Order, cancellation and dispute policy in plain words.

The Order, Cancellation and Dispute Policy sets out how an order runs from payment to approval, and what happens when delivery is late, the work isn't right, or someone wants to cancel. This article explains it in plain words. The binding text is the Order, Cancellation and Dispute Policy page.

Before you start

• Money for every order is held as Payment Secured. See the refund policy for how it's released and refunded.
• Everything you say and send on Belancer is the record used if there's a dispute.

Steps

1How an order runs

1. The client pays and the money is held.
2. The seller confirms the requirements and starts.
3. The seller delivers through the order page.
4. The client approves, or asks for changes within the included revisions.
5. If the client does nothing for 3 days after delivery, the order completes on its own.

2Late delivery

If the seller misses the delivery date, the client can extend it, or cancel straight away with a full refund to their Belancer Balance.

3Cancellations

• Before work starts: either side can ask; if both agree, the client gets a full refund.
• After work starts: both sides must agree on what's paid for work done. If not, open a dispute.
• Cancellations that are the seller's fault count against their record.

4Partial refunds

A partial refund splits the held money exactly. Belancer's fee is only taken on the part the seller receives.

5Disputes and appeals

Raise the issue from the order first. The other side has 48 hours to answer. Both can propose a settlement. Otherwise a Belancer reviewer decides within 3 business days. Either side can appeal within 7 days; money stays frozen until the appeal is decided.

What happens next

During the seller's Pending period (14 days), the client can still raise an issue. After that, the money is the seller's and can't be pulled back by a report.

Troubleshooting

• I want to cancel but there's no button. Cancelling is only open in some states. See cancel an order.
• The work arrived but it's wrong. Ask for a revision, or use Report a problem, not Cancel.
• The order completed by itself. The review time passed. During Pending you can still report a problem.

Good to know

• Some cases skip disputes: late orders (the client cancels), and consultant no-shows are handled by fixed rules.
• Projects follow the same idea per milestone; hourly work is handled per week.
• Older versions of the policy stay readable on the legal page.

Note: This article is a guide. The policy page is the binding text.

Tip: Agree the details in writing on Belancer before starting. Clear scope prevents most disputes.