GeoEspace Refund and Replacement Policy
Commitment to Excellence, Client Satisfaction, and Professional Standards
At GeoEspace, we are dedicated to connecting companies with the most qualified freelance professionals in the fields of geology, mining, the petrol industry, and the environment. To uphold the trust placed in our platform and to guarantee the satisfaction of our clients, we have established a robust Refund and Replacement Policy. This policy provides clear terms under which clients can request a refund or a replacement freelancer in the event of dissatisfaction.
1. Policy Objective
The purpose of this policy is to:
- Ensure clients receive professional and high-quality service from freelancers.
- Mitigate risks for companies engaging freelancers through the GeoEspace platform
- Provide a structured and fair process for addressing service-related issues.
- Reinforce GeoEspace's commitment to client satisfaction and operational transparency.
2. Trial Period (7 Days) – Satisfaction Guarantee
Each freelance engagement begins with a 7-day trial period, during which the client is encouraged to evaluate the freelancer's:
- Technical competence
- Work ethic and punctuality
- Communication and collaboration skills
- Alignment with project objectives and team dynamics
During this period, clients may:
- Terminate the engagement without penalty
- Request a full refund of any fees paid
- Request a replacement freelancer better suited to the role
GeoEspace Offer international companies the option to hire freelancers for a short-term, contract (e.g., 1-2 month) to test the freelancer’s work. GeoEspace can facilitate the contract and guarantee refund or replacement if the company is unsatisfied.
3. Eligibility Criteria for Refunds or Replacements
A refund or replacement request may be granted under the following conditions:
- The freelancer fails to meet the agreed-upon deliverables within the scope and timeline.
- The freelancer exhibits unprofessional behavior, including but not limited to:
- Poor communication
- Repeated absences or lateness
- Breach of confidentiality or platform policies
- The freelancer's work is of substandard quality, does not follow the brief, or lacks technical accuracy.
Note: GeoEspace reserves the right to investigate all claims and may request supporting evidence from the client before processing the request.
4. Procedure for Requesting a Refund or Replacement
To request a refund or replacement, the client must:
1. Submit a formal request through the GeoEspace platform support portal or email support@geoespace.ca within:
- 7 calendar days from the start of the engagement (trial period)
- Or, within 3 business days of identifying a serious performance issue after the trial period
2. Include the following in the request:
- Contract or project reference number
- Description of the issue(s) encountered
- Evidence or supporting documents (e.g., work files, communication records)
GeoEspace will:
- Acknowledge receipt of the request within 24 hours
- Conduct an internal review, which may include interviews with the freelancer and client
- Communicate a decision within 3 to 5 business days
5. Resolution Options
Upon validation of the client's request, GeoEspace will offer one of the following remedies:
5.1. Full Refund
- Applicable during the 7-day trial period
- Funds will be returned via the original payment method within 7 business days of approval
- Provide a structured and fair process for addressing service-related issues
- Reinforce GeoEspace's commitment to client satisfaction and operational transparency.
5.2. Partial Refund
- Applicable after the trial period if work has commenced but is unsatisfactory
- The refund amount will be calculated based on:
- Hours worked
- Deliverables submitted
- Deductions for administrative or processing costs (if applicable)
5.3. Freelancer Replacement
- A new freelancer will be proposed within 3 to 7 business days, depending on availability
- The replacement process includes consultation with the client to ensure a better match
- No additional fees will be charged for the replacement during the same engagement cycle
6. Limitations and Exclusions
This policy does not apply in the following situations:
- Dissatisfaction arising from scope changes not communicated or approved by GeoEspace or the freelancer
- Delays or disruptions caused by the client's own internal factors
- Requests made outside the specified timeframes
- Projects conducted outside the GeoEspace platform
- Disputes not supported by adequate documentation or clear evidence
7. Client and Freelancer Responsibilities
7.1. Clients Must:
- Provide a clear scope of work and expectations from the outset
- Communicate professionally and timely throughout the engagement
- Act in good faith when initiating refund or replacement requests
7.2. Freelancers Must:
- Maintain high professional standards in line with GeoEspace's Code of Conduct
- Communicate openly and perform duties as agreed
- Accept feedback constructively and work collaboratively with clients
8. Confidentiality and Dispute Resolution
All information submitted during the refund or replacement process will be handled confidentially. GeoEspace strives to resolve all disputes amicably and fairly. In the rare event that a dispute cannot be resolved internally, the matter may be referred to external arbitration or mediation in accordance with GeoEspace's platform terms of use.
9. Policy Revisions
GeoEspace reserves the right to revise this policy at any time to reflect changes in operational or legal requirements. All updates will be communicated through the platform and via email to registered users.
Contact
For all refund or replacement inquiries, please contact:
GeoEspace — Your Trusted Partner in Freelance Excellence