1. Principle
Freelance services are usually custom digital or professional services. Once work has started, a full refund is not automatic. This policy explains the Platform default. A Buyer and Seller may agree a stricter or more generous cancellation clause in a quote or brief; that clause governs the user-to-user contract if it is lawful. Last updated 1 September 2026.
2. Mandatory consumer cooling-off rights
If you are a consumer entitled to a statutory cooling-off or withdrawal right (for example, EU/UK distance-contract rules), that right applies to the extent the law grants it. Many professional services and fully performed digital services are excluded, or the right is lost if you request immediate performance and acknowledge that you will lose the right. We will honour a valid statutory withdrawal. Statutory rights prevail over this policy.
Australian Consumer Law, Brazil CDC, Quebec CPA, and other non-excludable consumer remedies (including failure of a consumer guarantee) also prevail. This policy does not limit those remedies.
3. Cancellations before funding
Either party may cancel an unfunded order or unpaid quote according to the status shown in the workspace. No Platform refund is needed because no funds were captured.
4. After escrow is funded
- Mutual cancellation: if both parties agree, we will refund the Buyer the held amount net of non-refundable payment-network costs unless we agree to absorb them.
- Buyer cancellation for convenience after funding: the Seller may retain a portion that reasonably reflects work already done, documented time, or a cancellation fee stated up front. Remaining funds are refunded.
- Seller cancellation / no-show: the Buyer is entitled to a refund of held funds for undelivered work, and we may take enforcement action against the Seller.
- Non-delivery after a reasonable time: the Buyer may open a dispute.
- Partial delivery: refunds may be partial, matching the undisputed undelivered portion.
5. Chargebacks and payment disputes
If a Buyer files a chargeback with their card issuer or bank, we and the payment partner will respond with order evidence. Filing a chargeback instead of using SydGiG disputes, when the product was delivered as agreed, may be treated as a breach and can lead to account limits. We may pause payouts during a chargeback. If the chargeback is lost, amounts (including fees) may be recovered from the Buyer or Seller according to who caused the loss.
6. Abuse
Refund fraud, friendly fraud, "chargeback after download", or threatening negative reviews to extract money outside the dispute process is prohibited and may be reported to authorities and payment partners.
7. Contact
Refund operations: support@sydgig.com. Escalations: legal@sydgig.com.