1. Overview
PBridge is committed to fair treatment for both clients and freelancers. This Refund Policy explains when and how refunds may be issued for transactions processed through our escrow payment system. All transactions are processed in your local currency — NGN for users in Nigeria, USD for users elsewhere.
2. Escrow-Protected Transactions
Funds deposited into escrow are held securely until the project milestones are completed and approved. If a client has funded escrow but the freelancer has not yet started work, the client may request a full refund. Once a freelancer begins work, refunds are handled through our dispute resolution process. For full details on how escrow works, see our Escrow Policy.
3. Eligible Refund Scenarios
Refunds may be issued in the following circumstances: the freelancer fails to deliver the agreed work within the specified deadline and does not respond to communications; the delivered work is substantially different from the project description and agreement; the freelancer's account is found to be fraudulent or in violation of our Terms of Service; a project is mutually cancelled by both parties before work begins; or a technical error on PBridge causes a duplicate or incorrect payment.
4. Non-Refundable Situations
Refunds are generally not available in the following cases: work has been delivered and approved by the client; the client changes their mind about the project after the freelancer has delivered; subjective dissatisfaction with quality when the work meets the agreed specifications; the client fails to provide necessary materials, feedback, or direction that delays the project; or PBridge service fees on completed and approved transactions.
5. How to Request a Refund
To request a refund, open a dispute through the project dashboard within 14 days of the issue arising. Provide a clear description of the issue and any supporting evidence (screenshots, messages, files). Our support team will review the dispute and mediate between both parties. Refund decisions are typically made within 7–10 business days.
6. Refund Processing
Approved refunds are processed back to the original payment method. Processing times vary: credit/debit cards typically take 5–10 business days; bank transfers may take 7–14 business days; and PBridge wallet credits are available immediately. Partial refunds may be issued when a portion of the work has been satisfactorily completed.
7. Subscription Refunds
For PBridge Professional and Enterprise or Business subscription plans, you may cancel at any time. All subscription payments are strictly non-refundable. No exceptions. When you cancel, your plan remains active until the end of the current billing period but no refund will be issued. We recommend trying the free Starter plan before upgrading to a paid plan.
8. Contact Us
For refund inquiries, contact our support team at support@pbridgeco.com or visit our contact page.
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