CollabPay uses an escrow system to protect both buyers and sellers. When you hire a collaborator, your payment is held securely until the work is delivered and approved.
How Escrow Works
Funds are released to the seller only after you approve the deliverables. This ensures you receive the work you paid for before the collaborator receives payment.
2. Refund Eligibility
You may be eligible for a refund in the following cases:
Work was never delivered within the agreed timeframe
Delivered work does not match the project description
Seller becomes unresponsive for more than 7 days
Technical issues on our platform prevented delivery
Mutual agreement between buyer and seller to cancel
3. Dispute Resolution Process
If you encounter an issue with a project:
First, attempt to resolve the issue directly with the seller through our messaging system.
If unresolved after 48 hours, open a support ticket describing the issue in detail.
Our team will review the case within 3-5 business days.
Both parties will be contacted for additional information if needed.
A final decision will be made based on the evidence provided.
4. Refund Timelines
Processing Times
• Dispute review: 3-5 business days
• Refund processing: 5-10 business days
• Bank/card credit: Depends on your financial institution (typically 3-7 days)
5. Chargebacks
We strongly encourage using our dispute resolution process before initiating a chargeback with your bank. Chargebacks:
May result in account suspension pending investigation
Take significantly longer to resolve (30-90 days)
May incur additional fees if found to be fraudulent
Initiating a chargeback while a dispute is under review may delay the resolution process.
6. Platform Fees
In cases of approved refunds, platform fees may or may not be refunded depending on the circumstances:
Full refund including fees: Seller never delivered, fraud cases, platform errors
Partial refund (minus fees): Mutual cancellation after work began, partial deliveries
7. Contact Us
For refund inquiries or to initiate a dispute, please contact our support team through your dashboard or email us directly.