Refunds & Disputes

Even on the best freelancing platforms, disagreements can sometimes arise between clients and freelancers. Maybe the delivered work did not meet expectations, or perhaps a client is being unreasonable about scope changes. Whatever the situation, Opengates has a structured process for handling refunds and disputes fairly. This guide explains everything you need to know — from when refunds are possible to how the mediation process works and what happens to your money during a dispute.

When Are Refunds Possible?

Refunds on Opengates are possible under several circumstances. Understanding when you can and cannot get a refund helps set the right expectations for both clients and freelancers.

Situations Where Refunds May Be Granted

For Clients:

• Work not delivered — The freelancer accepted the contract but failed to deliver any work within the agreed timeframe.
• Work does not match contract terms — The deliverables are significantly different from what was described and agreed upon in the contract.
• Freelancer abandoned the project — The freelancer stopped communicating and ceased working on the project without explanation.
• Mutual agreement — Both the client and freelancer agree to cancel the contract and return the escrowed funds to the client.
• Contract cancelled before work started — If the contract is cancelled before the freelancer has begun any work, the full escrow amount is returned to the client.

For Freelancers:

• Client cancelled without cause — The client cancels a contract after the freelancer has already invested significant time and effort, and the work completed up to that point meets the contract terms.
• Scope creep without additional payment — The client demanded significantly more work than was originally agreed upon without adjusting the contract value.

Situations Where Refunds Are Typically Not Granted

• Buyer's remorse — The client simply changed their mind about needing the work, even though the freelancer delivered exactly what was agreed upon.
• Subjective quality complaints — The client does not like the style or aesthetic of the work, despite it meeting all objective contract requirements.
• Work approved then regretted — Once a client approves and releases escrow funds, the transaction is considered complete. Refund requests after approval are generally not accepted unless there is evidence of fraud.
• Gate key refunds — Gate keys used for task applications are non-refundable, as they are consumed upon submission.

How to Request a Refund

If you believe you are entitled to a refund, here is how to initiate the process:

Step 1: Try to Resolve It Directly

Before opening a formal dispute, Opengates strongly encourages both parties to try to work things out through direct communication. Many disagreements are the result of miscommunication rather than bad faith. Use the in-app messaging system to:

• Clearly explain your concerns to the other party.
• Reference specific parts of the contract or deliverables.
• Propose a reasonable solution (additional revisions, partial refund, extended deadline, etc.).

A significant number of potential disputes are resolved at this stage without needing formal intervention.

Step 2: Open a Dispute

If direct communication does not resolve the issue, either party can open a formal dispute:

1. Go to the contract page for the project in question.
2. Tap the "Open Dispute" button.
3. Select the reason for your dispute from the available options:
   • Work not delivered
   • Work does not meet requirements
   • Freelancer unresponsive
   • Client unresponsive
   • Scope change disagreement
   • Payment disagreement
   • Other (with description)
4. Provide a detailed explanation of the issue. Be specific and factual — describe what was agreed, what was delivered (or not delivered), and why you believe a refund or resolution is warranted.
5. Upload supporting evidence — Screenshots, files, conversation logs, and any other relevant documentation that supports your case.
6. Submit the dispute — Both parties will be notified that a formal dispute has been opened.

Step 3: Other Party Responds

Once a dispute is opened, the other party has 7 calendar days to respond. Their response should include:

• Their side of the story.
• Any evidence that supports their position.
• Their proposed resolution.

If the other party does not respond within 7 days, the dispute may be resolved in favor of the party who opened it, based on the available evidence.

The Dispute Resolution Process

After both parties have submitted their cases (or the response deadline has passed), the Opengates dispute resolution team takes over.

Stage 1: Initial Review

The mediation team reviews all submitted materials, including:

• The original contract terms and requirements
• All deliverables submitted by the freelancer
• Communication history between both parties
• Evidence uploaded by both sides
• The contract timeline and any milestone history

This initial review typically takes 2 to 3 business days.

Stage 2: Clarification (If Needed)

If the mediation team needs additional information or clarification, they will reach out to one or both parties. You may be asked to:

• Provide additional screenshots or documentation
• Clarify specific points in your statement
• Answer questions about the contract or deliverables

It is important to respond to these requests promptly, as delays in providing requested information can extend the dispute timeline.

Stage 3: Mediation Decision

After reviewing all the evidence, the mediation team makes a decision. The possible outcomes are:

Full refund to client:

• The entire escrowed amount is returned to the client.
• This outcome is typical when work was not delivered, or the deliverables fundamentally fail to meet the contract terms.

Full release to freelancer:

• The entire escrowed amount (minus the service fee) is released to the freelancer.
• This outcome is typical when the freelancer delivered work that meets the contract requirements, and the client's complaints are not substantiated.

Partial split:

• The escrowed funds are divided between the client and freelancer in a proportion determined by the mediation team.
• This outcome is typical when both parties share some responsibility — for example, the freelancer delivered partial work, or the client's requirements were unclear.

