Welcome to Right Freelancer. As a dynamic virtual marketplace specializing in professional, digital, and custom services (such as development, design, marketing, and writing), physical "returns" are not applicable. Instead, we maintain a secure Escrow-backed Refund Policy designed to protect both clients and freelancers during transactions.
1. Escrow Protection and Funds Security
To guarantee complete financial security, Right Freelancer uses a secure Escrow System:
- Funds Held in Escrow: When a client hires a freelancer or orders a project gig, the total payment is deposited into our secure escrow account before the work starts.
- Mutual Safety: These funds are held securely and are only transferred to the freelancer's wallet after the client reviews the delivered files and clicks the "Accept/Approve" button.
- Before Acceptance: As long as the project funds remain in the escrow vault, they are fully eligible for a dispute and subsequent refund if the terms of service are breached.
2. Refund Eligibility Criteria
A client is eligible to request a refund for a project/gig payment under the following circumstances:
- Non-Delivery of Work: The freelancer fails to deliver any files or updates within the mutually agreed timeline or fails to respond within a reasonable grace period.
- Incomplete or Incorrect Work: The delivered deliverables do not match the instructions, requirements, or scope documented in the active contract, and the freelancer refuses to perform the included revisions.
- Order Cancellation by Freelancer: If the freelancer cancels the active order due to personal or professional constraints, the funds are automatically refunded to the client.
3. Ineligibility for Refunds
Refunds cannot be issued under the following conditions:
- Approved Deliverables: Once the client reviews the work and clicks the "Approve/Accept" button, the escrowed funds are immediately released to the freelancer. Released funds are considered final and cannot be refunded by the platform.
- Subjective Quality Preferences: Refunds are not granted based on subjective changes of mind, personal taste, or if the client decides they no longer need the work after it has been properly completed.
- Breach of Platform Terms: If the client attempts to communicate or pay outside the Right Freelancer platform, they forfeit all escrow protections and refund privileges.
4. Dispute Resolution Process
If a client is unsatisfied with the delivered work and the freelancer disagrees with the feedback, both parties can use our mediation process:
- Initiate a Dispute: Go to the active contract screen and click on "Open Dispute" or contact support before accepting the work.
- Evidence Submission: Both parties must submit proof (original scope, chat records, draft files, revisions requested) to our resolution specialist.
- Mediation Verdict: The Right Freelancer safety team will review the submitted evidence impartially and issue a binding decision. This may result in a full refund to the client, full payout to the freelancer, or a partial split based on work completed.
5. How Refunds are Processed
Once a refund is approved by our system or via a dispute resolution decision:
- Refund to Wallet: By default, refunded amount is instantly credited to the Client's platform wallet balance, which can be used to purchase other gigs.
- Refund to Original Payment Method: Clients can request to withdraw their wallet refund back to their original payment method (Stripe, PayPal, PayPro, or Bank Transfer). This process may take 5 to 10 business days depending on the financial institution.
6. Need Assistance?
If you have any questions, concerns, or need help regarding an active refund request: