In cases where you’d like money back from a freelancer or agency, you can request a refund through Upwork within 180 days of the payment.
Logged hours for the current week cannot be refunded until you have been billed. Please consider resolving any time-logging issues with your freelancer or agency prior to closing the contract. Your freelancer or agency may remove current week's hours to avoid getting charged, but they cannot edit their Work Diary once the contract is closed.
Note: If you need to request an escrow refund on a fixed-price contract (funds in escrow, but not yet released to the freelancer or agency), or file a dispute on an hourly contract, they are different processes.
To request a refund
- Go to Jobs › My Jobs and click the title of the contract
- Click the (…) options menu and select Request a refund
- Complete the request form and click Send Request
If you have hired an agency and would like a refund, please contact customer support.
If you close the contract while waiting for a refund, you'll still only have the usual 14 days to leave feedback. If you wait longer than that, you'll lose your ability to leave public feedback on the contract. The freelancer or agency can enable feedback changes if you leave feedback and want to change it later.
Based on your request, your freelancer or agency can then choose to issue a full refund, a partial refund, or no refund at all. Even without a formal request, they can proactively initiate a refund through Upwork on any contract, active or ended, as long as:
- The refund is within 180 days of the payment
- The refund amount is not more than what they earned on the contract
- They have funds available to cover the refund
If your refund request is approved by the freelancer or agency
The refund is automatically credited back to your billing method immediately.
- It may take 3-5 business days for the credit to be available to you on that billing method’s account.
- You can check any refunds that you have received by going to Reports › Transaction History.
- If a refund reduces the freelancer or agency's earnings to $1 or less on the contract, the contract will no longer show on both your work histories and any feedback will be removed from your feedback ratings. It can take up to 12 hours for this information to update.
Note: If your original payments came from multiple billing methods, we’ll automatically apply a single credit to your Upwork account that can be used to cover future invoices. Alternatively, you can contact our customer support to request that we issue split credits to all the original billing methods that you used rather than to your Upwork account balance. Funds billed to one method cannot be refunded to another.
If the freelancer or agency refuses your refund request or does not reply
If the freelancer or agency declines to give a refund or you don’t hear back at all, you may still be able to dispute the charges. Timing is important here, however. You must file any dispute by Friday after a billing week closes. For example, you receive the week’s invoice on Monday at noon UTC. You have from then until Friday at midnight UTC to review those hours and file a dispute, if needed. Click here to learn more about filing an hourly dispute.
This means you can only dispute the current invoice, not past invoices. If you miss this window, you and your freelancer or agency should work together to resolve any issues and possibly discuss your refund request. If you are unable to reach an agreement please reach out to Support. Mediation assistance is available within 30 days of the last payment on your contract.
Fixed-price contracts are paid as work is submitted and approved. If you need to close a job with funds remaining in escrow, you may request an escrow refund. Dispute assistance is available if the last payment on a Fixed Price contract was within the previous 30 days or as long as funds are held in escrow.
You may review or update mediation cases by logging into your Upwork account and going to the Dispute Center