We’ve taken your feedback into account and have made updates to our cancellation penalty policy.

These changes are effective immediately and will be applied starting from March 2024.

The updated cancellation penalty is as follows:

FOR EXPRESS JOBS:

If an express job was cancelled by customer or rejected by you, and the reason given for the cancellation / rejection goes against our policies, then your credits for that job will not be refunded. In addition, you will also incur an additional penalty of 10 credits.

For example, let’s say you have a total of 10 express jobs that were cancelled by customers or rejected by you. And, for 2 of the jobs, your credits were not refunded because of reasons such as, you cancelled last minute, or customer reported overcharging or rude behaviour. For these 2 jobs, you will be charged 10 credits penalty each, for a total of 20 credits penalty.

Similar to the previous rule set,  you should not have more than 50% cancellation rate otherwise you may be removed from Express access.

We believe these updates create a fairer policy for everyone involved. Thank you for your understanding.