Cancellation & refund policy
How to request a cancellation, wallet refund or manual payment return.
Requesting cancellation
To request cancellation, provide the order ID and a valid reason. Explain what has changed or why the order should be cancelled. The team reviews the request against the order details and work already performed.
Requests can be made before or during the work. Work having started does not, by itself, prevent a cancellation or refund review.
Unsatisfactory work or unmet requirements
If you are unhappy with the work, or the agreed requirements have not been fulfilled, contact support with a clear explanation and relevant evidence. The team reviews the original requirements and the delivered work to arrange an appropriate resolution.
A full or partial refund may be arranged according to the issue and the work involved. Partial refunds can also be discussed with the customer. A refund request should not be treated as an automatic payment before the team has reviewed it.
Wallet credit comes first
Approved order refunds are credited to the customer’s FiverrSMM wallet first. The wallet balance can be used for another order.
If you prefer to receive money back through a payment method, contact support to request a manual wallet-to-payment return. The team checks the relevant balance and refund records and coordinates the return method with you.
Request a manual payment return
- Email contact@fiverrsmm.com with your account email and relevant order or payment reference.
- State the amount you are asking to receive back and your preferred payment method.
- Follow support’s instructions for verifying the request and confirming the return details.
- Ask support for the processing estimate relevant to the agreed payment method.
This is a support-managed process. A wallet balance does not trigger an automatic external payment.
Do not send your account password, full card details or unnecessary identity documents by email.