Refund & Cancellation Policy

1. Overview

Every project on Lancer runs on a Scope of Work that the client and the freelancer agree and sign before anything is paid. Refunds are judged against that signed scope and the dates in it.

This policy covers every project agreed and paid for through Lancer (lancer.sa), operated by Lancer Technology, Commercial Registration No. 7050335376. It sits alongside our Terms of Service and follows the Saudi E-Commerce Law (Royal Decree No. M/126).

Terms used here

• Client: the person or business hiring through Lancer.
• Freelancer: the service provider delivering the work.
• Project: a piece of work agreed on Lancer, with a price, deliverables and a delivery time in days.
• Scope of Work: the outcome, deliverables, acceptance checks, exclusions and client inputs that both sides sign before payment. It is the reference point for every refund decision.

2. How payment works

The client pays Lancer once both sides have signed. Lancer pays the freelancer after the client approves the delivery.

1. The client and the freelancer sign the Scope of Work.
2. The client pays the total shown, through Lancer's payment provider. The delivery time starts from this payment.
3. The freelancer submits the delivery through Lancer.
4. The client has 3 days to approve the delivery, request a revision, or open a dispute.
5. If the client does nothing within 3 days, the delivery is approved automatically and Lancer pays the freelancer.

Once a delivery is approved, manually or automatically, the project is closed and is no longer eligible for a refund through Lancer.

3. Cancellations by the client

A paid project is cancelled through a cancellation request on Lancer. What the client gets back depends on the freelancer's answer.

Under Saudi law, the 7-day right to withdraw does not apply to services made to the client's own specification once they have begun. Almost every Lancer project is custom work, so the cancellation request above is the client's protection.

4. When a refund is due

Refunds are judged against the signed Scope of Work, not against personal taste.

Full refund

• The freelancer never delivers.
• The delivery is more than 15 days late (see section 5).
• The delivery is clearly not what was agreed in the Scope of Work, and the freelancer will not or cannot fix it.
• The work is plagiarised, copied, or infringes someone else's rights.

Partial refund

• Only part of the agreed deliverables were provided.
• The project is cancelled midway, and some usable work has been delivered.

In these cases Lancer refunds the unfinished share and pays the freelancer for the rest.

No refund

• The work matches the Scope of Work, but the client has changed their mind or preferences.
• The client asks for something that was not in the Scope of Work.
• The client has not used the revisions included in the project.
• The client caused the delay, for example by not providing files, access or feedback on time.
• The delivery has already been approved, manually or automatically.

5. Late delivery and freelancer cancellations

If a freelancer misses the delivery date or walks away from a project, the client gets their money back.

Late delivery

• If the freelancer misses the delivery date, the client can agree a new date with them through Lancer, or send a cancellation request.
• If a delivery is more than 15 days late, the client can cancel on their own for a full refund, unless the delay was caused by force majeure or by the client.
• Freelancers must tell the client through Lancer as soon as they expect a delay.

Cancellation by the freelancer

• A freelancer who cancels before delivery triggers a full refund to the client, including Lancer's service fee.
• Cancellations and missed deadlines are recorded on the freelancer's account. Repeated cases can lead to lower visibility, suspension, or removal from Lancer.

6. Revisions and disputes

A revision comes first, a refund second. Most problems are fixed faster by the freelancer than by a dispute.

Revisions

Each project includes the number of revisions set in the Scope of Work. Clients should use them before asking for a refund. A revision request must stay within the signed scope; new requirements are a new project.

Opening a dispute

1. The client opens a dispute from the order page within the 3-day review window, before the delivery is approved. A declined cancellation request also becomes a dispute.
2. Both sides have 3 days to share their side, with files, messages and the Scope of Work.
3. Lancer reviews only what was agreed and exchanged on the platform.
4. Lancer issues a decision within 5 business days: full refund, partial refund, an extra revision, or payment to the freelancer.

No payment is made to the freelancer while a dispute is open. Lancer's decision is final within the platform. It does not limit either party's right to go to the competent authorities or courts in Saudi Arabia.

Agreements made off Lancer (by WhatsApp, phone or email) cannot be reviewed. Keep project communication on the platform.

7. How refunds are paid

Approved refunds go back to the payment method the client used. Lancer processes them within 5 business days of the decision, and the client's bank may take up to 14 days to show the amount.

Fees

• With a full refund, Lancer's service fee is refunded too.
• With a partial refund, the service fee is refunded in the same proportion.
• Bank or currency conversion charges set by the client's bank are outside Lancer's control.
• All amounts are in Saudi riyals (SAR) and include VAT where it applies.

8. Misuse, governing law and contact

Misuse

Lancer may suspend accounts that abuse this policy. That includes repeated refund claims on delivered work, using work after requesting a refund, or filing a chargeback with the bank while a dispute is open on Lancer.

Governing law

This policy is governed by the laws of the Kingdom of Saudi Arabia, including the E-Commerce Law and its Implementing Regulations. Nothing in it reduces the rights consumers have under those laws.

Changes

Lancer may update this policy. The version in force when a project was signed applies to that project.

Contact

For any refund or cancellation question, email contact@lancer.sa or use the Contact page.

Lancer Technology · Commercial Registration No. 7050335376