What to Do When PPH Refunds a Client After Two Months, Even Though the Clearance Period Is Only Two Weeks

I recently encountered a frustrating and unfair situation on PeoplePerHour (PPH), and I want to share what happened, and what I think can be done about it.

Background:
I completed a project for a client named James. I delivered the full app development work, made multiple revisions, and fulfilled everything we agreed on. Two months later, PPH refunded the invoice, without any warning or consultation with me. According to PPH’s policy, the “clearance period” for released funds is just 14 days, but that clearly didn’t prevent a refund long after.

Why This Is Unfair:

• As a freelancer, £250 is not trivial, it represents hours of work, effort, and late nights.

• I feel like PPH is biased in favor of buyers: they protect buyer interests, but when it comes to sellers, our time and effort seem undervalued.

• Despite my repeated requests, I was given no real justification or investigation report for the refund.

• When I looked on the profile of this client there are many projects without reviews and one freelancer has already given him 1 star rating because he has not paid him full amount. 
• PPH does not even check the background of Buyers and just give them favor and most of the buyer know this and that's why they are using this technique as a scam.

PPH’s Policy vs. Reality:

• Their Money Protection Guarantee states that funds go into escrow, and only get released when the buyer confirms the work is done. PeoplePerHour Support

• According to their Terms & Conditions, once a buyer raises a refund request, PPH will review the workstream communications. PeoplePerHour.com

• Yet, in my case, that review led to a full reversal of my invoice, despite me having delivered everything.

• Automatic refunds also happen if a workstream is inactive for a long time. PeoplePerHour Support+1 But in my situation, that wasn’t the issue, I was actively working and communicating.

What I Think Should Be Done (Suggestion):

1. Request a formal investigation report from PPH’s Payment / Finance team,  I’ve already done this, but I believe more pressure is needed.

2. Push for a formal dispute: This isn’t about refusing to refund a legitimate buyer, it’s about unfair, retrospective decisions that ignore the work done.

3. Ask for compensation: If they refunded me incorrectly, they could at least compensate with credits or waive dispute‑raising fees.

4. Raise awareness among other freelancers: Many of us pay to bid, pay 20% fees, and still risk getting our money reversed. PPH should balance protections better.

5. Escalate to management: I’ve asked to speak with someone in finance or a manager. This shouldn’t be something that repeats in silence.

Final Thought:
Freelancing platforms like PPH are supposed to give us protection through escrow. But protection only works if it’s fair. If PPH can refund a client after two months without properly listening to the freelancer or investigating the work done, that undermines trust in the platform. I urge PPH to review their processes, give equal weight to freelancers’ work, and ensure that refund decisions aren’t made lightly, especially when significant work has been delivered and verified.