Cancellation Policy

Effective Date: 5 July 2026

This Cancellation Policy governs how task cancellations, refunds, expiries, and disputes are handled on the WeTask platform. It is designed to protect both Task Creators and Taskers while maintaining platform integrity.

This policy applies to all users. Obligations and conduct specific to service providers (Taskers) are governed separately under the Provider Agreement.

1. Definitions

  • Task Creator: A user who posts and funds a task.
  • Tasker: A service provider who applies for and performs tasks.
  • Admin: WeTask staff authorised to review disputes, refunds, and account activity.
  • Cancellation: A task that reaches final CANCELLED status within the platform.

2. Policy Objectives

  • Provide a fair and transparent cancellation process
  • Reduce misuse of cancellations and refunds
  • Ensure disputes are resolved before penalties are applied
  • Preserve trust and reliability across the platform

3. Task Lifecycle

Tasks may move through the following states:

ACTIVE / ACCEPTED / IN_PROGRESS / CANCEL_REQUESTED / COMPLETE_REQUESTED / DISPUTE_REVIEW / CANCELLED / COMPLETED / EXPIRED

Note: A task is only marked as COMPLETED when both parties approve completion.
Only tasks that reach CANCELLED status are treated as cancellations for policy purposes.

4. Cancellation Requests

Complete task cancellation requires approval from both the Task Creator and the Tasker.

Either party may initiate a cancellation prior to task completion. The cancellation is not final until it reaches CANCELLED status following mutual approval or administrative determination.

5. Detailed Cancellation Flow

Where platform payments are used, Customer funds may be collected and held by WeTask once a task has been accepted.

Completion Confirmation and Auto-Completion

Where a task is marked as complete by one party:

  • The other party will be notified via in-app notification and email
  • The responding party has a limited time to approve or dispute the completion request

If the responding party does not take action within the specified timeframe:

  • The task will be automatically marked as COMPLETED

If the responding party rejects the completion request:

  • The task will be escalated to DISPUTE REVIEW
  • No payment will be processed until the dispute is resolved

Where platform payments apply:

  • Held Funds are only released once the task reaches final COMPLETED status.

5.1 Tasker-Initiated Cancellation

  • When a Tasker initiates cancellation, a confirmation modal is shown
  • The modal clearly states that the task service fee will be deducted from the Tasker's wallet if the cancellation proceeds

Upon confirmation:

  • A cancellation request is sent to the Task Creator for approval
  • The Task Creator is notified that the service fee will be deducted from the Tasker's account

5.2 Task Creator-Initiated Cancellation

  • When a Task Creator initiates cancellation, a modal is shown asking whether they wish to reclaim the task service fee

If the Task Creator selects NO (does not want the service fee back):

  • The cancellation request is sent directly to the Tasker for approval

If the Task Creator selects YES (wants the service fee back):

  • If cancellation is initiated within 30 minutes of task acceptance, the task is eligible for a 100% service fee return, subject to approval
  • If initiated after 30 minutes, the Task Creator is prompted to:
    • Provide a reason for cancellation
    • Optionally upload supporting images or evidence
  • The cancellation request is then sent to the Tasker for approval

Completion vs Cancellation Conflicts

  • If both completion and cancellation are requested, cancellation takes precedence
  • Conflicts automatically escalate to admin review
  • No penalties apply until a final outcome is determined

6. Approval Options & Escalation

When a cancellation approval request is received, the responding party has three options:

  • Accept – Cancellation proceeds according to the request terms
  • Reject – The task is escalated to Admin Review
  • Raise Dispute – The user must provide:
    • A reason for the dispute
    • Optional supporting images or evidence
    The task is escalated to Admin Review

7. Notifications & Response Timeframes

Upon sending a cancellation approval request:

  • An in-app notification is sent immediately
  • An email notification is also sent
  • A second reminder is sent after 24 hours
  • A third and final reminder is sent after 36 hours, stating that the request will be auto-escalated

If no response is received within 48 hours of cancellation initiation:

  • The task is automatically escalated to ADMIN REVIEW

8. Task Expiry

  • Tasks may expire if unaccepted or unresolved
  • Expired tasks do not automatically qualify for refunds
  • Expiry outcomes are assessed case by case

9. Refund Policy

  • A full refund may be issued if cancellation occurs within 30 minutes of acceptance and no work has started
  • All other refunds are discretionary and subject to admin review
  • Refunds are issued as WeTask credits only
  • Refunds are not guaranteed
  • Where WeTask is holding Customer funds, refunds may be made from those Held Funds in accordance with this Policy.

10. Refund Risk Assessment

Refund decisions may consider:

  • Timing of cancellation
  • Evidence of work commenced
  • User cancellation history
  • Repeated or patterned behaviour
  • Information supplied during dispute review

11. Cancellation Limits

Users may initiate up to three (3) post-acceptance cancellations within a rolling review window.

Exceeding limits may result in:

  • Warnings
  • Temporary restrictions
  • Reduced platform privileges

Restrictions may limit task creation or task applications.

12. Administration & Enforcement

WeTask Admins may:

  • Finalise task states
  • Decide refund outcomes
  • Escalate or close disputes
  • Apply or remove account restrictions

Admin decisions are final and logged for audit purposes.

WeTask may continue holding funds while cancellation or refund decisions are being reviewed.

13. Notifications & Records

  • All actions are time-stamped and recorded
  • In-app notifications are the primary communication method
  • Email notifications may be used as a secondary channel

14. Relationship to Other Policies

This policy should be read together with:

Where conflicts arise, WeTask's administrative determination prevails.