Chargeback Policy
How we handle payment disputes and chargebacks on Indeelancer.
Indeelancer uses milestone-based secure payments processed through Stripe to protect both buyers and developers. This policy explains how chargebacks are handled and what to expect if a payment is disputed.
We strongly encourage all users to resolve payment disagreements through our platform dispute process before contacting their bank or card issuer.
What Is a Chargeback?
A chargeback occurs when a buyer contacts their bank or card issuer to reverse a payment, bypassing the platform's dispute resolution process.
While chargebacks exist to protect consumers from unauthorised charges, they are not intended to replace structured dispute resolution for services agreed upon and delivered through a platform.
Indeelancer's escrow system is designed to make chargebacks unnecessary. Funds are held securely until you approve the milestone work.
Resolve Disputes on the Platform First
Before contacting your bank, you must attempt to resolve any payment disagreement through Indeelancer's built-in dispute resolution process:
- 1Raise a milestone dispute — Use the dispute button on the milestone page within the review window.
- 2Provide evidence — Submit relevant documentation, messages, and deliverables to support your case.
- 3Platform review — Our team reviews the dispute, considers both sides, and reaches a fair outcome.
This process is faster than a bank chargeback (which can take 60-90 days) and ensures both parties are heard fairly.
Consequences of Filing a Chargeback
Filing a chargeback outside the platform dispute process may result in the following actions:
Account Restriction
Your account may be temporarily restricted from funding new milestones or creating contracts while the chargeback is under review.
Account Suspension
Repeated or fraudulent chargebacks may result in permanent account suspension.
Fee Recovery
The platform reserves the right to recover chargeback fees and associated costs from your account balance or future transactions.
Evidence Submission
We will submit all available evidence to the card network, including contract acceptance records, milestone approvals, chat logs, and payment authorisation data.
Evidence We Collect and Submit
When a chargeback is filed, Indeelancer compiles and submits comprehensive evidence to the card network on behalf of the platform and the developer. This includes:
- Contract acceptance timestamp and IP address
- Milestone descriptions and acceptance criteria
- Payment authorisation confirmation with checkbox acknowledgement
- Buyer's milestone approval history
- Chat and message history between buyer and developer
- Deliverable files and submission timestamps
- Device fingerprint and IP data associated with the payment
- Full transaction and activity timeline
This evidence significantly improves chargeback dispute outcomes and protects developers who have delivered work in good faith.
All Payments Must Remain on the Platform
To maintain payment protection and dispute resolution capabilities, all project payments must be processed through Indeelancer's escrow system.
Off-platform payment attempts may result in account suspension. Indeelancer cannot protect transactions conducted outside the platform.
This policy exists to protect both parties. The escrow system ensures buyers only pay for approved work, and developers are guaranteed payment for accepted milestones.
Chargeback Resolution Timeline
Understanding the typical chargeback timeline helps set expectations:
Chargeback filed
The card network notifies us of the dispute. The buyer's account is flagged for review.
Evidence compilation
We compile all relevant evidence including contract records, milestone history, chat logs, and payment authorisation data.
Evidence submission
Evidence is submitted to the card network through Stripe's dispute management system.
Card network review
The issuing bank reviews the evidence and makes a decision. This process typically takes 60-75 days.
Outcome communicated
Both parties are notified of the outcome. If the chargeback is overturned, funds are restored.
Compare this with Indeelancer's platform dispute process, which typically resolves within 5-10 business days.
Secure Payments, Fair Outcomes
Indeelancer's milestone-based escrow system protects both buyers and developers, making chargebacks unnecessary.
Get Started with Secure Payments