How does Workana work?
Workana is a platform that connects clients and professionals for work that can be done remotely. These jobs can be paid hourly or by a fixed amount. 💰
When a client accepts a proposal for a fixed-price project, they make an escrow payment. These funds remain with Workana until the freelancer marks the project as completed and the client releases the funds to the freelancer.
If there’s any problem with the project, it may be cancelled. In this case, the amount still under guarantee on the platform may be reimbursed to the client, i.e. the value that has not been released to the professional by the client.
Review our policies on mediation, cancellations, and breaches in fixed-price projects.
Check our project cancellation policy: How to cancel a project as a client and request a refund? (Mediation)
In cases where a project is canceled and the funds are returned to the client, the amount will initially be credited to the client's Workana account. The client can then choose to use this amount as credit for future projects or request a refund.
This information also applies to cases where the client adds funds to their Workana account.
Option 1: Credit
To view this credit, simply log in to My Finances > My Account Movements, clicking on your photo, at the top right of your profile.
To use this amount in future contracts, when you are directed to the payment page, simply select the "use Credit" option. In the event that the amount to be paid is greater than the balance in the account, the client must pay the difference to start the new project. If the amount to be paid is less than the balance in the account, the difference will remain as credit and the client can use it again in another contract or request a refund for the difference remaining in the account. 😉
Option 2: Refund
In the event that the client chooses for a refund of the balance on the account, the refund will be made in accordance with the payment method used in the initial transaction of this payment. 💲
💳Payments by Credit Card: For payments made by credit card in the last 120 days, the refund will be made through a refund to the card itself. If the payment was more than 120 days and the payment processor no longer allows the refund (variable according to the processor, between 120 and 365 days), the refund will be made by the methods available in the section below: When the refund is not possible.
Obs. If the credit card used is cancelled or replaced, the client will have to contact his operator to verify how the refund would be in this case. On our behalf, by process, refund information is sent to the card operator. 😉
🚫When a refund is not possible: When a refund is not possible, either because the payment is over 180 days old or because the method used does not allow the refund option, we can offer the client any of the professional withdrawal methods as a refund option. To see these methods, it’s necessary to go to My Finances > Configure Withdrawal options by clicking on your photo, at the top right of your profile.
It is important to clarify that in all cases, the costs of withdrawal of any method are the responsibility of the client. In none of these cases will Workana be responsible for these costs.
Refund amount
Whenever a refund is requested, we will refund the total amount that clients have at their Workana account. Workana does not retain any amount and we do not charge a refund fee. 😉
WARNING: When a project is completed through mediation, arbitration or dispute, the 4.5% fee for Workana's service will not be refunded.
It is important to remember that refunds are only available for fixed-price projects or funds added to your Workana account.
Hourly projects do not use an escrow payment system, so they follow a different process from fixed-price projects.
For more information, see: How do hourly projects work?
About deadlines after the refund request:
The process is managed from Workana in the next 72 business hours after receiving the refund request (see instructions above).
The refund method will be the same payment method originally used.
Refunds on credit cards are usually reflected within 10 business days of processing the refund, although in exceptional cases it may take a little longer, not exceeding the 30 business day period.
If you made the payment with your PayPal account, once we manage the refund, it may take up to 24 business hours to be reflected in your account.
To learn how to request a refund, see this article: How to request a refund?