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Frequently asked questions
Cancel Upwork: The Right Way
How to cancel your Upwork account as a south african freelancer or client
Why you might want to leave Upwork and what to expect
Upwork is a global freelance marketplace that connects clients with independent professionals for short-term projects and long-term contracts. The platform manages profiles, processes payments, handles disputes, and provides communication tools-all designed to streamline remote work across industries and skill levels.
Whether you are a freelancer juggling multiple client relationships or a client sourcing talent, Upwork charges fees for its services. Freelancers pay a percentage of their earnings; clients pay service fees on project values. If Upwork no longer aligns with your workflow, business model, or budget, you can cancel your subscription, pause contracts, or delete your entire account. Understanding the difference between these three actions is critical before you take action.
At Yafee, we help South African freelancers and clients navigate platform cancellations with transparency and control. This guide walks you through your legal rights under South African consumer law, the exact steps to cancel, what happens to your data, and how to recover fees if you qualify for a refund.
Common reasons freelancers and clients cancel
You might cancel because you have found a long-term client outside the platform and no longer need Upwork's matching service. Freelancers often exit after securing retainer work; clients cancel after completing one-off projects or bringing work in-house. Others migrate to competing platforms, or simply decide the fee structure no longer works. Whatever your reason, you deserve clarity on how to exit without losing access to your earnings, messages, or payment history.
What you must know before you cancel
Cancelling a paid membership (Freelancer Plus or Pro) stops future charges but does not automatically delete your profile or account history. Your contracts, messages, and payment records remain unless you separately request full account deletion. If you subscribed via Apple App Store or Google Play, you must cancel through that store, not Upwork.com-this detail stops many users from cancelling successfully. Refunds are not automatic; Upwork reviews each request on a case-by-case basis and may decline partial or full refunds depending on your account history and membership length.
Understanding Upwork fees in south africa and when cancellation saves money
Your decision to cancel should rest partly on what you actually pay and whether those fees align with your income or project budget.
Freelancer subscription tiers and costs
Upwork offers tiered memberships for freelancers. Each tier adds features: extra Connects (invitations to apply for jobs), improved visibility in search results, and access to premium client projects. The platform does not publish uniform ZAR pricing across all regions. When you log into your Upwork account and navigate to Memberships, you see charges in your local currency. Yafee recommends checking your account settings directly rather than relying on USD conversions, which fluctuate with exchange rates.
Free freelancer accounts incur no membership fee but charge a service fee (typically 5% to 20% depending on lifetime earnings with a client) on money you withdraw. Paid tiers (Plus and Pro) charge a fixed monthly fee in ZAR and reduce or waive the service fee for qualifying transactions.
Client account charges and project fees
Most client accounts do not charge a monthly membership fee to post jobs. Instead, Upwork deducts a service fee (typically 5% to 10%) from the total contract value when you pay a freelancer. Some clients spend hundreds of thousands of ZAR annually; others run small one-off projects. If you are a client who has closed your hiring pipeline, cancelling eliminates the risk of accidental service fees on future postings.
| Account type | Cost model | When to cancel |
|---|---|---|
| Freelancer (Free) | No monthly fee; 5-20% service fee on earnings | When leaving Upwork entirely |
| Freelancer Plus | Monthly ZAR charge; reduced service fees | If you use fewer than 3-4 Connects per month |
| Freelancer Pro | Higher monthly fee; premium features and lower fees | If your client pipeline is strong outside Upwork |
| Client (Free posting) | 5-10% fee per contract payment | When you stop hiring or bring work in-house |
| Client (Agency) | Monthly fee plus per-contract fees | If contract volume drops below break-even point |
| Both (inactive account) | No charges if dormant | If you plan to return, keep it; if not, delete |
Your legal position as a south african consumer
South African law protects your right to cancel and your right to transparent, fair treatment by online service providers like Upwork.
