PeoplePerHour Support

Rules of Engagement

PPH is a marketplace for quality services. So that both parties know what is expected of them and to ensure a successful experience, we've defined the key rules both Freelancers and Buyers are expected to adhere to when working together.  

These rules form part of the PPH T&Cs. Bad freelancers and Buyers harm the PPH community.  If you are working with a Buyer or freelancer that is not sticking to these rules then please report them to our Customer Support team so that we can provide assistance.  

Here are the Rules of Engagement for project delivery:

  • Provide clear requirements up front: on the purchase of an offer or acceptance of a proposal, the Buyer must provide all of their requirements upfront in the WorkStream so that the freelancer can get started.

  • Be responsive: The freelancer must provide regular progress updates and respond within one (1) working day to all messages from the Buyer, in the WorkStream. Equally the Buyer must respond quickly to questions from the freelancer so that the project can be progressed on time.

  • Deliver on time: freelancers must deliver work within the delivery times either defined in their offer, or agreed with the Buyer upfront in the WorkStream for Custom projects. Freelancers rankings will be penalized for late delivery.

  • Avoid cancellation and refunds: Freelancers must fulfill their projects and Buyers agree to pay for work delivered. Users will be penalized for cancellations or refunds caused by them (see the refund & cancellation policy). Freelancers must provide, and be given the opportunity by the Buyer to provide, at least two further iterations on the work delivered if the Buyer is not initially satisfied.

  • Payment for project completed: once the project has been completed the freelancer will raise a request to receive payment, including the release of funds held in the Escrow Account. Freelancers must not request payment upfront before work has been completed.  Buyers must pay within the 7-day payment terms.

  • Pay via PeoplePerHour: All payments for work completed must go via PPH; attempts to pay outside of PPH will lead to sanctions not limited to immediate account suspension. Users must immediately report to us any offers to pay outside of PPH made by their Buyer or freelancer. 

Take a look at our T&Cs to understand these terms in full.

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