Freelancer Terms of Service Compliance Notice

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Why did I receive this notice?

You have received a notice that your Upwork account may be closed in 30 days because we have become aware of a possible violation of our Terms of Service (TOS). We enforce our TOS in order to provide a safe and trusted online workplace where freelancers and their clients can hire, invoice, pay and receive contracted work with confidence.

Upwork likely became aware of a potential issue due to your low level of client satisfaction. Low client satisfaction indicates a violation of Upwork’s TOS for a number of reasons. The TOS requires freelancers to fulfill their contractual obligations to their clients by delivering high-quality work. In addition, the TOS requires you to accurately describe your business, your skills and qualifications, and the services you offer. If your client satisfaction score increases, Upwork, in most cases, will understand that you have corrected the issues.

I received a notice regarding my agency account. Does the same information apply to my agency?

The TOS has similar requirements for agencies. An agency must fulfill their contractual obligations to clients by delivering high-quality work. They also must accurately describe their business, skills, qualifications, and service offerings. As the owner of an agency account, you’re ultimately responsible for all contracts your agency and its freelancers enter into with your clients.

Does this notice restrict my account or my agency in any way?

No, this is simply a notice. We value your business and hope you will take this time to re-evaluate your practices to improve your clients’ satisfaction. Your account will be checked in 30 days and may be closed at that time if we continue to see that you are not fulfilling your obligations to your clients, the Upwork community, or Upwork.

What can I do now?

  • Contract obligations come first: When you enter into a contract with your client, make sure you understand what obligations you are undertaking. Failing to meet client expectations inevitably results in low client satisfaction and/or payment disputes.
  • Only take projects you are qualified for and can deliver on budget and on time: When you accept a contract with your client, you are promising to deliver certain work at a certain cost and by a certain time.If the scope of the work changes at any time, make sure to update the deadlines in your agreement with the client to consistently remain on time and budget.
  • Good communication can be key to good client-freelancer relationship. Never use abusive or inappropriate language and always behave professionally.

I have 5-star feedback! Why did I receive a notice?

Public feedback is just one of many factors we consider. We also look at disputes and other client concerns and complaints, along with a freelancer's entire history on Upwork. For more information on feedback and Job Success Score you can visit here.

I had one or two contracts where I didn't receive feedback. Is this why I received this notice? Should I make my clients provide feedback about my business?

We know that you don’t always have control over whether your clients provide feedback. Contracts that end without feedback will not be the only reason you receive a notice.

I had one or two bad contracts because the client with whom I was working was bad. Why am I being punished for the conduct of another person.?

We understand that bad outcomes can arise from poor client behavior and we take this and other factors into consideration.

Did I receive a notice because one of my contracts is “paused”?

No, the occasional paused contract on the platform will not result in a notice.


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