If you need to cancel your project and recover the deposited funds, you can use the Mediation process. This is a mutual agreement negotiation stage and has no cost for either party. Before initiating it, make sure to:
- Recover access: Change or remove all passwords, credentials, or server access that you shared with the professional to perform the work.
- Have the work delivered: If you agreed to release a percentage of the money for partial progress, make sure you have those files in your possession before starting the process. Once mediation is closed, the project will be permanently canceled, and you will not be able to claim any deliverables from the freelancer.
2. Step-by-step to start your Mediation To send your cancellation proposal, perform the following steps within the platform:
- Go to the corresponding project, click on the three dots (
) button at the top right ("Actions"), and select Start mediation process.
- The system will show important warnings about your project status; read them and click to proceed.
- Complete the form by indicating the reason for cancellation and the percentage of funds you want to release to the freelancer.
- Note on percentage: Enter only the number. For example, write 0 if you believe you shouldn't pay anything, or 20 if you want to release 20% of the total escrow for the progress received.
3. Deadlines, responses, and destination of funds Once your proposal is sent, the process proceeds as follows:
- Response time: The freelancer has a deadline of 24 to 96 hours to accept your proposal, send a counterproposal, or request arbitration. If they do not respond within this limit, the system will consider the proposal as automatically accepted.
- Using Your Refunded Balance: Returned funds will be credited to your available balance under My Finances → Account Activity. You can use these funds for future projects or request a refund to your original payment method by clicking the Payout icon
.
- Service commission: Keep in mind that if the project is canceled through mediation or arbitration, the 4.5% Workana service fee is non-refundable.