On PPH you only pay for Job Done:
for Hourlies or fixed price custom Jobs, Job Done is when the agreed deliverables have been provided and checked
for custom Jobs where you have agreed to pay for the Sellers time by the hour, Job Done is when the time has been spent by the Seller.
So that you don't have to pay any money to the Seller before Job Done we provide an Escrow account where funds can be held. Only pay your Sellers invoice and release funds from Escrow when you are happy that the job has finished (Job Done).
Unfortunately if you have mistakenly paid money out to the Seller before the work has finished, or if you are no longer happy with the work that was delivered you will not be able to follow the standard steps to request a refund, and receive Dispute assistance from PPH if the Seller refuses to refund you, because the funds are no longer held in Escrow by PPH.
However we recommend that you contact your Seller on the WorkStream to explain why you are seeking a refund. In many cases Sellers will look to work with you to resolve the issues and may even agree to a refund if they can't.