1. Digital Nature of Services
Hiredora operates as a marketplace connecting Clients with independent Freelancers who provide digital services and deliverables (e.g., software code, graphic design, writing, consulting). Because these services are intangible and digitally delivered, traditional "returns" of physical goods do not apply.
Instead of returning a product, user disputes regarding the quality or delivery of digital services are governed by our Cancellation and Refund Policy frameworks.
2. Project Cancellations
We understand that project requirements change. Clients and Freelancers may mutually agree to cancel a contract at any time before funds are released from Escrow.
A. Pre-Delivery Cancellations
If a Client cancels a project before the Freelancer has commenced work or submitted any deliverables, the Client is entitled to a full return of their escrowed funds, subject to the Freelancer approving the cancellation request.
B. Unresponsive Freelancers
If a Freelancer becomes completely unresponsive and fails to deliver agreed-upon milestones by the deadline, the Client may initiate a contract cancellation. If the Freelancer does not dispute the cancellation within 7 days, the escrowed funds will be returned to the Client's original payment method.
3. Non-Returnable Deliverables
Due to the intellectual property and time inherent in digital services, the following items and scenarios are strictly non-returnable and non-refundable:
- Approved Milestones: Once a Client reviews and manually approves a submitted deliverable, releasing funds from Escrow, the transaction is final. The digital "goods" cannot be returned.
- Auto-Approved Work: If a Freelancer submits work and the Client takes no action to review or reject it within the 14-day review period, the funds are automatically released and cannot be returned.
- Processed Hourly Work: Time tracked and billed on hourly contracts cannot be "returned." Clients must dispute unsatisfactory hours during the 5-day weekly review window prior to billing.
4. Escrow & Refunds
If you are dissatisfied with a digital deliverable submitted by a Freelancer, you must reject the milestone submission through the Hiredora platform rather than attempting to "return" the files.
For detailed information on how Hiredora mediates these disputes and processes financial returns, please refer strictly to our Refund Policy.
5. Chargebacks
We require Clients to use Hiredora's built-in dispute resolution and cancellation features to request the return of funds. Initiating a chargeback directly with your credit card issuer or bank bypasses our platform's security and mediation processes.
Filing a fraudulent or unauthorized chargeback for approved digital deliverables is a violation of our Terms of Service and will result in the immediate and permanent suspension of your Hiredora account, as well as potential legal action to recover the disputed funds.
6. Contact Support
If you have concerns about a specific deliverable, need to cancel a contract, or have questions regarding our cancellation policies, please contact our support team:
Email: support@hiredora.com
Support Portal: accessible via your Hiredora Dashboard
Hours: 24/7 Global Support