1.1 If the Customer cancels a job request for which payment has been made:

(a) at least 24 hours before the job start time, the Company will refund the charges less the Platform Service Fee and the Convenience Fee to the Customer. No payment will be made to the Expert in this case.

(b) within 24 hours of the job start time then the Company will not refund the charges, the Platform Service Fee and the Convenience Fee to the Customer. Payment equivalent to the session charge will be made to the Expert in this case.

(c) within 24 hours of the job start time due to unforeseen circumstances and, based on communication and evidence provided, the Company is satisfied that the charges should be returned to the Customer, the Company will (at sole discretion) refund up to 75% of the session charges to the Customer less the Platform Service Fee and the Convenience Fee. Payment of up to 25% of the session charge will be made to the Expert in this case.

1.1(a) and (c) are subject to clause 1.3.

1.2 Following resolution of a cancelled job in accordance with clause 5.1, the Knexup Platform may take up to 28 days to return the funds to the Customer and make payment to the Expert.

1.3 If, for any reason, the funds cannot be transferred to the Expert or returned to the Customer (as the case may be) or no claim is otherwise made for the funds; the funds will remain with the Company until paid or otherwise for up to three months from the date of completion or cancellation (as the case may be).

1.4 Following the three months referred to in clause 5.3 and provided there is still no dispute, the funds will be automatically credited to the Company account and no further claim entertained from Expert or Customer.

1.5 If a Customer wishes to raise a dispute regarding a job and request refund then this must be done within 24 hours of the job completion time. The company may decide (at sole discretion) to refund the Customer the session charge, in part or full, less the Platform Service Fee and the Convenience Fee.

1.5 No refund of charges can be claimed for any digital content purchased and downloaded by the Customer on the Knexup platform.