This article details the eligibility for project cancellation in the following circumstances:

  • User unresponsiveness

  • Failure to meet agreed project deadlines

  • Deliverable not consistent with agreed project terms


Please note that all communication (or attempted contact) refers only to the shared Twine messages between client and freelancer.

If a Vault payment has been released to the freelancer, this payment cannot then be refunded. Vault payments are automatically released to the freelancer after a period of 90 days.


Either user unresponsive: No mutual agreement of terms

  • If either user is unresponsive.

  • User requesting cancellation has attempted contact following the initial pitch.

  • Other user has not responded for seven days following an attempt at contact (maximum of ten days following hire).

If the request is made by the freelancer: Vault payments are released
If the request is made by the client: Vault payments are refunded


Freelancer unresponsive: Mutual agreement of terms

  • Client requesting cancellation has attempted contact in reference to the agreed project delivery date.

  • Freelancer has not responded for three days following the agreed delivery date.

Outcome if the above criteria are met: Vault payments refunded to the client


Client unresponsive: Mutual agreement of terms

  • Freelancer requesting cancellation has attempted contact in reference to information regarding deliverable

  • Freelancer is unable to continue work without client communication

  • Client has not responded for seven days freelancer attempted contact

If the client also will not respond to the Twine team within five days of direct outreach following cancellation request: Vault payments released to the freelancer


If the client responds to Twine team: outcome pending investigation

If no specific day or time frame is agreed upon, it is the role of the Twine team to determine what is a reasonable outcome on a case-by-case basis. The process of any investigation, and ultimate outcome, to be led by the cancellation terms stated above. Twine will make payments or refunds based on this outcome. However, it should be noted Twine is not a mediator, and the relationship is between Client and Freelancer.


Failure to meet agreed project deadlines

  • Freelancer has failed to produce a deliverable within the agreed timeframe.

  • Client requesting a cancellation can provide evidence of timeframe agreed with freelancer within shared Twine messages.

Outcome if the above criteria are met: Vault payments refunded to the client


Deliverable not consistent with agreed project terms

  • Freelancer has failed to produce a deliverable consistent with agreed project terms; of very low quality not consistent with the standard of their Twine portfolio.

  • Client requesting a cancellation can provide evidence of terms agreed with freelancer within shared Twine messages.

Outcome if the above criteria are met: Vault payments refunded to the client


If you are eligible for project cancellation, please proceed by submitting a dispute form:


Full Terms & Conditions

Clause 4: Engagements
4.1 You may use the Twine Platform to engage with a Seller or Buyer. These Terms will not apply to any Engagement, and the Twine Engagement Terms and Conditions will apply. We are not party to any Engagement, which are between the relevant Seller and the relevant Buyer.4.2 (Unless agreed with Us in writing) all Engagements shall be via the Twine Platform and all payments will be made through the Twine Platform and via PayPal, Braintree, Stripe or any other payment method we may state on the Twine Platform.

4.1 If the Seller fails to perform the Services by the applicable dates, the Buyer shall, without limiting or affecting other rights or remedies available to it, have one or more of the following rights:

Clause 5: Under Buyer Obligations in engagement-terms

5.1 The Buyer shall: (where relevant) provide the Seller with reasonable access at reasonable times to the Buyer's premises for the purpose of providing the Services; and provide such necessary information for the provision of the Services as the Seller may reasonably request.

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