Refund Policy

Payment routing and refund eligibility

When a client makes a payment through Cloza, funds are routed to the freelancer via Paystack's payment infrastructure. The funds are held by Paystack pending freelancer delivery and client approval, and are settled to the freelancer's payout account upon milestone approval or after 72 hours of no client response (unless a dispute is opened).

Once payment is made through Cloza, the client's obligation to the freelancer is treated as paid. Refunds are available only before a freelancer submits a delivery. After delivery, refunds are handled through the dispute resolution process defined in the Terms of Service.

Dispute outcomes

If a dispute is raised and Cloza's team determines in the client's favour, a refund may be issued. Refunds are processed as partial refunds based on the collected milestone amount net of payment processing charges. Refunds via Paystack typically take 3–5 business days to appear.

Verified Pro badge

The ₦5,000 Verified Pro fee is non-refundable once identity verification has been completed. If verification fails due to a platform error (not user error), a full refund will be issued within 2 business days.

Platform fees

The Cloza platform fee is non-refundable once funds have been settled from protected payment to a freelancer's payout account. The tiered fee schedule applies per milestone: under ₦500,000, 2% capped at ₦8,000; ₦500,000–₦2,000,000, 1.5%; ₦2,000,000–₦5,000,000, ₦25,000 + 0.8%; above ₦5,000,000, ₦65,000 + 0.2% of the amount above ₦5,000,000. Payment processing fees applied at checkout are governed by Paystack and are not refundable by Cloza after successful processing.

How to request a refund

Email support@withcloza.com with your project reference number, a description of the issue, and any supporting evidence. We will respond within 24 hours on weekdays.