Disputes and refunds

Freezing the escrow, the 3-day window to settle it yourselves, and how refunds reach you.

If the work is not what was agreed and the chat is not resolving it, either side can open a dispute on a funded contract. You write a short reason — at least a sentence — and the escrow freezes immediately. Nobody can move that money, including Freelo, until the dispute ends.

The 3-day self-resolution window

For the first 3 days the dispute is yours to settle. Either side can propose a split of the escrow. You type one share and the other is calculated automatically, so the numbers always add up to the full amount. If the other side accepts, it is final and the money moves straight away — no Freelo involvement, no waiting.

Settling between yourselves is faster and usually fairer than an imposed decision. Use the window.

If you cannot agree

After 3 days Freelo can step in. We read the full record — messages, attachments, delivery timestamps, the whole timeline — and decide a split. That decision is binding on both sides. A full refund is a possible outcome, and so is a full release to the talent.

Dispute outcome	What happens
Withdrawn	Whoever opened it pulled it. The contract resumes.
Settled	You both agreed a split. Already paid out.
Resolved	Freelo imposed a split. Binding.
Dismissed	No merit found. The contract resumes as normal.

How refunds reach you

Refunds always go back to the card you paid with. Freelo never asks a client for bank details. Your Refunds page tracks each one.

Refund status	Meaning
Awaiting approval	Queued for processing.
Processing	On its way to your card issuer.
Refunded	Done. Your bank may take a few days to show it.
On hold	Needs a manual check. Support will be in touch.

Did not find what you needed? Email support@freelo.work.