Refund policy
A working draft, pending legal review. The short version: while we still hold your money, a refund is easy. After you confirm, it is not.
Last updated 18 September 2026
Before a seller starts
If no seller has claimed your order, or a seller has claimed it but has not started, you can cancel for a full refund. Contact us through the order thread.
While work is in progress
Once work has started, cancelling is a negotiation with your seller in the first instance. If you cannot agree, open a dispute and staff will decide between releasing the payment and refunding you. Partial refunds are not supported in this version.
After delivery is marked
You have 72 hours from the moment a seller marks an order delivered to confirm it or dispute it. If you do neither, the order auto-confirms and the payment is scheduled for release to the seller.
After you confirm
Confirming is the end of the escrow. The payment is scheduled to the seller and we will not reverse it, because the seller has been told the work was accepted.
Chargebacks
You can always dispute a charge with your card issuer, but doing so instead of using our dispute process is slower for you and can get your marketplace account suspended. The 7-day payout hold exists so that a chargeback usually arrives while we still hold the money.
How refunds are paid
To the original payment method, through Stripe. Timing after we issue it is set by your bank, typically five to ten working days.