This policy explains when and how money paid into Flexsetu comes back to you. It is part of our Terms of Service.
1. How your money is held
Publishers and buyers pay into their own Flexsetu deposit through our payment provider. Listing a task or ordering a service sets the money it needs aside from the deposit and holds it for that task or order. We pay a worker or provider only after the work is accepted and the observation period (24 hours by default) has passed. Until then the money stays held and can come back to you under the rules below.
2. Fees
- Payment processing fee: 2% of each top-up plus $0.30, taken when the top-up is made.
- Platform service fee: 10% of a task's rewards or of a service order's amount, paid by the publisher or buyer and held together with the money for the work.
- Withdrawal fee: 1% of the amount withdrawn. The smallest withdrawal is $10.
Fees can change. The amount shown on the screen before you confirm a top-up, a listing, an order or a withdrawal is the amount that applies.
3. Money that comes back to your deposit at once
In these cases the money, including the platform service fee set aside with it, returns to your deposit automatically and in full:
- You lower the number of slots, unlist a task or end it: the money for every slot that no order holds.
- An order or reservation ends without the work being done while the task is no longer listed: the money for that slot.
- A service provider declines your order, does not accept it within 24 hours, or you withdraw the order before it is accepted: the whole amount.
- A task sent for review is rejected: nothing was taken, because sending a task for review does not charge your deposit.
4. Orders in progress: cancellation
Either side can ask to cancel an order from the order's page. The other side has 48 hours to agree or decline.
- If both sides agree, the order is cancelled. The slot opens again while the task is listed; otherwise its money returns to your deposit.
- If the other side declines, the order continues and its deadline moves back by the time the request was open.
- If nobody answers in time, our support team decides either to cancel the order, with the money handled as above, or to let it continue.
5. Orders in progress: disputes
If work you received does not meet the task's frozen terms or the service listing, ask for changes within the number of revisions the task or listing allows, or open a dispute from the order's page. Our support team decides every dispute from the frozen terms, the work handed in, the order's records and the evidence both sides give. The decision is one of two:
- For the worker or provider: the work counts as accepted and is paid out after the observation period.
- For the publisher or buyer: the order is cancelled and its money goes back to the task or to the deposit, as in section 4.
While a dispute is open, its money is not paid out or refunded.
6. What cannot be refunded
- Work that you accepted, or that was accepted automatically because you did not review it by the review deadline, once the observation period has passed.
- The payment processing fee of a top-up that went through.
We may still reverse a payment if we find fraud, a breach of our Terms of Service or a processing error, or if the law requires it.
7. Getting money out of your deposit
Refunds go to your deposit, not to your card. You can withdraw your available deposit to a verified bank account in your own name, or in your organization's name:
- Each top-up can be withdrawn 7 days after it was made.
- The withdrawal fee and the smallest withdrawal are listed in section 2.
- Bank processing times vary by bank.
- We may hold a withdrawal while a dispute or a review of your account is open, if we suspect fraud, or if the law requires it.
If you cannot withdraw to a bank account, contact us. Where our payment provider allows it, we can return the money to the payment method you used.
8. Failed, duplicate or wrong charges
If you were charged for a top-up that did not reach your deposit, or charged twice, email us with the top-up number (starting with C). We check with our payment provider and either credit your deposit or refund the charge to the payment method you used.
9. Chargebacks
Please contact us before you dispute a charge with your bank. While a chargeback is open, we may hold the money involved and limit the account until it is resolved.
10. How to ask for a refund
Email us with your username and the order or top-up number, and tell us what happened. We aim to answer within two business days.
- Company
- OCEANWAVE PUPIL ART LLC
- Address
- 8026 W 3RD ST, LOS ANGELES, CA 90048, United States
- Phone
- +1 (715) 732-6525