While successful completion is the goal for every order, sometimes cancellations are necessary. This guide explains the cancellation process, policies, and potential impacts for both clients and talents.
HomeRender offers multiple cancellation options depending on your circumstances:
Client-requested cancellation
When a client initiates cancellation due to dissatisfaction, change in requirements, or other reasons.
Talent-requested cancellation
When a talent initiates cancellation due to inability to fulfill requirements, unreasonable client demands, or other valid reasons.
Mutual cancellation
When both parties agree that the best course of action is to cancel the order.
Support-initiated cancellation
In some cases, HomeRender Support may need to cancel an order due to violations of Terms of Service, failed dispute resolution, or other reasons.
Important: Mutual cancellations are often the best option when both parties agree, as they have minimal negative impact on talent metrics.
Eligibility for cancellation depends on the order status and timing:
Pending orders
Clients can cancel a pending order (before the talent has started work) with no penalties or impact.
Active orders
Once the talent has started work, clients may still request cancellation, but the talent can either accept or decline the request. If declined, the client can contact Support for further assistance.
Late deliveries
If a talent is late on delivery (more than 24 hours past the deadline), clients can cancel the order with full refund without requiring talent approval.
Post-delivery cancellation
After delivery, clients have 3 days to request revisions or cancellation if the work doesn't meet the agreed requirements. After 3 days, orders are automatically completed.
Follow these steps to request or manage a cancellation:
Navigate to order page
Go to your orders page and select the specific order you wish to cancel.
Attempt resolution
Before cancelling, we recommend discussing issues with the other party to see if the order can be saved through revisions or clarification.
Initiate cancellation
If resolution isn't possible, click the "Cancel Order" button on the order page.
Select reason
Choose the most appropriate reason for cancellation from the dropdown menu. Be honest and specific as this helps with proper handling.
Provide details
Explain the situation in detail to help the other party and Support team understand your position.
Await response
The other party will be notified and can either accept or decline the cancellation. If accepted, the order will be cancelled immediately. If declined, you can either work towards resolution or escalate to Support.
Note: Once a cancellation is finalized, it cannot be reversed. Make sure cancellation is truly necessary before proceeding.
If you're unable to resolve cancellation issues with the other party, HomeRender Support can help:
When to contact Support
Contact Support if the other party is unresponsive, declines a valid cancellation request, or if you need assistance with a complex situation.
How to reach Support
Click on "Contact Support" from the order page, or navigate to the Help Center and select "Contact Us" to open a ticket.
Provide evidence
Include all relevant details and communication to help Support make an informed decision.
Response time
Support typically responds within 24-48 hours. Please be patient as they review the case thoroughly.
For talents, cancellations can impact your account metrics and status:
Talent level effects
Excessive cancellations can negatively impact your talent level and affect your visibility in search results.
Cancellation rate
HomeRender tracks your cancellation rate, which is calculated as a percentage of cancelled orders compared to your total orders. A rate above 5% may lead to account restrictions.
Mutual and client cancellations
Mutual cancellations generally have minimal impact, but if a pattern emerges, it may still affect your metrics. Client cancellations affect your metrics unless determined that the client was at fault.
Talent-initiated cancellations
These have the most significant negative impact on your account standing. Use them sparingly and only when absolutely necessary.
Tip: If a cancellation was caused by circumstances beyond your control, you can appeal to Support with evidence to have it exempt from your metrics calculation.
Here's what happens after an order is cancelled:
Refund process
For clients, refunds are processed according to the resolution and typically appear in your account within 5-7 business days, depending on your payment method.
Partial payments
In some cases, Support may determine that partial payment to the talent is appropriate if significant usable work was delivered before cancellation.
Ratings and reviews
For orders cancelled during active status, parties may still be able to leave reviews. For pending order cancellations, no review option is available.
Re-ordering
Clients can place a new order with a different talent after cancellation if they wish to continue with their project.
The best way to handle cancellations is to prevent them in the first place:
Clear communication
Set clear expectations from the beginning about deliverables, timeline, and number of revisions included.
Detailed requirements
For talents, ensure you gather all necessary information upfront. For clients, provide comprehensive details about what you need.
Regular updates
Talents should provide progress updates, especially for longer projects. This builds trust and allows for early course correction if needed.
Address issues promptly
When problems arise, address them immediately through open communication rather than letting them escalate to cancellation.
Be realistic
Talents should only accept projects that match their skills and availability. Clients should set realistic expectations about quality, timeline, and budget.