Safe Payment for Freelancers: How Escrow Works
See how escrow works on Hylance, when money leaves your wallet, when the freelancer gets paid, and what to do if the work falls short.
Key takeaways
- You pay from your wallet when you place the order, but the money stays held by the platform and does not go to the seller until you confirm delivery.
- A clear order message is your main reference if anything goes wrong: what you should receive, in what format, and by when.
- If the work does not match the agreement, open a dispute. The seller must reply with evidence within 24 hours.
- Paying or communicating outside the platform removes your protection under the guarantee.
On Hylance, you pay for a service from your wallet when you place the order, but the money does not go straight to the freelancer. It stays held by the platform until you receive the work and confirm that it matches what you agreed on. Only then is it released to the seller. This protects you from the worst part of dealing with someone you do not know: paying upfront and then having them disappear or deliver only half the job. It also protects the freelancer, because they start work knowing the money is really there. This guide walks through the money flow step by step, what to write in your order so your rights stay clear, and what to do if a dispute comes up.
What does it mean when the money is held?
It means the platform acts as a third party between you and the seller. The money has left your balance, so you cannot use it for another order, but it has not reached the seller’s balance, so they cannot withdraw it. In commerce, this is called escrow. Every transaction on Hylance goes through it, whether you are buying a SAR 30 (about $8) service or a full online store.
How the money moves from wallet top-up to delivery confirmation
- Top up your wallet with enough balance for the service you want.
- Place the order, and the service price is held from your balance while the seller starts working.
- Follow up with the seller in the order chat inside the platform, where everything written is recorded.
- The seller delivers the work within the delivery time listed in the service.
- Review what you received. If it matches the agreement, confirm delivery and the money is sent to the seller after the platform deducts its commission from them.
The commission is deducted from the seller only when the deal is completed. It is 10% on services. A canceled transaction has no fee.
Write an order that can serve as proof if there is a dispute
Escrow protects the money, but what decides a dispute is what you both agreed to in writing. A vague order like “I want a nice logo” is not a useful reference for either side. In your order message, write:
- Exactly what you will receive: the number of designs, pages, or words.
- The file formats and dimensions you need.
- How many revision rounds are included, which is usually stated in the service description.
- What you will provide and when: text, images, and login details if needed.
- Anything outside the published service description, so the seller can confirm it before starting.
For example, instead of “I want posts for my account,” write: “10 square Instagram posts using the attached brand colors, text in the attached file, delivery in PNG plus the source file, and one revision round.” With a message like this, the seller knows what to deliver and you know what to review.
If the work does not match the agreement: revision first, then dispute
Do not confirm delivery before you review the work. If something is missing, ask for a revision in the order chat and point out exactly what is missing compared with what was written. If you still cannot reach a solution, open a dispute. Platform rules require the seller to reply and provide evidence within 24 hours. If they do not reply within that time, the platform may resolve the dispute in your favor and return the full amount.
| Situation | Are you eligible for a refund? |
|---|---|
| The work was not delivered within the agreed time | Yes |
| The work materially does not match the written specifications | Yes |
| The seller marked the order as delivered before actually delivering it | Yes, and you have the right to cancel the transaction |
| You changed your mind after receiving complete work that matches the agreement | No |
| You ordered the service by mistake and received it in full | No |
Mistakes that can cost you your protection
- Paying outside the platform: any money you send directly to the seller is not protected by the guarantee, and asking for outside payment is a violation that can lead to a ban.
- Moving the conversation to another app: anything written outside the platform is not considered in a dispute, and sharing outside contact details is not allowed in the first place.
- Confirming delivery as a courtesy before reviewing the work: confirmation is what releases the money.
- Agreeing on extras verbally: every extra should be written in the order chat.
Start with a small order
If this is your first time ordering from a freelancer, try the whole process with a small order before committing to a larger project. On Hylance, clearly scoped services start at about SAR 30 (about $8) at the time of writing, and you can find the exact price on each service card. With one small order, you can see how the money is held, how delivery works, and how confirmation works, then move on to something bigger with more confidence.
Before you click “Confirm Delivery”
- Open every file you received and make sure it works and is in the required format.
- Compare what you received against the order message point by point, not against your general impression.
- Test the work in its real setting: the logo on your store background, the code on your site, the text on its page.
- If you still have an included revision round left, use it before confirming, not after.
- Ask for any promised source file that has not been delivered yet.
Small services to try for your first order
Quote and Invoice Template with Your Business Identity
- Business
- New service
Professional Job Description Writing for Hiring Ads
- Business
- New service
E-commerce Store Audit with Urgent Fix Report
- Business
- New service
Frequently asked questions
When does the freelancer get paid on Hylance?
After you confirm that you received the work. Until then, the money stays held by the platform: it has left your wallet balance, but it has not been added to the seller’s balance.
What should I do if I receive work that does not match what we agreed on?
Do not confirm delivery. First ask for revisions in the order chat, and if you still cannot reach a solution, open a dispute. The seller must reply with evidence within 24 hours. If they do not reply in time, the platform may close the dispute in your favor and refund the full amount.
Can I get a refund if I change my mind after accepting the work?
No. Changing your mind after receiving a complete order that matches the description is not a refund case. Refunds apply when the work is not delivered on time or when it materially does not match the agreed specifications.
Ready to put this into practice?
Browse Business services on Hylance and order what your business needs, with escrow that protects both sides. Or create an account and list your first service in minutes.
