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Refund Policy

At Taskpull, we want both Buyers and Sellers to have a fair and satisfactory experience. This Refund Policy outlines when Buyers are eligible for refunds, how refunds are processed, and the associated conditions.

1. 14-Day Money-Back Guarantee
Every service purchase on Taskpull comes with a 14-day money-back guarantee for Buyers. This guarantee means:

  • A Buyer may request a refund for an order within 14 days of the order being marked as “Completed” (or delivered, if there’s a formal delivery acceptance). You do not need to give a specific reason, though providing feedback is helpful. We want Buyers to feel secure that if something isn’t right, they won’t lose their money.

  • The guarantee covers the full order amount the Buyer paid, including the upfront $2.50 service fee. If approved, we will refund both the service payment to the Seller (which will be pulled back from the Seller’s account if already released) and the Buyer’s service fee. Essentially, the Buyer can be made whole.

  • No Questions Asked (to an extent): We label it “money-back guarantee” to emphasize ease, but we still ask that Buyers first attempt to resolve any issues with the Seller. If the Seller fixes the problem to your satisfaction, great – no need for a refund. If not, simply contact Taskpull Support within 14 days and request the refund under this guarantee. We will typically honor the request as long as it’s made in good faith and within the timeframe. Abuse of the guarantee (for example, habitually using services and then requesting refunds to get free work) will not be tolerated. We reserve the right to investigate frequent refund requests and decline them if we find bad faith.

  • When a refund is issued under this guarantee, the Buyer loses rights to use any delivered work. The intellectual property rights in the work revert to the Seller, unless agreed otherwise. Buyers must delete or destroy any copies of delivered files if they got a refund for that work (unless the refund was partial or a courtesy for minor dissatisfaction while still using the work).

2. Order Cancellation (Before Completion)
Sometimes an order may need to be canceled before it is completed or delivered, due to various reasons:

  • Seller Not Responsive or Late: If a Seller fails to deliver the work by the agreed deadline and is unresponsive to messages, the Buyer can cancel the order and will be entitled to a full refund. We encourage Buyers to give the Seller a little grace period (sometimes emergencies happen), but if it’s clear the Seller is non-communicative, feel free to cancel. Use the “Cancel Order” function or contact Support. The funds (including Buyer fee) will be returned to the Buyer. Sellers will not be paid for orders they did not deliver on.

  • Mutual Agreement to Cancel: Buyer and Seller might mutually decide to cancel an order (for instance, the project requirements changed significantly, or they just agree not to proceed). In such cases, either party can initiate a cancellation request. If both accept, the order is canceled and the Buyer is fully refunded. There is no penalty to either side for mutual cancellations, though a high rate of cancellations might affect a Seller’s rankings.

  • Buyer Change of Mind (Early): If a Buyer changes their mind soon after ordering (before the Seller has invested significant time), they can request a cancellation. We advise doing this as early as possible. The Seller should generally accept if little/no work was done yet. If the Seller already started substantial work, they may dispute a full refund. Taskpull might decide on a partial refund in some cases to compensate the Seller’s time. But within the first 1-2 days of an order, usually a full cancellation is fine.

  • Seller Requested Cancellation: If a Seller finds they cannot complete the order (due to illness, unexpected inability, etc.), they should inform the Buyer promptly and ideally cancel the order from their side. The Buyer will be fully refunded. Sellers are expected to have good reason for this (repeated cancellations by Sellers without good cause can lead to warnings or suspension).

Process: To cancel before completion, use the order page’s cancellation option or contact our support. Once cancellation is confirmed, refunds are processed to the original payment method. It might take a few business days to appear on your bank or card statement depending on your provider.

3. Partial Refunds and Disputes
If a Buyer is partially satisfied – for example, the work was delivered but some requirements weren’t met – the Buyer and Seller might negotiate a partial refund (meaning the Buyer pays a reduced amount and possibly keeps the work that was done).

  • Direct Negotiation: The Buyer can propose a partial refund amount to the Seller through messaging. If Seller agrees, Taskpull support can facilitate that refund of an agreed amount while releasing the remainder to the Seller. For instance, on a $200 order, Buyer and Seller agree that Buyer will accept it if $50 is refunded (maybe due to a small part not done); we would then pay out $150 to Seller and return $50 to Buyer.

  • Dispute Mediation: If Buyer and Seller cannot agree, either can escalate to Taskpull (via the “Report Issue” button or emailing disputes@taskpull.com). Our team will review the order, delivered work, and communications. We may propose a fair resolution, which could be a partial refund, a full refund, or no refund, depending on circumstances. We generally look at: Did the Seller deliver something of value? How far off was it from the request? Did the Buyer use what was delivered? Each case is unique.

  • Refund to Taskpull Credit: In some instances, a Buyer might be offered a refund as Taskpull credit (to use for future orders) rather than back to card/PayPal. This might happen if a long time has passed or if Buyer prefers that. However, under the 14-day guarantee or in normal disputes, we aim to refund back to original payment to truly return the money. Taskpull credit (bonus credit) might be given as compensation in addition to no, or for gestures of goodwill. Note: Taskpull credits cannot be withdrawn as cash and may expire after a certain period (90 days).

