1. General Overview
At Hiredora, we strive to ensure a fair, secure, and transparent marketplace for both Clients and Freelancers. This Refund Policy outlines the conditions under which a Client may be eligible for a return of funds and the procedures for initiating a refund request.
Because Hiredora operates an escrow-based payment system, refund eligibility heavily depends on the project type (Fixed-Price vs. Hourly) and the current status of the milestone or invoice.
2. Fixed-Price Projects & Escrow
For Fixed-Price projects, Client funds are held securely in Hiredora Escrow until the agreed-upon work is submitted and approved. Refunds for escrowed funds are handled as follows:
A. Funds in Escrow (Before Approval)
If a milestone is funded but the Freelancer has not yet submitted the work, a Client can request to cancel the contract. If the Freelancer approves the cancellation, or fails to respond within 7 days, the escrowed funds are automatically refunded to the Client's original payment method.
B. Upon Work Submission
When a Freelancer submits work for a milestone, the Client has 14 days to review it. During this period, the Client can request revisions or refuse the work if it does not meet the agreed requirements. If the Client does not take action within 14 days, the funds are automatically released to the Freelancer.
3. Hourly Projects
Hourly contracts are billed weekly based on the time logged by the Freelancer using the Hiredora Time Tracker.
- Review Period: Clients have a 5-day review period (Monday through Friday) to review the previous week's logged hours.
- Disputing Hours: If a Client believes hours were logged fraudulently or incorrectly, they must file a dispute during this 5-day window. If the dispute is resolved in the Client's favor, a refund for the disputed hours will be issued.
- Final Billing: Once the 5-day review period ends, the payment is processed and released to the Freelancer. These processed payments are final and non-refundable.
4. Platform Fees
Hiredora charges a payment processing fee when a Client funds an escrow account or pays an hourly invoice. If a full refund is issued back to the Client from an unfunded escrow milestone or a successful hourly dispute, Hiredora will also refund the associated payment processing fees for that specific transaction.
5. Dispute Resolution
If a Client requests a refund for escrowed funds and the Freelancer denies the request, the contract enters into Dispute Resolution. Hiredora's dedicated mediation team will review the original project scope, messages exchanged on the platform, and the submitted deliverables.
Hiredora reserves the right to make a final, binding decision to return the funds to the Client, release them to the Freelancer, or split the funds based on the proportion of work completed satisfactorily.
6. Processing of Refunds
Approved refunds are processed immediately by Hiredora. However, depending on your bank or credit card issuer, it may take 3 to 10 business days for the funds to appear on your bank statement.
Refunds can only be issued back to the original payment method used to fund the transaction. We cannot issue refunds to alternative cards or bank accounts.
7. Contact Support
If you have questions about this policy, or if you need assistance requesting a refund or initiating a dispute, please contact our support team:
Email: billing@hiredora.com
Support Portal: accessible via your Hiredora Dashboard
Hours: 24/7 Global Support