Consumer protection act and subscription cancellation
The Consumer Protection Act, 68 of 2008 (CPA) sets out your rights when you subscribe to a service. Section 6 of the CPA grants you the right to cancel an agreement within a reasonable time if the supplier has not explicitly stated a cancellation policy. Most importantly, Section 48 of the CPA requires that any cancellation must be "straightforward, transparent and not unnecessarily difficult or cumbersome." If Upwork's cancellation process is unclear or deliberately obstructed, you may lodge a complaint with the National Consumer Commission (NCC).
Furthermore, if Upwork is charging you in ZAR and you are a South African resident, the CPA applies to your contract-even though Upwork is a US-registered company. You retain all statutory rights under South African law. This means you can dispute unfair terms, demand clarity on fees, and require the company to honour cancellation requests without penalty or unnecessary delay.
Your legal position on refunds
The CPA does not guarantee an automatic refund when you cancel a subscription. However, you may claim a refund if: (a) you cancel within a reasonable cooling-off period (typically 14-30 days for distance contracts); (b) Upwork has misrepresented its service or failed to disclose fees clearly; or (c) you have been charged without authorisation. If Upwork refuses a refund you believe you deserve, you can escalate the matter to the National Consumer Commission (NCC) at www.ncc.org.za or call 0860 HELP-NCC (4357-622).
How to cancel your Upwork membership step by step
Your cancellation method depends on whether you subscribed directly through Upwork.com or via a third-party app store, and whether you want to cancel your membership, pause contracts, or delete your entire account.
Cancel a paid membership through upwork.com
- Log into your Upwork account at www.upwork.com using your email and password.
- If you have forgotten your password, use the "Forgot password?" link on the login page and follow the email recovery steps.
- Click your profile picture or initial in the top-right corner and select Settings from the dropdown menu.
- You will be taken to your account settings page.
- In the left sidebar, click Memberships (for freelancers) or scroll down to Billing (for clients).
- If you do not see a Memberships section, you do not have a paid membership and do not need to cancel it.
- Find your active membership plan and locate the Manage or Cancel Membership button next to it.
- Click that button to open your membership details.
- Review the cancellation terms. Upwork will warn you that you will lose benefits (extra Connects, reduced fees, etc.) immediately after cancellation.
- Confirm you understand by clicking Continue to cancellation or Yes, cancel my membership.
- Upwork will display a final confirmation. Click Confirm cancellation or Yes, I want to cancel to complete the action.
- You will receive an email confirmation within minutes.
- Verify cancellation by returning to Settings > Memberships. Your plan should now show Cancelled or Not active.
- If it still shows as active after 24 hours, contact Upwork Support (see contact section below).
Cancel a subscription on apple app store (iOS)
- Open the App Store app on your iPhone or iPad.
- Do not open the Upwork app itself; navigate to the App Store home.
- Tap your profile picture in the top-right corner and select Subscriptions.
- You will see a list of all active and expired subscriptions linked to your Apple ID.
- Find Upwork in the list and tap it.
- If Upwork does not appear, you do not have an active App Store subscription; cancel via Upwork.com instead.
- Tap Cancel subscription or Edit and then select Cancel.
- Apple will ask for confirmation.
- Confirm your cancellation. Apple will show you the final date your subscription is active.
- You will retain access until that date; after that, your membership ends.
- Receive a confirmation email from Apple within minutes.
- Verify in the App Store that the subscription now shows Expired or no longer appears in your Subscriptions list.
Cancel a subscription on google play (Android)
- Open the Google Play Store app on your Android device.
- Tap the profile icon in the top-right corner.
- Select Payments and subscriptions and then tap Subscriptions.
- You will see all subscriptions linked to your Google account.
- Find Upwork in the list and tap it.
- If it does not appear, cancel via Upwork.com or contact support.
- Tap Cancel subscription or Manage and then Cancel.
- Google will present a confirmation screen.
- Select your reason for cancellation (optional) and confirm.
- Your access ends on your next billing date unless you cancel before it arrives.
- Confirm cancellation via email and verify in Google Play that the subscription no longer appears active.
- If the subscription still shows after 48 hours, contact Google Play support (not Upwork).
Delete your entire Upwork account
Cancelling a membership does not delete your account, profile, or history. If you want to remove all your data from Upwork, follow these steps.
- Log into Upwork at www.upwork.com.
