Requested refund declined
Completed
Dear Team,
I have received an email notification that my refund request hasn't been approved due to possible negotiations with the freelancer.
We had approached the particular freelancer on the 3rd of June asking for a logo making. From the beginning he was reluctant to call us to let us explain what we wanted or what the company's mentality is. We had decided to follow his regulations and accepted his offer. The first samples arrived on the 14th of June and it wasn't as what we had hoped for. We reached out with more clarifications and descriptions and we received a reply back on the 16th saying '' I will look it up.'' On the 22nd of June we received another reply with new updates and we decided to proceed with one logo. We asked what was the procedure from now on and no reply came back with a new update or the logo specs in order to give it to our supplier in Italy to start making the labels. On Wednesday the 30th we reached out and asked for an update where we received a short message saying that we will receive the specs next day. Friday 2nd of July and not having received an update or response we emailed freelancer stating that we weren't happy with his services and his delays are causing us delays and we decided for a refund. Freelancer replied back to our personal email with the below response: (names are deleted for GDPR reasons)
'' Hi, So sorry about the delay with the logos its been a tough week as i tried to explain on PPH, i could of sent the final files right now but as the refund has been requested i can no longer complete the job which is a shame, i feel absoluetly gutted with myself. Also as stated on PPH please don’t pass on, use or duplicate and of the logos i presented as they still belong to me. Very best of luck with the project and the logo hope you find what you are looking for. Kind Regards''
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Fri, 2 Jul, 19:10 (3 days ago)'' Under you T&Cs in PPH it states ''if you are canceling because the agreed work has not been delivered and therefore you believe that you are entitled to a refund of the money held in the Escrow account you can request a refund''. In another section you state: ''If the Freelancer is late in delivering the work because they were held up awaiting instructions, materials or input from you then the project cannot necessarily be regarded as late. We always encourage Buyers to provide the Freelancer with everything they need up front as much as possible and be available to answer questions during the project to progress things along. If the timescales look like they are slipping unavoidably due to your own constraints then simply agree revised timescales with your Freelancer so that they know what they need to aim for.'' In another section of requesting a refund you also state: ''If the agreed delivery date has passed and you haven't received the work from your Freelancer then you may want to request a refund. Freelancers get penalised on PeoplePerHour for jobs refunded because they haven't delivered (or haven't been responsive). '' Please kindly explain why our situation and our decision doesn't fall under your T&Cs - Request refund, since we have been waiting for over 1 month to receive work ordered and service approach was bad by the corresponding freelancer. We never missed sending an update or description as to what we wanted and we didn't cause the timescale to slip. His last email clearly states that freelancer is acknowledging his mistake and only after we requested refund decided to negotiate and provide us the logo. That movement is quite sketchy and leaves more questions than before. If we hadn't complained how long we would have been waiting for an update? This is a clear case where a project is delayed by the freelancer therefore amounts to a breach of contract giving rise to a possible claim by the employer for damages. There isn't any negotiations pending under the above assumption and there isn't any intention from us to use the corresponding logos. We are looking forward for a fast response from you. Kind regards, |
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