Last updated: January 17, 2025

At Thiama, we strive to create a balanced and fair environment for freelancers and clients. Our cancellation policy protects the interests of both parties and ensures professionalism, transparency, and mutual respect throughout the project lifecycle.

 

1. General Guidelines
  • Scope: The cancellation policy applies to all projects and transactions facilitated through the Thiama platform.
  • Objective: To ensure fairness and clarity in handling cancellations, disputes, and refunds.
  • Key Principle: Before initiating a cancellation, freelancers and clients must adhere to the project’s agreed-upon terms and conditions.

 

2. Cancellation by Clients

 

Before Project Acceptance
  • Clients can cancel a project without penalties before the freelancer accepts the offer or the contract starts.

 

After Project Acceptance
  • If clients cancel the project after acceptance but before significant work begins, they may be eligible for a partial refund based on the freelancer’s time and effort spent preparing for the project.
  • For ongoing projects, clients must provide a minimum of 48 hours notice to cancel without incurring additional charges.

 

Cancellations Due to Dissatisfaction
  • If the client is dissatisfied with the work delivered, they must:
    • Provide clear feedback for revisions.
    • Allow the freelancer at least two opportunities to make necessary corrections.
  • If issues remain unresolved, the client can initiate a dispute for mediation by Thiama.

 

3. Cancellation by Freelancers

 

Before Starting the Project
  • Freelancers can decline a project before starting without penalties.
  • Repeated cancellations may impact their profile rating and visibility.

 

During the Project
  • Freelancers must reasonably justify canceling projects during an active phase (e.g., unforeseen personal emergencies or the client’s failure to cooperate).
  • In such cases:
    • Any advance payment must be refunded for uncompleted work.
    • The client will have the option to hire a replacement freelancer through Thiama’s priority support.

 

4. Mutual Cancellations
  • Both parties can mutually agree to cancel a project:
    • Any unused escrow funds will be returned to the client.
    • Any completed milestones must be compensated as agreed upon in the contract.

 

5. Refund Policy
  • Refunds are managed based on the progress of the project and the reason for cancellation:
    • Full Refund: If no work has been completed or the freelancer fails to start the project.
    • Partial Refund: If work has been partially completed, the refund will be calculated based on milestones achieved and deliverables submitted.
    • No Refund: If the project is completed per the agreed scope and the client fails to raise concerns within 14 days of delivery.

 

6. Escrow and Payment Handling
  • All payments are held in Thiama’s escrow system until the client approves milestones.
  • If a project is canceled:
    • Funds for completed and approved milestones will be released to the freelancer.
    • The remaining funds will be refunded to the client, excluding platform fees.

 

7. Dispute Resolution
  • If either party disagrees on the terms of cancellation or refund:
    • They can raise a dispute within 7 days of the cancellation request.
    • Thiama’s mediation team will review the case and make a binding decision based on the evidence provided (e.g., contracts, communication, work submitted).
 
8. Penalties for Abusive Cancellations

Thiama reserves the right to penalize users for cancellations made in bad faith, including:

  • Freelancers: Profile suspension or account deactivation for repeated cancellations without valid reasons.
  • Clients: Restriction on account privileges for unsubstantiated disputes or repeated cancellations.
 
9. Communication Guidelines
  • Both parties must maintain professional communication during cancellation discussions.
  • Escalations should only occur if direct communication fails to resolve the issue.

 

10. Amendments

Thiama may update this cancellation policy periodically. Users will be notified of any significant changes.

For further assistance regarding cancellations, contact our support team at [email protected].