Every payment
is guaranteed.
HelaWorks holds all funds in secure escrow until you approve the work. No money moves without your explicit authorisation. This policy explains exactly how refunds and disputes work.
The HelaWorks escrow system
When a client places an order, payment is collected and held securely by HelaWorks — it is never sent directly to the freelancer. Funds are only released once the client explicitly confirms the work is satisfactorily delivered.
This guarantees protection for both sides: clients cannot lose money to non-delivery, and freelancers are guaranteed payment for completed work.
When can you receive a refund?
Refund eligibility is reviewed individually by our trust & safety team against the following criteria.
- Freelancer fails to deliver within the agreed timeline
- Work is fundamentally different from what was agreed
- Order cancelled before any work began
- Platform error caused an incorrect payment charge
- Some but not all deliverables were received
- Work partially meets specifications after revision attempts
- Both parties mutually agree to cancel a partial order
- Client has already approved and funds were released
- Client changed scope after the order started
- Quality dissatisfaction not constituting a policy violation
- Request submitted more than 30 days after delivery
How to request a refund
Most disputes are resolved within 3 business days through neutral mediation.
Open a dispute
Go to your Order page and click "Open Dispute". Describe the issue clearly and upload supporting evidence — screenshots, files, or message logs.
Mediation period
HelaWorks reviews both sides within 3 business days. Both the client and freelancer can submit statements and additional evidence to the trust team.
Decision issued
Our trust team issues a fair, impartial ruling based solely on the evidence. Both parties are notified immediately via email and platform notification.
Refund processed
If approved, wallet balance refunds are credited instantly. Refunds to the original payment method are processed within 5–10 business days.
Processing times
Once a refund is approved by our trust & safety team, the following timelines apply.
Before you submit a request
Please read these carefully before initiating a dispute or refund request.
Need help with a refund?
Our trust & safety team is available around the clock. Submit a ticket or email us directly — we typically respond within 2 hours during business hours.
Contact our trust & safety team
Submit a support ticket or email us directly. We'll guide you through the full dispute process.