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Disputes with Freelancer

We hope you have a positive and successful relationship with your Freelancer. However, if you cannot come to a mutual resolution, we do offer arbitration services for any funds in SafePay

All invoice payments are final. We only offer arbitration services for funds that are in SafePay.

Once you request Arbitration, our Arbitrators will review the expectations of the job, the communication between both parties, and verify that work was delivered.

During Arbitration, both parties have the opportunity to provide additional evidence or comments to the WorkRoom for the arbitrators to consider (any additional agreements you accepted, relevant files, screenshots of any relevant communication, etc.)

Once a ruling is reached, the funds in SafePay will be distributed. You will receive an email with a link to view the details of the arbitrators’ findings.

Cost of Arbitration:
Arbitration costs 5% of the SafePay balance, with a minimum of $25.

This fee is taken from the funds in SafePay.

For example, if there is $1,000 in SafePay when you request Arbitration, the arbitration fee would be, $50.

Fee: $1,000 – 5%= $50
Total amount in Arbitration: $950

If the SafePay balance is $50 or less, the balance will be split between you and the Freelancer.

Requesting Arbitration
If you and the Freelancer can’t agree on how to distribute the funds in SafePay either of you has the right to “Request Arbitration”.

In order to request arbitration, there has to be funds in SafePay and an active “Release Request”

To Request Arbitration:

  1. Select the job title from the “Manage” section of your account.
  2. Select the appropriate Freelancer.
  3. On the left side of the screen – click on the box that says, “SafePay.”
  4. On the right side of the screen – click “Request Arbitration.”

If the amount in SafePay is $50 or less, we will waive our Arbitration fee and split the balance between you and the Freelancer.

Providing Additional Evidence:
Once Arbitration is opened, you can provide additional evidence in your job’s WorkRoom to support how you believe the SafePay funds should be distributed.

Arbitration can last up to 7 days, but in order to give the arbitrators time to review all the information—we recommend that you submit any additional evidence within 3 days of opening Arbitration.

Examples of Additional Evidence:

  • Any supplementary agreements both you and the Freelancer accepted.
  • Files or instructions that you shared.
  • Screenshots of any discussion that pertain to your case.
  • Completed work with notes about why it did or did not meet the agreed requirements.

The Ruling:
Once the arbitrators reach a ruling, you will receive an email stating how the funds have been distributed with a link to view the ruling.

You can also see the arbitration results by visiting the SafePay section of the job’s WorkRoom.

Pursuant to Section 6(B)(2) of the Terms of Service, the arbitrators’ decision is final, binding and cannot be appealed.

Searching for Freelancer:

  1. Log into the site.
  2. Click the “Find Freelancer” search bar.
  3. Type in a search term.

Search terms should be keywords. For example: “WordPress developer”. Once you’ve executed a search you can refine it using the filters on the left sidebar.

Inviting a Freelancer to your job:

  1. Use the “Find a Freelancer” search bar and find a Freelancer you’re interested in.
  2. Click “Get a Quote” next to their name.
  3. Choose a job you’d like to invite them to or create an entirely new job.
  4. Send an optional message.
  5. Click “Get a Quote”.

Our “Release Funds” tool gives you the ability to release funds from SafePay whenever you need to.

How to: Release Funds from SafePay:

  1. Select the job title from the “Manage” section of your dashboard.
  2. Click on the box that has your Freelancer’s name in it.
  3. On the left-hand side of the screen – click on the box that says, “SafePay”.
  4. On the right-hand side of the screen – click on the blue words that say, “Release Funds”.
  5. Enter the amount you want to release to each party.
  6. Check and make sure the amounts are correct – click the box agreeing to the terms of the release.
  7. Click the blue box that says, “Release Funds”.

You can distribute funds however you need to, and you don’t have to release the entire amount.  Any unused balance, will remain in SafePay.


NOTE: To help protect both Freelancers and Employers, funds are only released from SafePay if both parties agree to it. Clear and frequent communication can help prevent potential conflicts before they happen.


If a “release request” is sent asking to distribute funds to the Employer or Freelancer who initiated the request, we give the other party 7 days to acknowledge the “release request”.

If no action is taken, the funds will automatically be released as requested.

All invoices paid on our site are final but your Freelancer can still provide a refund on a paid invoice if they wish.  Communicate your request for a refund to your Freelancer in the messages section of your workroom, or via your preferred method of communication.

If your Freelancer does not respond to your request we can reach out to them for you, but only after 3 business day of a message being sent on the site.  This way we can make sure they’ve received it.  Although we can’t guarantee you’ll get a refund, we can try to get a response for you.

NOTE: Providing a refund from a paid invoice is solely at the Freelancers discretion.  If they decline the request for a refund, we would not be able to pursue the issue any further.  We only recommend making payment once work is complete and delivered to you.

The agreement your Freelancer sends you tells our system how to bill you. It also sets the scope and establishes a timeline. It’s the key to beginning the job successfully.

Ask your Freelancer to send you an agreement after you’ve hired them. It should be the first thing you do before they begin work.

Agreement Types

“Fixed-Priced Agreement (completed milestones)” Your Freelancer sets up milestones. Each Milestone has a value and a due date.  The freelancer will bill for these milestones as they are completed and sent to you for approval.

“Hourly Agreement (weekly time tracked)” Your Freelancer sets the max hours per week, hourly rate and a billing end date.  The system sends you an invoice every Monday based on the time your Freelancer has tracked the prior week.  Once this agreement has been accepted you can change the “billing end date” at any time if you need to change the date the project ends.

