1. Principles
- The accepted proposal is the reference for scope, price, dates, revisions and usage rights.
- Keep communication and changes inside the platform so both sides have a record.
- Most issues are resolved by talking early. Raise concerns quickly and in writing.
2. Cancelling a brief
A customer can pause, close or cancel a brief at any time before it is awarded. Professionals who have sent proposals are notified. No fee applies for cancelling a brief that has not been awarded.
3. Withdrawing a proposal
A professional can withdraw a proposal before it is accepted. Proposals also expire on their stated validity date. Once a proposal is accepted, it becomes a project and the rules below apply.
4. Cancelling an awarded project
Either side can request cancellation through the project. The project then moves to a cancellation request, and the other side can accept it, or raise a dispute if they disagree.
| When | What we recommend |
|---|---|
| Before any work or booking | Cancel by mutual agreement. Any advance paid should be returned as the proposal's payment terms provide. |
| After scheduling, before the shoot | Follow the cancellation terms stated in the accepted proposal. If none are stated, agree a fair outcome based on costs already incurred and any dates held. |
| After the shoot has started | Settle for work done and costs incurred. Use the dispute process if you cannot agree. |
Professionals should state their cancellation and rescheduling terms in the proposal. Customers should read them before accepting.
5. Revisions and changes
The proposal states a revision allowance. Requests beyond it, or changes to scope, dates or deliverables, should be agreed as a change to the project, with any price difference recorded. Status history keeps a record of each change.
6. Raising a dispute
Either side can mark a project as disputed. Please include:
- What was agreed (the accepted proposal is attached automatically).
- What went wrong and when.
- What outcome you are asking for.
- Supporting messages, files or screenshots.
7. How we handle disputes
- Direct resolution: the other side is notified and invited to respond in the project.
- Review: if it is not resolved, our team may review the project record, messages and deliverables, and ask both sides for information.
- Recommendation: we may suggest an outcome based on the agreed terms. This is a recommendation to help you settle, not a legal judgement.
- Platform action: where conduct breaches our Terms, we may remove content, limit features or suspend accounts.
8. What we cannot do
- We are not a party to the agreement between customer and professional and cannot force either side to perform or pay.
- We do not hold funds or act as an escrow service unless a payment gateway is configured and clearly stated.
- We are not a court or arbitrator. You may pursue your rights through legal channels at any time.
9. Payments and refunds
Payment status on the platform is a record of what the two sides report. Any refund between customer and professional is as agreed between them. If a payment gateway is introduced in future, this section will be updated to cover gateway refunds, chargebacks and timelines.
To raise a dispute with us directly, contact us and give the project reference.