Last updated 10 Nov 2026 · Operated by [Registered business name] (trading as Excavatornet)
1. Cancelling before payment
Unpaid orders, quotes and invoices can be cancelled at any time at no cost — they also expire automatically.
2. When you can get a refund
Unfunded milestones can be cancelled at any time at no cost.
Before delivery: if the freelancer can’t take the project, or you both agree to stop, the escrowed amount is refunded in full to the account you paid from. Any processing fee is refunded only if work never started.
After delivery: check the drawings or estimate against the agreed scope; ask for a revision or open a dispute before approving. We decide to release, refund or split under the Dispute Policy.
Accepted or auto-released milestones are final and can’t be refunded through Excavatornet.
Refunds go back to the same account or wallet you paid from — there is no client credit balance.
Refunds are sent from our payment provider’s portal and normally reach you within 5–10 working days.
3. How to ask for a refund
- Open the order in Account → Orders or contact us (choose “Payments & refunds”) with your order number and the reason.
- We reply within 2 working days and decide within 7 working days. If we need more information we’ll ask.
- Approved refunds are sent to the same account or wallet you paid from, normally within 5–10 working days. Your bank or wallet may take a little longer to show it.
4. Duplicate or mistaken payments
If you were charged twice for the same order, or paid for an order that had already expired, we refund the extra payment in full as soon as we confirm it with our payment provider — you don’t need to ask, but you can.
5. Payment reversals
Please contact us before asking your bank to reverse a payment — we can usually fix things faster. If a payment is reversed, the related service or access is stopped while we look into it.
6. Your statutory rights
This policy doesn’t affect your rights under the consumer-protection law of your province. If we can’t agree, you can approach the consumer court for your district.
Marketplace: escrow and milestone refunds
On the Excavatornet marketplace your payment for a milestone is held in escrow and released to the freelancer only when you approve the work, automatically if you don’t respond to a delivery within 7 days, or by our decision in a dispute.
- Before work is delivered: if the freelancer can’t do the work, or you both agree to cancel, the money held in escrow is refunded in full to the account you paid from. The payment processing fee (if any) is refunded only if work never started.
- After delivery: ask for a revision, or open a dispute before you approve. Our team reviews both sides and decides to release, refund, or split the payment (Dispute Policy).
- Approved or auto-released payments have been paid to the freelancer and are not refundable through the platform.
- Refunds always go back to the same account or wallet you paid from — we don’t keep a credit balance for clients.
- Unfunded milestones can be cancelled by either side at no cost.
Questions about this policy? Email [email protected] or use our contact form.