Marketplace Terms of Service
This Marketplace Addendum forms part of the Novelo Terms of Service and applies specifically to all users who access or use the Novelo Marketplace. By using the Marketplace, users agree to the terms set out in this Addendum in addition to the general Terms of Service available here.
Eligibility and Access
The Novelo Marketplace is available to all registered Novelo users who have connected a valid PayPal account to their profile. By using the Marketplace, users represent that they are legally permitted to offer or purchase freelance services under applicable law and that they will comply with all relevant regulations.
Listings and Approval
Users may submit services for listing on the Marketplace. All submitted services must be approved by Novelo before they appear publicly. Novelo retains sole discretion to approve, edit, reject, or remove any listing, without notice, for any reason.
Pricing and Platform Fees
Service providers set their own prices when listing services. Novelo will add a service fee of 5.5% + 30¢ on top of the listed price, which is charged to the customer at checkout. In addition, Novelo takes a 10% commission from the listed price on every completed order. All prices and charges are displayed clearly before a transaction is initiated.
Payment and Escrow
All Marketplace payments are processed via PayPal. Customers are not charged until a freelancer accepts their order. Upon acceptance, the payment is held in Novelo’s PayPal account in escrow until the service is marked as complete or a refund is processed. Funds will not be released to the freelancer until the order is successfully completed.
Cancellations and Refunds
If a freelancer does not respond to a new order within five consecutive days of receipt, the customer may request a refund. Freelancers may also reject an order before acceptance, in which case no payment will be collected. Once work has commenced, refund requests are permitted only where services are not delivered as agreed or are of unsatisfactory quality.
In addition, if a freelancer has stated within their service listing that they do not use artificial intelligence (AI) in the delivery of their work, but are found to have used AI in any capacity, the customer will be entitled to a full refund. Similarly, if a freelancer discloses that AI is used to a limited or specific extent, but is later found to have used AI in a way not described in their listing, the customer may request a refund on those grounds.
Refunds may be issued following a dispute resolution process as described below.
Dispute Resolution
Where a customer is dissatisfied with the quality of work, and has used all available revision requests, the matter may be escalated to Novelo for review. Novelo will investigate the dispute by reviewing the submitted work, service listing details, and communication between the parties.
In cases involving misrepresentation of AI usage, Novelo may request evidence from both parties and determine whether the service delivered materially differs from what was advertised. If it is determined that AI was used contrary to the freelancer’s stated disclosure, Novelo may issue a full or partial refund at its discretion.
Where appropriate, Novelo may offer mediation, revision opportunities, or other remedies to resolve the issue fairly.
Off-Platform Transactions
Users may not engage in any transactions, solicitations, or contractual arrangements outside of the Novelo Marketplace if the initial contact was made through the platform. Any attempt to circumvent the Marketplace’s payment or communication systems is strictly prohibited and may result in suspension or termination of the user’s account.
Reviews and Ratings
Customers may leave a review upon successful completion of an order. Review forms are accessible only after the order is marked complete. All reviews must be honest, fair, and written in good faith. Novelo reserves the right to remove reviews that violate our Content Guidelines.
Limitation of Liability
Novelo is not responsible for any losses, damages, or disputes arising from interactions between users on the Marketplace. This includes, but is not limited to, dissatisfaction with services, payment disputes, or failure to deliver. Users engage with the Marketplace at their own risk. Novelo’s liability is limited as outlined in the general Terms of Service.
Intellectual Property
Unless otherwise stated in writing, the service provider retains all intellectual property rights in the work they deliver. Customers are granted a non-exclusive, non-transferable license to use the completed work for its agreed purpose. Any transfer of ownership must be clearly agreed upon by both parties within the Marketplace order process.
Non-Circumvention
To protect the integrity of the platform, users agree not to enter into separate agreements that bypass the Marketplace following initial contact via Novelo. This includes offering or soliciting services privately that were discovered through the Marketplace.
Amendments
Novelo reserves the right to amend these Marketplace Terms at any time. Continued use of the Marketplace following any changes constitutes acceptance of the updated terms. Users are encouraged to review this Addendum regularly.
This document was last updated on 20th April, 2025.