I have worked for a client 29.5 hours but the last pending 10 hours have been refunded to the client after the upwork faced a problem with the client without my permission. can you explain this to me?, i want to my money back!!
I assumed it was hourly contract. As it was hourly contract, so you needed to maintain every criteria for hourly payment protection. So that upwork will ensure you getting the payment either from the client or by Upwork own pocket. On the other hand, if you didn’t maintain all criteria and you client failed to submit money for work, then it would show refund (actually "refund" word is not appropriate, we may call it "fund collection failed").
You can do only to request your client and let him/her understand your effort and convince to give you same amount of money as a bonus.
I'm sorry to hear about the bad experience you've had. I checked your account and I can see that our team has reached out to you via ticket with more details. Feel free to follow up directly on your ticket with the number 34078690 with any additional questions you may have and our team will assist you further.
You can access your tickets on this link, thank you.