Hi there! You might be wondering, what is our cancellation policy? At Quest, we strive to maintain a consistent and reliable marketplace for all our Heroes and Citizens. Cancelling a quest threatens the reliability of our marketplace. In order to minimise cancellations, we urge all parties to communicate clearly and set expectations. However, there might be instances that things won’t go as planned on your quest, and cancellation could be the only solution.
Our cancellation policy is designed to clarify the expectations and responsibilities of both Citizens and Heroes when it comes to cancelling or backing out from a quest.
TLDR, cancelling quests will incur fees, and if you’re found responsible for causing the cancellation, you will be charged a Cancellation Fee. Check out our Cancellation FAQ for specific scenarios!
01Cancellation by Citizens
You're a Citizen if you're looking to get things done and you are the one posting a quest and accepting Heroes' offers.
As a Citizen, if you decided to cancel a quest after accepting a Hero's offer, you will be refunded the quest price via your original payment method. The service fee will also be refunded the same basis.
If you are responsible for the cancellation, the service fee is non-refundable.
02Cancellation by Heroes
You're a Hero if you complete quests for others and you do this by making offers and getting them accepted.
As a Hero, if you cancel a quest, you will be prompted to provide reasons and evidence (if any) for cancelling the quest. If you are responsible for the cancellation, a cancellation fee (10% of the quest price), will be deducted from your next payment payout.
This fee helps to cover the costs associated to connecting a Citizen to a Hero, and allows us to uphold the trust and responsibilities of using the Quest platform.
03Dispute resolution
When a Citizen or a Hero submits a cancellation request, each party will be given a chance to provide reasonings and evidence for cancelling the quest. The party will be held responsible for the cancellation fee based on the information provided when prompted. In case of disputes regarding cancellations, the Quest Support team will mediate between the parties involved to reach a fair resolution.
04Exceptions
Exceptions to the cancellation policy may be made in extenuating circumstances, subject to review by Quest Support team.