“Recurring Payments (cyclical billing)” Your Freelancer sets a price, billing cycle, and an end date.  They have the option to choose a weekly, biweekly, monthly or quarterly billing.  Invoices for weekly and biweekly will be generated on Monday.   Monthly and Quarterly agreements will be billed on the 1st of each month.

“Tasks” You or your freelancer can create tasks as needed for work.  When a payment is due, you or your freelancer can create an invoice based on the task.  If the freelancer creates the invoice on their end, it will need your approval in order to be paid.  If the invoice is created by you it will be enrolled in autopay for the following Sunday.


Choosing Auto-Payment Terms:

“Fund Next Milestones & Enable Autopay” authorizes to automatically fund the next milestone or the next week of work as defined in your Freelancer agreement.  Once the agreement is accepted, SafePay will be scheduled to automatically fund the required amount the next day.

If the job is ongoing or has more than one milestone, you will be charged again when an invoice has been raised that is in compliance with the agreement.  The amount charged will be the cost of the next week’s work or the next milestone and be placed into SafePay so that work can continue.

Invoices generated on or after their due date will be paid automatically in 7,14, or 28 days depending on the “Payment Schedule” of your agreement.  If an invoice is raised before the milestone due date, the auto payment will be delayed until the due date has been reached.  You will be able to “dispute” the payment if work is not completed in order to stop the release of the payment.  If no action is taken by the given auto payment date, then the funds would be released to the freelancer.

Turning this option on will bill you automatically using one or more of your verified payment methods and/or your cash account.

“Autopay Only” secures the funds needed for the invoice at the time the invoice is raised.  The money will be held in SafePay until the auto payment date has been reached.

Turning this option on will bill you automatically using one or more of your verified payment methods and/or your cash account.

Note: The hierarchy for automatic SafePay funding is: cash account, primary verified payment method, and any other verified payment method on file. The system will attempt to bill you in that order. It will bill one or more method partially if needed.

“Manual Payments” turns off all automatic functions related to invoicing and funding.  You can still use the invoicing and SafePay features of our site, but will have to manually add funds and pay invoices as needed.

Understanding Status Updates:

Based on your Freelancer selection, the system will remind them to update you if they haven’t done so within the status update timeline they’ve chosen. Your Freelancer can choose to provide status updates daily, every other day, weekly, every other week, or monthly.

Understanding the “Scope of Work”:

The scope of work can be added here. This should explain, in as much detail as your Freelancer likes, the requirements of this job. Your Freelancer can also attach images and documents.

Accepting and declining an agreement:

Once your Freelancer sends their agreement you’ll receive an email notification.

  1. Log into the site.
  2. On the dashboard, find the job in question under the “Work Rooms” tile.
  3. Click the profile icon of your Freelancer.
  4. Click the “Agreement” tab.
  5. Review the agreement.
  6. Accept or decline it.

Any changes your Freelancer makes to the agreement have to be accepted by you. You’ll receive a notification if they change the agreement.

Seeing previous versions of the agreement:

  1. Log into the site.
  2. On the dashboard, find the job in question under the “Work Rooms” tile.
  3. Click the profile icon of your Freelancer.
  4. Click the “Agreement” tab.
  5. Find the agreement accepted date at the top right.
  6. Click on the date.
  7. The previous agreements will drop down and allow you to view them.

Understanding the effective date of an agreement:

  1. An agreement isn’t effective unless you accept it and the effective date is today or a prior date.
  2. If your Freelancer edits an effective, fixed-price agreement:
    1. The original agreement is archived and no longer effective as soon as your Freelancer sends the new agreement to you.
    2. The SafePay funds for which your Freelancer has not yet invoiced will be refunded to your cash account.
    3. Once the new agreement is accepted and becomes effective, you will be prompted to add funds to comply with the new agreement.
  3. If your Freelancer edits an effective, hourly agreement:
    1. The original agreement remains in effect until the effective date of the newly accepted agreement.
    2. SafePay funds are not refunded to your cash account.
    3. On reaching the effective date of the new agreement, you will be prompted to fund SafePay per the new agreement.

When it comes posting a job on our site, we have two basic rules — you have to hire and pay on our site. However, we do want to provide a fair and safe environment for all our user’s and internet neighbors.

With that in mind, your job might not be approved if any of these apply:

  • Commission Only – Your payment structure has to include an established payrate for work provided. You can incentivize your freelancer with commission, but it can’t be everything.
  • Requires Unpaid Work – Any work provided has to be paid for. After hiring a Freelancer, you can ask for mock-ups, but you would have to pay for that work.
  • Direct Hire – Our site is for freelance or contract work only. If you’re looking to hire someone for your company directly, we would not be able to post your job listing.
  • Involves Schoolwork – Sorry, your education is more valuable than what you’re willing to pay someone else to do it for you. Time to hit the books.
  • Advertisements – Sales, event announcements, and classified listing won’t be approved.
  • Need More Detail – Freelancers need to know what you’re looking for. Be as specific as possible. If we don’t have enough information to match you with a freelancer, or at least narrow down the results, we’ll ask you to provide a bit more detail.
  • Poor Chance of Success – We don’t know if we’re the best place for you to post this Job. Honestly, that could be for several reasons, if you have questions please reach out.
  • Potential Violation of TOS – You can’t post anything that violates another company’s or our Terms of Service.
  • Unapproved Payment Method – We don’t allow royalty/equity-based compensation, bartering/ trading, or any other payment gateways. Payments have to be made through our site — you can use check, e-check, wire-transfer, credit card, or PayPal.