Marketplace FAQs

Novelo Marketplace is a platform where freelancers can offer services such as editing, proofreading, cover design, and more to authors and readers within the Novelo community.

To offer services, you must be a registered Novelo member and have successfully connected your PayPal account to your Novelo profile.

You can search for a service in the search bar above or click on the Browse button and click on the type of service you are looking for. Once you've found a service you'd like to purchase, simply click on the "Purchase" button to pay and create an order. Your payment will be held in escrow and only charged once the freelancer accepts your order.

The price of the service is determined by the freelancer, however there is a 5.5% + 30¢ fee service charge on top of this price which is charged to the customer. After the order is complete, Novelo takes a 10% commission fee from the price listed by the freelancer.

Payments are held in Novelo’s PayPal account until the order is marked as complete. Upon completion, funds are released to the freelancer’s connected PayPal account.

You will not be charged until the freelancer accepts the order. However, if after accepting the order, the freelancer becomes unresponsive for five days you may request a refund. You may also request a refund if you have used up all revisions and the work delivered is of poor quality (or not to the quality advertised) or if the freelancer misrepresents or fails to disclose the use of AI in their service.

You can report an issue by clicking the flag icon in the order page. Or you can email hello@novelo.com.

Once the order has been complete, you will be presented with a chance to leave feedback of your experiences which will help other potential customers choose this freelancer.

Yes. Once you create a service, it must be approved by Novelo before it becomes publicly visible on the Marketplace. We aim to review new listings within 1–2 business days.

Yes. There is no limit to the number of services you can offer, as long as each one complies with our terms and conditions and accurately reflects what you’re providing.

Yes, you may upate your service after publication but this will require approval. It is not possible currently to remove a service, however you may turn it off which will prevent it from being shown.

If a freelancer doesn’t respond within five days of your order request, you can request a full refund. Your payment will be released back to your original payment method.

When listing a service, freelancers must indicate whether they use AI tools and describe how they’re used. This helps customers make informed decisions.

If a freelancer claims they don’t use AI and is found to have used it, or if they use AI in a way not disclosed in their listing, you can request a refund.

No, however before the order is accepted you may contact the freelancer and ask them to reject the order which will mean you will not be charged.

Yes. Every listing has a "Message Me" option that allows you to message them before submitting an order. This is a great way to ask questions or clarify your needs.

If your freelancer misses the delivery deadline, you can contact them directly or report the issue to Novelo. In some cases, full or partial refunds may be issued.