During mediation, both the client and the professional can negotiate to try to reach an agreement on the project cancellation and the distribution of the funds.
If they are unable to reach an agreement, either party may request arbitration, in which Workana will act as an arbitrator and review the case to determine how the project will be resolved and what percentage of the funds held in escrow will be released to each party.
During both mediation and arbitration, the client or the professional may receive a violation that will be visible on their Workana profile if it is determined that they failed to comply with the agreed project terms or the platform's policies.
By submitting a proposal for a project, the professional agrees that Workana may intervene as an impartial third party to resolve disputes that the parties are unable to settle on their own and commits to respecting the decisions made as part of this process. Our goal is to assess each case individually, taking into account the available information and seeking a fair resolution for both parties.
Below are some situations in which project cancellation may be attributed to the professional.
1. When There Are No Verifiable Records or Messages on the Platform to Demonstrate That the Work Has Been Completed or Is in Progress
Can I receive a violation in this situation? Yes.
At Workana, professionals are responsible for keeping clients informed about the project's progress and documenting their progress and deliveries through the platform's messages. Clients, in turn, are responsible for monitoring the work, reviewing deliveries, and accepting or rejecting them, requesting revisions or adjustments when necessary.
If, during a mediation or arbitration process, we cannot find regular records that allow us to verify the progress of the work, there is a high risk of a violation being issued if a dispute arises between the parties.
If a prolonged period has passed without communication or recorded activity on the project, it may be closed without prior contact with the professional if the client decides to initiate a mediation process. Depending on the severity of the case, the account may also be suspended, as this lack of follow-up may be considered a failure to fulfill the commitments made on the platform.
How Can You Avoid This Situation?
Document progress and deliveries: Regularly record progress updates and deliveries in the project messages on Workana.
Maintain active communication: Both the client and the professional should maintain clear and consistent communication through the project throughout the course of the work.
Respond promptly: If either party sends a message, we recommend responding within 24 hours of receiving it.
2. When the Professional Is Unjustifiably Delayed
Can I receive a violation if this happens? Yes.
As a professional, you may receive a violation if we determine that the delay had no specific and valid reason or that the agreed delivery deadline was not met, and the client decides not to continue waiting for the delivery.
Therefore, it is important to plan your delivery schedule carefully before starting a project and to keep the client informed of any situation that may affect your ability to meet the agreed deadlines.
3. When a Professional Promises to Deliver Work but Never Follows Through
Can I receive a violation if this happens? Yes.
As a professional, you may receive a violation if you commit to making deliveries but fail to do so and do not maintain clear communication with the client regarding the status of the agreed work.
Additionally, depending on the severity of the case, your Workana account may be suspended.
4. When the Work Is Poorly Executed
Can I receive a violation if this happens? Yes.
If Workana intervenes through a mediation or arbitration process, the project and the deliveries made will be reviewed.
We will verify whether the delivered work meets the agreed terms and the requirements established in the project. If it is determined that the deliveries do not meet the agreed requirements, the professional may receive a violation.
5. When a Professional Fails to Properly Review a Project's Specifications and Is Subsequently Unable to Complete the Work
Can I receive a violation if this happens? Yes.
At Workana, professionals are responsible for thoroughly reviewing the project's requirements, scope, and conditions before submitting a proposal and, especially, before the proposal is accepted.
Once the funds have been deposited into escrow, the professional has 24 hours to withdraw from the project without receiving a violation.
The professional has up to 24 hours after the funds are deposited into escrow to withdraw from the project without receiving any penalties. However, if the professional determines that they are unable to complete the work, it is best to withdraw before the client accepts the proposal.
⚠️ Important: If the professional or the client shares contact information and moves communication outside the platform, this option is no longer available, even if they are still within the 24-hour period. In such cases, the project must be canceled through Workana's mediation process.
6. When Technical Difficulties Arise That Were Not Identified Before Starting the Work
Can I receive a violation if this happens? It depends on the situation.
If technical difficulties arise that prevent you from starting, making progress on, or completing the project, you should document the situation in the Workana project messages and contact the support team as soon as possible, explaining the problem and the reasons why you will be unable to complete the work.
If the justification is valid and it can be verified that the problem is not the professional's responsibility, you will not receive a violation.
7. When a Client Is Not Satisfied With the Result
Can I receive a violation if this happens? It depends on the circumstances of each case.
If the client is not satisfied with the delivered result, Workana will assess during the arbitration process whether the work meets the requirements and conditions agreed upon at the beginning of the project. If it is determined that the delivery does not meet the agreed requirements, the professional may receive a violation.
On the other hand, if it is verified that the work meets the agreed requirements but the client is still dissatisfied with the result, the client will be required to make a partial payment, the amount of which will be determined based on the specific circumstances of each case. In this situation, the project will be canceled, and the client will not be allowed to use the delivered work.
8. When a Force Majeure Event Occurs
Can I receive a violation if this happens? No, provided the situation is properly justified and documented.
An illness or the death of a family member may be considered a force majeure event. If you need to cancel a project for either of these reasons, you must provide a medical certificate or death certificate, as applicable, to justify the situation and avoid receiving a violation.
Other circumstances may also be assessed as force majeure events, provided valid documentation is submitted to verify what happened.
9. When the Client and the Professional Agree to Cancel a Project
Can I receive a violation if this happens? It depends on the circumstances of each case.
If it is determined that you failed to fulfill the agreed terms, you may receive a violation even if the client agrees to cancel the project.
At Workana, we strive to maintain a community of committed professionals and ensure that each profile's history accurately reflects the progress and outcomes of projects carried out on the platform.
⚠️Even if a project is completed successfully, Workana may issue a violation if it identifies a breach of its policies or if issues subsequently arise that are directly related to the freelancer’s conduct during the project.
10. Mediation and Arbitration Costs and Conditions
Mediation is free of charge and allows the client and the professional to negotiate independently in an attempt to reach an amicable agreement regarding project cancellation and the distribution of funds. If they cannot reach an agreement, either party may request arbitration, which costs USD 10 and must be paid by the party requesting it.
⚠️ Attention: Projects with a budget below USD 30 go through an automatic arbitration process, in which 50% of the funds are released to each party. If either party is found to be improperly taking advantage of this policy, Workana may impose sanctions.
Our Commitment Is to Help You Resolve Issues
If any issues arise during the course of a project, don't hesitate to contact us for assistance. Our goal is to provide fair guidance and assess each situation impartially.
Showing a willingness and taking the initiative to resolve issues can help find a solution and reduce the risk of receiving a violation.
At Workana, we value both professionals and clients who demonstrate a willingness to communicate and resolve disputes. If any issues arise, our team will be available to provide guidance and support throughout the process.
Please keep in mind that each case is unique and is assessed individually, taking into account its specific circumstances and the available information.