduced where:

• The customer approved and received the final work
• The request is based only on an undisclosed change of mind
• The customer supplied incomplete, incorrect or unlawful material
• The customer failed to respond during the applicable review period
• The user attempts to misuse the refund process
• The issue resulted from circumstances outside the editor's or platform's reasonable control

Nothing in this policy is intended to remove any mandatory consumer right available under applicable law.

10. Changes to this policy

This policy may be updated when project processes, payment systems, fees or legal requirements change. The current version will display its effective date.

11. Refund and dispute contact