CollabSafe

Payments

Payment disputes & refunds

Deal payments are held until the work is accepted. If something goes wrong, this is the process both sides can rely on.

1

Talk in the deal first

Most problems are a misunderstanding about scope or timing. Raise it in the deal conversation so there's a written record both sides can see.

2

Request a revision

If a deliverable doesn't match the accepted offer, use the revision request on the deliverable rather than declining the whole deal.

3

Open a dispute

If it isn't resolved between you, either side can report the deal to open a dispute. The payout is held while it's reviewed.

4

We review the evidence

We look at the accepted offer, the messages, the submitted deliverables and the timestamps in the deal timeline, then confirm an outcome to both sides.

Possible outcomes

Full refund to the brand

Nothing was delivered, or what was delivered is unusable and materially different from the accepted offer.

Partial refund

Part of the agreed work was delivered. The refund reflects the deliverables that were not completed.

Release to the creator

The deliverables match the accepted offer, or the brand did not review within the agreed window.

Cancelled before work starts

If a paid deal is cancelled by agreement before work begins, the amount is refunded in full, less any non-recoverable processing costs.

Timings

  • Disputes should be opened within 14 days of the deliverable being submitted.
  • Brands have the review window stated in the accepted offer to approve or request a revision. If no window was stated, 5 days applies.
  • Approved refunds are returned to the original payment method. Your bank or card issuer decides how quickly it appears, usually within a few working days.

What helps your case

  • An offer that describes deliverables, usage rights and dates clearly.
  • Files, drafts and links submitted through the deal rather than sent elsewhere.
  • Conversations kept in CollabSafe messages so the timeline is complete.

Off-platform payments

We can only review disputes for deals paid through CollabSafe. If money is sent directly between users, there is no held payment for us to refund or release.

This policy sits alongside our Terms & Conditions.