Our Refund Policy Last update 2 weeks ago

Our Refund Policy

SubmittedLancer uses milestone-based escrow to keep both clients and freelancers protected. This policy explains how refunds work.

How escrow protects you

When a client funds a milestone, the payment is held securely by SubmittedLancer — not released to the freelancer — until the client reviews and approves the delivered work.

When a refund may apply

  • The freelancer fails to deliver the agreed work within the timeline.
  • Delivered work is significantly different from what was agreed upon in the project or gig description.
  • The freelancer becomes unresponsive after a milestone has been funded and no delivery is made.

When a refund typically does not apply

  • Work was delivered as described and approved by the client.
  • The client changed their mind after satisfactory work was delivered.
  • Delays caused by the client's late feedback, missing information, or unresponsiveness.
  • Milestones already released to the freelancer's available balance.

How to request a refund

  1. Open the relevant order or milestone from your dashboard.
  2. Contact the freelancer first to try to resolve the issue directly — many issues are solved through clear communication.
  3. If unresolved, open a dispute or contact our support team with your order details and a description of the issue.

The review process

Our team reviews the project description, delivered work, and communication history between both parties before making a decision. We aim to resolve disputes fairly, based on the evidence provided by both sides.

Processing time

Approved refunds are typically processed back to your available balance or original payment method within a reasonable timeframe after a decision is made. Processing time may vary depending on your payment provider.

If you have questions about a specific order, contact our support team with your order ID for the fastest assistance.