How to get a refund of a deposit you've paid

Note: This process applies only to fixed-price contracts (including Project Catalog projects) with funds still held. For refunds on fixed-price contracts where the funds have been released, go here. For refunds on hourly contracts, go here. 

In this article

•  How do I request a refund of the deposit I made for a fixed-price contract?
• What happens after I submit a refund request?
• If your freelancer approves the refund request or doesn't respond
• If your freelancer disputes the refund request
• Responding to Upwork’s non-binding resolution

How do I request a refund of the deposit I made for a fixed-price contract?

To request a refund, you must end the contract and choose whether to release some funds to the freelancer or pay nothing. If your final payment is less than your balance, a refund request will be sent to your freelancer or agency, who will then have seven days to respond and either approve or dispute your request.

Follow the steps below to end the contract and request a refund:

1. Go to All contracts to locate the contract
2. Open the (...) options menu and select End contract

3. Choose Pay nothing and request a refund or Pay another amount and enter the amount you want to release

   Good to know: If you’re paying a milestone on an active contract and don’t want to release the full amount, you can release a partial milestone payment. You can then use the leftover funds for the next milestone (if applicable), or you can end the contract and request a refund.

What happens after I submit a refund request?

The freelancer or agency has seven days to respond. They can either approve the refund or submit a dispute if they disagree with the amount paid.

If your freelancer approves the refund request or doesn't respond:

If your freelancer approves the refund or does not respond within seven days, we will refund the money. Refund credits can take up to five business days to appear.

You can see your refunds in your transactions for the contract.

If your freelancer disputes the refund request:

Your freelancer or agency can submit a dispute if they believe they are owed additional funds for the work. They will specify the amount they are requesting and provide reasons for the dispute. If this happens, we'll send you a notification and an email and you'll have five days to respond.

• If you approve the response or don’t respond within five days, we’ll release the funds requested to the freelancer or agency
• If you decline the response, you’ll need to describe how the freelancer didn’t meet requirements and attach any supporting evidence. Important: This is your opportunity to provide all the necessary information and documents to support your dispute claim. You won’t be able to edit details after submission.

Once you reject the response, we will review the dispute details provided by both parties and provide a non-binding resolution (typically within two business days).

Responding to Upwork’s non-binding resolution

Freelancers and clients are usually able to reach an agreement. When you and the freelancer receive the non-binding resolution, you each have two calendar days to accept or reject it.

• If you both accept, we will move funds accordingly
• If you or the freelancer doesn’t respond within two days or one party rejects the non-binding resolution, you will receive a Notice of Non-Resolution. The final option (should you choose to pursue it) is to proceed to binding arbitration (meaning the decision of the arbitrator will be final) by our neutral third-party arbitration provider. Learn more about arbitration here.