- Ensure all active contracts are closed or paused first.
- Go to Settings (profile icon > Settings).
- Scroll to the bottom of the Settings page.
- Look for Delete account, Close account, or Deactivate account (the label varies).
- Click this option.
- Read the warning message. Upwork will tell you that deletion is permanent and you will lose access to all contracts, messages, invoices, and payment history.
- Click I understand, delete my account or Confirm deletion.
- Upwork may ask you to re-enter your password for security.
- Provide it and click Delete.
- Receive a confirmation email. Your account will be removed within 7-14 business days.
- Until then, you may still see your profile if you log in, but it will be marked as deactivated.
What happens to your money and contracts after cancellation
Cancelling a membership does not affect earnings you have already received or contracts you have signed.
Earnings and payment history
Cancelling your Upwork membership or account does not lock you out of earnings. Any money you have earned remains in your account or Upwork Wallet (depending on your withdrawal status). You can still withdraw funds via bank transfer, PayPal, or other payment methods even after cancellation. Your earnings history and invoices remain visible for up to 3 years (or as required by South African tax law). Do not delete your account until you have withdrawn all earnings and documented your payment history for tax purposes.
Active contracts and client relationships
If you have active contracts or ongoing relationships with clients, cancelling your membership does not terminate those contracts automatically. Clients can still message you, and you can still invoice and accept payments through Upwork. However, if you delete your entire account, clients lose the ability to contact you through Upwork, and your profile becomes unavailable. For this reason, Yafee recommends that freelancers with active clients cancel the membership but keep the account active, rather than deleting the account outright.
Dispute resolution and support access
If you are in the middle of a payment dispute or have an unresolved issue with a client, cancelling your account may limit your ability to access Upwork Support. Resolve all disputes, close contracts, and withdraw your earnings before you initiate account deletion.
Refunds and billing adjustments after cancellation
Upwork does not offer automatic refunds for cancelled memberships, but you may request one under specific circumstances.
When Upwork may approve a refund
You can request a refund if: (a) you were charged multiple times in error; (b) you cancelled within 14 days of purchase (if this was your first subscription); (c) you were not provided with clear cancellation terms before you subscribed; or (d) you dispute a charge and Upwork cannot prove you authorised it. Yafee advises documenting your reason for the refund request in writing so you have evidence if you need to escalate to the National Consumer Commission.
How to request a refund from Upwork
- Log into your Upwork account and go to Help > Contact support.
- Or visit support.upwork.com directly.
- Select Billing and payments as your issue category.
- Then choose Refund or billing dispute.
- Describe your situation clearly. State the amount, the date charged, and your reason for the refund.
- Example: "I was charged ZAR 200 for a Freelancer Plus membership on [date], but I cancelled within 3 days and should qualify for a refund under the CPA cooling-off period."
- Attach any evidence: receipts, screenshots of the charge, copies of your cancellation confirmation email.
- Upwork uses this to review your claim faster.
- Submit your request. Upwork typically responds within 5-10 business days.
- If they decline, ask for a written explanation and keep it for your records.
If Upwork refuses your refund: escalate to the national consumer commission
If Upwork denies your refund and you believe the charge was unfair, unjustified, or in breach of the Consumer Protection Act, you have the right to escalate. Contact the National Consumer Commission (NCC):
- Website: www.ncc.org.za
- Phone: 0860 HELP-NCC (0860 4357-622)
- Email: [email protected]
- Postal address: National Consumer Commission, 4th Floor, Suites 30-31, Nelson Mandela Square, Sandton, Johannesburg, 2146
The NCC can investigate Upwork's conduct, order refunds, and impose penalties if the company has breached the CPA. Provide the NCC with: your account email, the amount in dispute, dates of charges, all correspondence with Upwork, and a clear explanation of why you believe the charge was unfair. Yafee has assisted thousands of South African consumers in resolving billing disputes with online platforms by following this escalation pathway.
Common mistakes to avoid when cancelling Upwork
Cancellation is simple if you follow the right steps. Most problems arise when users skip critical details or confuse cancellation with account deletion.