4. Non-Refundable Situations
While we strive to be fair to Buyers, there are certain cases where refunds will generally not be given:

  • Buyer Satisfaction Despite Delivery: If a Buyer approved the work and marked the order as complete, and significant time (beyond 14 days) passed, we consider the matter closed. A later change of heart does not qualify for a refund. For example, if 3 months later you decide you don’t like the logo delivered, that’s beyond the scope of our guarantee.

  • Using the Work then Asking Refund: If evidence shows the Buyer is using the delivered work (e.g. a video is live on their YouTube, or a code is running on their website) and then they request a refund claiming dissatisfaction, we will likely deny the refund or require the Buyer to cease using the work. You can’t have your cake and eat it too – either you accept the work and use it, or you reject it and get a refund (and then can’t use it).

  • Unrelated Issues: If a Buyer has an issue not directly related to the service quality or delivery (for example, Buyer’s own circumstances changed and they no longer need the service, after it’s delivered as requested), that typically isn’t grounds for a refund. We sympathize, but the Seller has done their part. The Buyer’s change of need is not the Seller’s fault. (Buyers should cancel early in such cases, not after completion.)

  • Late minor delivery with acceptance: If a Seller was a bit late but the Buyer still accepted the delivery and the work was good, a refund won’t be given just because of lateness after the fact. Though we encourage punctuality, once you’ve got the completed work, a small delay alone usually doesn’t merit a refund (except if the delay caused clear damage that can be evidenced, which is rare in freelance tasks).

  • Force Majeure Events: If a project fails due to events outside the control of Seller (and Buyer isn’t charged anyway), then refund not applicable because no payment went through. But if paid and something like a site outage delayed things, we will handle case-by-case. Usually, technical platform issues that cause failure would end in a refund or redo without penalty to either side.

5. How Refunds are Processed

  • Payment Method: Refunds will be returned to the same payment method the Buyer used. If you paid by credit card via Stripe, the refund goes to that card. If PayPal was used, refund goes to your PayPal balance or original funding source depending on PayPal’s rules. It can take a few business days for your bank or card to show the refunded amount. We will send a confirmation once processed.

  • Currency and Amount: The refund will be for the exact amount in the currency you paid (in USD for example). If your bank account is in another currency, the amount might fluctuate due to exchange rates – Taskpull isn’t responsible for currency conversion differences between charge and refund. We refund the USD amount we received (or the portion thereof). Any fees taken by payment providers in the process (like a PayPal refund fee in some countries) are generally covered by Taskpull – we try to ensure you get the net amount back.

  • Timeline: Once approved, we typically initiate refunds within 1-2 business days. After that, card refunds might take 5-7 days to reflect, PayPal usually quicker. We’ll keep you updated. If a refund doesn’t appear after a reasonable time, contact support and we will help track it.

6. Sellers and Refunds
This section is mostly buyer-facing, but Sellers should note:

  • If a refund is given to a Buyer, the Seller’s earnings for that order will be deducted. If the Seller has already withdrawn the money, their account could show a negative balance which they must reconcile (by paying it back or by future earnings being applied to it).

  • Sellers should avoid scenarios leading to refunds by delivering quality work and communicating. It’s better to voluntarily offer a partial refund or fix issues than to have an unhappy Buyer escalate for a full refund.

  • In cases of unjustified refund requests, we will side with Sellers. For example, if a Buyer consumed the service fully and is just trying to not pay, we will deny the refund and protect the Seller (and possibly take action against the Buyer). Our goal isn’t to allow free work, it’s to protect genuine buyers from genuine problems.

  • If a refund happens, Sellers can ask for feedback on what went wrong to improve. A refund case might also reflect in the Seller’s metrics (we track cancellation and refund rates). Too many refunds/cancellations might affect your visibility or lead to review of your account, as it indicates potential service issues.

7. Statutory Rights
This Refund Policy provides our platform-specific terms. It does not limit any statutory consumer rights you may have. For instance, EU consumers have a right to withdraw from certain contracts concluded online within 14 days. Note that custom services that have been fully performed may not be subject to such withdrawal if performance began with your consent, etc. Many services on Taskpull (being personalized digital content) might be exempt from the normal EU 14-day withdrawal law once delivered. However, since we offer our own 14-day guarantee, you’re effectively covered in that timeframe regardless. If any law provides you greater protection or rights to refunds, those will apply. We aim to comply with all relevant consumer protection laws.

8. Contact for Refunds
For any refund or cancellation requests, you can usually initiate through the platform (order page) or contact our Support Team at support@taskpull.com. We will guide you through the process and ensure a fair outcome. If you email, include your order number and reason for the refund so we can assist faster.

We want you to feel confident shopping on Taskpull. This policy is here to ensure transparency and fairness. Happy buying and selling!