PeoplePerHour Support

Money Protection Guarantee

The key principle on PeoplePerHour is that payment to the Freelancer is only made when the agreed scope of work has been delivered, in accordance with Terms and Conditions.    

  • Here is how it works in practice:

1. Funds are held in an Escrow account while work is in progress

When a Job is agreed (whether a Buyer has purchased an Hourlie or accepted a Freelancer's custom Proposal) the Buyer pays a deposit of funds into an Escrow account. This gives the Freelancer assurance to start work and prevents the Buyer from paying any money to the Freelancer before the job has been completed.

Find out more about Escrow.

2. Payment only when Job Done

Once the Job has finished the Freelancer raises an invoice for payment. If the Buyer is happy the work has finished they complete payment of the invoice which includes confirming the release of the funds held in Escrow to the Freelancer. If the Buyer is not satisfied that the job has finished then they can reject the invoice and provide the Freelancer with feedback on what work remains outstanding.

Find out more about paying an invoice.

3. Refunds & cancellations

If the Freelancer does not complete the Job within the agreed timescales then the Buyer can request a refund of the money held in Escrow.   If for any other reason the Buyer cancels a Job that has been in progress then the Freelancer may be entitled to at least some payment for work completed.

Find out more about Cancellations & Refunds.

4. Dispute resolution

In the rare cases that the Buyer and Freelancer cannot agree over whether the Job is adequately finished and should be paid for or not then PPH Customer Support can provide assistance and if needed provide Dispute resolution to determine whether the funds in Escrow should be returned to the Buyer as a refund because the agreed job was not delivered; or whether the Freelancer is entitled to some or full payment for work delivered. 

Was this article helpful?
8 out of 12 found this helpful
Have more questions? Submit a request


Article is closed for comments.