On February 21, we updated our dispute and mediation policy to improve the fairness of our Hourly Dispute process.
What’s new in the update?
If a freelancer does not respond to a dispute ticket within three business days, we’ll protect any hours that qualify for Hourly Payment Protection. However, any funds acquired outside of Hourly Payment Protection may be lost.
Previously, if a freelancer did not respond to a dispute ticket within three business days, the entire amount for the week was returned to the client, even if the freelancer was adhering to Hourly Payment Protection guidelines.
This change ensures that we only issue refunds to clients for non-compliant hours.
For a deeper dive into the update, check out our support article. To share feedback or ask questions, join the Community discussion.