Mistake 1: cancelling through the wrong channel
If you subscribed via Apple App Store or Google Play, you must cancel there-not on Upwork.com. Cancelling on Upwork.com will not stop the app store charge; your card will still be debited. Always check where you subscribed (look at your bank or credit card statement; it will show either "Upwork.com" or "Apple.com" or "Google*"). Then cancel from that same source.
Mistake 2: confusing membership cancellation with account deletion
Many users cancel their membership thinking it deletes their profile. It does not. Your profile, contracts, earnings, and message history remain. If you want to remove all traces of your Upwork presence, you must explicitly delete your account (see "Delete your entire Upwork account" above).
Mistake 3: deleting your account before withdrawing earnings
Do not delete your account before you have withdrawn all earnings. Once your account is deleted, you cannot access your wallet or request payments. Withdraw all funds first, then delete if you choose to.
Mistake 4: not checking for app store subscriptions
Some freelancers paid for the Upwork app via App Store or Google Play years ago and forgot. When they cancel their Upwork.com membership, they do not realise the app store charge is still active. Check your app store subscriptions regularly (especially if you have not used Upwork in months). Yafee recommends setting a calendar reminder to audit all subscriptions quarterly.
Mistake 5: disputing a charge without contacting Upwork first
If you see a charge you do not recognise, contact Upwork Support before you dispute it with your bank. A chargeback or dispute with your bank can lead to account suspension and makes it harder to resolve the issue. Always try Upwork's refund process first (see "How to request a refund from Upwork" above).
Checklist: before you cancel your Upwork account
Use this checklist to ensure you do not lose access to important data or earnings.
| Step | Action | Done? |
|---|---|---|
| 1 | Withdraw all outstanding earnings from your Wallet to your bank account, PayPal, or payment method. | ☐ |
| 2 | Close or pause all active contracts with clients (or notify them that you are leaving). | ☐ |
| 3 | Download or screenshot your invoice history, earnings reports, and client feedback for tax and record-keeping purposes. | ☐ |
| 4 | Identify where you subscribed (Upwork.com, Apple App Store, or Google Play). | ☐ |
| 5 | Check your bank or credit card statement for the most recent Upwork charge to confirm the subscription source. | ☐ |
| 6 | Cancel your membership through the correct channel (Upwork.com, App Store, or Google Play). | ☐ |
| 7 | Receive and save your cancellation confirmation email. | ☐ |
| 8 | Verify cancellation in your account settings within 24 hours. | ☐ |
| 9 | If requesting a refund, gather receipts and submit via Support within 30 days of cancellation. | ☐ |
| 10 | If deleting your account entirely, wait 7-14 days and check that it no longer appears when you search for your profile. | ☐ |
Key takeaways and next steps
Cancelling your Upwork membership, pausing contracts, or deleting your account is straightforward if you follow the correct procedure for your subscription source. Under South African consumer law (Consumer Protection Act, 2008), you have the right to cancel easily, to receive transparent communication about fees, and to dispute unfair charges with the National Consumer Commission if Upwork refuses to cooperate.
Membership cancellation stops future charges but does not delete your profile or earnings. Account deletion is permanent and removes all your data from Upwork's platform. Refunds are not automatic but may be approved if you cancel within 14 days of purchase, if you were charged in error, or if Upwork failed to disclose terms clearly.
Before you cancel, withdraw all earnings, close active contracts, and document your payment history. After cancellation, verify that the charge has stopped within 24 hours. If Upwork refuses a refund you believe you deserve, escalate to the National Consumer Commission at www.ncc.org.za or call 0860 HELP-NCC.
Yafee (yafee.com) specialises in helping South African consumers navigate online service cancellations, refund disputes, and platform exits with confidence and legal backing. Whether you are disputing a charge, closing your account, or simply seeking clarity on your rights under the CPA, Yafee has the expertise to guide you through every step. Visit Yafee.com today to explore your options, access consumer law resources, and connect with specialists who understand the South African legal framework inside and out. Thousands of freelancers and clients have already used Yafee to reclaim control over their subscriptions and recover unfair charges-you can too.