Contract revision:

• In some cases, the mediation team may recommend that the freelancer make specific revisions to the work before the funds are released. This is a less common outcome but may be appropriate when the work is close to meeting requirements but needs specific adjustments.

Stage 4: Decision Communication

Both parties are notified of the decision via email and in-app notification. The notification includes:

• The mediation team's decision
• A brief explanation of the reasoning behind the decision
• The specific financial outcome (how the escrowed funds will be distributed)
• Information about the appeal process (if applicable)

What Happens to Escrowed Funds During a Dispute

One of the most common concerns during a dispute is: "What happens to my money?" Here is a clear answer:

Funds Are Frozen

The moment a dispute is opened, the escrowed funds are immediately frozen. This means:

• The client cannot cancel the contract and get an automatic refund.
• The freelancer cannot receive the funds, even if the client had previously initiated approval.
• No party can access the funds until the dispute is resolved.

Funds Are Protected

The frozen funds remain securely held in the Opengates escrow system throughout the entire dispute process. They are:

• Fully protected and cannot be lost.
• Not affected by other transactions on either party's account.
• Released only according to the mediation team's final decision.

After the Decision

Once the mediation team makes a decision:

• Refunded amounts are returned to the client's original payment method (card, M-Pesa, or bank account). Processing times for refunds are outlined below.
• Released amounts are instantly sent to the freelancer's payout method, following the normal instant payout flow.

Refund Processing Timeline

If a refund is granted (in full or in part), the processing time depends on the original payment method:

These timelines are estimates and may vary depending on the payment processor and the client's financial institution. Refunds are processed back to the original payment method used to fund the escrow — you cannot redirect a refund to a different account.

Tips for a Successful Dispute Resolution

Whether you are a client or a freelancer, following these tips can improve the outcome of your dispute:

For Clients

1. Document everything from the start — Keep clear records of what was agreed upon, including any changes to scope or timeline.
2. Communicate issues early — If you notice problems with the work, raise them with the freelancer before the final submission rather than waiting until the end.
3. Be specific in your complaint — "The work is bad" is not helpful. "The website logo is 100x100 pixels instead of the agreed 500x500 pixels" is much more useful for the mediation team.
4. Upload all relevant evidence — Screenshots, contract details, messages, and files all help build your case.
5. Be reasonable — If the freelancer delivered most of the work satisfactorily but missed one minor requirement, a partial resolution may be more appropriate than requesting a full refund.

For Freelancers

1. Keep all drafts and versions — Maintain copies of all work versions, including drafts, revisions, and final deliverables.
2. Communicate proactively — If you are having trouble meeting a deadline or requirement, let the client know before it becomes a problem.
3. Follow the contract terms — The mediation team will compare your work against the original contract. Make sure your deliverables match what was agreed upon.
4. Respond to disputes quickly — A timely, well-documented response strengthens your position.
5. Show your work process — Time logs, progress updates, and intermediate deliverables demonstrate that you invested genuine effort.

Preventing Disputes

The best dispute is one that never happens. Here are practices that help prevent disputes:

Before Starting a Contract

• Define clear requirements — Both parties should agree on exactly what will be delivered, including specifications, file formats, number of revisions, and deadlines.
• Use milestones for large projects — Breaking a project into milestones creates natural checkpoints where both parties can align on progress and quality.
• Ask questions — If anything in the contract is unclear, ask for clarification before work begins.

During the Project

• Provide regular updates — Freelancers should keep clients informed about progress.
• Give constructive feedback — Clients should review interim deliverables and provide specific, actionable feedback.
• Document changes — If the scope or requirements change, update the contract accordingly and get agreement from both parties.

At Completion

• Review thoroughly before approving — Clients should carefully review all deliverables before approving and releasing escrow.
• Request revisions politely — If changes are needed, clearly describe what needs to be different.

Frequently Asked Questions

Can I appeal a dispute decision?

In most cases, the mediation team's decision is final. However, if you have significant new evidence that was not available during the original review, you may submit an appeal request within 7 days of the decision.

How long does the entire dispute process take?

From opening a dispute to receiving a decision, the process typically takes 5 to 14 business days, depending on the complexity of the case and how quickly both parties provide the requested information.

Can I withdraw my dispute after opening it?

Yes. If you and the other party reach an agreement after opening a dispute, either party can request to close the dispute. Both parties must confirm the agreed resolution before the dispute is closed.

Does opening a dispute affect my account standing?

Opening an occasional dispute does not negatively affect your account. However, a pattern of frequent disputes may be reviewed by the Opengates trust and safety team.

What if both parties agree on a resolution?

If both the client and freelancer agree on how to split or handle the escrowed funds, they can submit a mutual resolution request. The mediation team will verify the agreement and process the funds accordingly, which is usually faster than a full mediation.

Are disputes confidential?

Yes. All dispute details, evidence, and decisions are kept confidential between the involved parties and the Opengates mediation team. Dispute information is not shared publicly or with other users.

Still need help? Contact our support team and we'll be happy to assist you.