Last updated 10 Nov 2026 · Operated by [Registered business name] (trading as Excavatornet)
If a client and freelancer can’t agree about a funded milestone, either of them can open a dispute before the payment is released. The money stays in escrow until our team decides. We decide to release it, refund it, or split it — and explain why in writing.
1. Before opening a dispute
Most problems are solved by talking. Use the contract messages to explain what’s wrong and what would fix it; clients can ask for a revision instead of approving.
2. When you can open one
- On a milestone that is funded, delivered or waiting for a revision — any time before it is approved or auto-released (auto-release happens 7 days after a delivery the client doesn’t answer).
- Opening a dispute stops the auto-release timer. The money stays in escrow; nobody can withdraw it.
3. How we decide
- We review the contract, the agreed scope (gig package or job and proposal), the messages and files on Excavatornet, and anything either side adds within 3 working days of being asked. Evidence from outside the platform carries less weight because we can’t verify it.
- We aim to decide within 7 working days of receiving both sides.
- Release in full if the work matches what was agreed. Refund in full if the work wasn’t delivered or clearly doesn’t match. Split if part of the work was delivered as agreed — we release a fair part to the freelancer and refund the rest.
- The platform fee applies only to the part released to the freelancer. Refunds go back to the client’s paying account, normally within 5–10 working days. The processing fee is refunded only if work never started.
4. After the decision
We email both sides the decision and the reason, and the decision is recorded. If you have important new evidence, reply within 7 days and we will look again. Our decision is about the money held on Excavatornet and doesn’t take away any legal rights either of you has.
5. Misuse
Opening disputes in bad faith, threatening the other party or asking for payment outside the platform can lead to suspension.
Questions about this policy? Email [email protected] or use our contact form.