Payment Protection
PopularHow payment protection works, the approval process, and requesting refunds
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What is Payment Protection?
Payment protection is a financial arrangement where PayHeld holds funds securely on behalf of both parties until agreed-upon conditions are met. Think of it as a trusted middleman ensuring fair transactions.
Key Principle
Traditional Payment
❌ No protection for either party
PayHeld Protection
✅ Full protection for both parties
Clients Protected From
Freelancers Protected From
How Payment Protection Works (3-Step Process)
The payment protection process is simple and transparent for both parties:
Client Deposits Funds
Client pays via Stripe using credit card, ACH, Apple Pay, or Google Pay. Funds are immediately transferred to PayHeld's secure account.
Freelancer Delivers Work
Freelancer completes project according to requirements, uploads deliverables via the project dashboard, and marks it as "Complete."
Client Approves & Payment Releases
Client reviews deliverables and either approves the work (releasing payment) or requests revisions. After approval, secured funds transfer automatically to the freelancer.
The Approval Process
Clients have three options when reviewing delivered work:
Option A: Approve Work
If you're satisfied with the deliverables, click "Approve Work." Funds are released immediately and the freelancer receives a payout notification.
Option B: Request Revisions
If adjustments are needed, specify what needs changing with clear feedback. The freelancer makes revisions and re-submits for review.
Option C: Raise Dispute
If work significantly differs from the agreement or isn't delivered, raise a dispute. Funds remain secured while the resolution process begins.
Auto-Release Protection
If the client doesn't respond within 7 days and no disputes are raised, funds automatically release to the freelancer. This prevents indefinite payment delays.
Requesting Refunds
Refunds can be issued under different circumstances depending on project status:
Before Work Begins
Full refund available anytime before the freelancer accepts the project. No questions asked.
During Project (By Agreement)
Full or partial refunds possible if both parties agree. Document the reason in the platform and process within 5-10 business days.
After Dispute Resolution
Refund amount determined by resolution outcome. Could be full, partial, or split based on evidence and mediation. Platform decision is final.
Important Refund Notes
Dispute Resolution
If issues arise that can't be resolved directly, PayHeld's dispute resolution system ensures fair outcomes:
When to Raise a Dispute
File Dispute
Click "Raise Dispute," describe the issue in detail, and upload evidence (screenshots, emails, files). Funds are frozen during resolution.
Evidence Collection
Both parties submit their case with supporting documentation. Platform reviews all evidence and facilitates communication through dispute chat.
Resolution
Three possible resolution paths based on case complexity:
Possible Outcomes
Security & Safety
Multiple layers of security protect your funds throughout the payment protection process:
Stripe-Powered Protection
Bank-level security, PCI DSS compliant, encrypted transactions, fraud detection, trusted by millions.
Segregated Accounts
Secured funds in separate bank accounts, not mixed with operating funds, FDIC insured up to $250,000.
Two-Factor Authentication
Required for fund releases, protects against unauthorized access, SMS or app-based verification.
Real-Time Monitoring
Fraud detection, suspicious activity alerts, IP tracking, device fingerprinting for security.
Frequently Asked Questions
Start with Confidence
Now that you understand how payment protection works, you're ready to create secure projects.