Services within a project can be cancelled for any of the following reasons:
Follow the steps here to cancel the service(s) within a project.
Important Notes and FAQs:
Can editors and customers initiate a cancellation of a project?
Can editors and customers initiate a cancellation of a project?
Currently, only customers can cancel an order, and we hope to add this feature for editors within the coming weeks.
What's the difference between cancelling and disputing a project?
What's the difference between cancelling and disputing a project?
There are several key differences:
Cancellations can be initiated only by customers at this time, while a dispute can be initiated by customers or editors.
Cancellations can be resolved between customers and editors without any involvement of Pixlmob admin. However, each dispute is reviewed and resolved by a Pixlmob admin.
Cancellations are only for instances in which both parties mutually agree a service should be cancelled, such as the wrong service or quantity was ordered.
If there is an issue with the quality of work received, the timing of the delivery, etc., the order needs to be disputed - not cancelled - so our team can review the order and resolve it appropriately.
When an order is cancelled, the customer is not able to leave a review or satisfaction rating of the editor. However, when an order is disputed, the customer is able to both review and rate the editor.
Can I cancel only 1 service within a project or are all cancelled?
Can I cancel only 1 service within a project or are all cancelled?
All services that were ordered together (at the same time in 1 transaction) will be included in a cancellation request and there is no way to cancel only 1 service.
If you need to cancel only 1 service and not all of the purchased services, you should dispute the project so our team can review the project and issue a partial refund.
If you order a new service within a past project that already has previously ordered services within that project, this new service can be cancelled independently of the others within the project.
What happens if an editor declines the cancellation?
What happens if an editor declines the cancellation?
If an editor declines the cancellation, the editor is expected to continue working on the project and to deliver it by the deadline, which does not change if a cancellation is requested. If you feel the project should still be cancelled, you can dispute it and a Pixlmob admin will review it within 1 business day. If a cancellation request is declined, it cannot be initiated again.
How long does the editor have to respond to the cancellation request?
How long does the editor have to respond to the cancellation request?
There is no set deadline or expected response time for cancellation requests.
Please give the editor a minimum of 2 hours to view and respond to your request.
Keep in mind the time difference and working hours that many editors keep. If you submit a cancellation request during the hours an editor is not working, it is reasonable to expect a response when his working hours resume and he's not expected to respond sooner.
You should not dispute the order because you have not heard back from the cancellation request unless the order is now overdue.
Can I cancel the project at any time?
Can I cancel the project at any time?
Cancellation requests can only be initiated up until the editor has delivered the project. Once delivered, if there is an issue, the project should be disputed.
If the editor accepts the cancellation request, will I get refunded?
If the editor accepts the cancellation request, will I get refunded?
Yes, if the editor accepts the cancellation request, you will be automatically and immediately refunded to your Pixlmob balance, including any ASAP fees.
Can I withdraw a cancellation request?
Can I withdraw a cancellation request?
Cancellation requests cannot be withdrawn. If you no longer wish to cancel the project, simply message the editor and tell him to decline the cancellation request and continue working.
Important Note: AI Clips and AI HDR orders cannot be cancelled.