Rules and protection
Reporting an issue
What our team can act on, what it cannot, and what a report does to the payment.
A report pauses the automatic release
While a contract is reported it is taken out of the 14-day auto-release scan, so nothing pays out in the middle of a review. The money stays exactly where it is, held, until the report is resolved.
Report an issue is for someone breaking the rules: fraud, harassment, illegal content, an attempt to take the work or the money outside the contract. It is not a way to settle a disagreement about whether the work was good.
What we can act on
A Terms of Service violation. If we confirm one, we can warn an account, suspend it, or ban it permanently, and for serious fraud we can involve the authorities.
What we cannot act on
Whether the work was any good. CollabNordic does not arbitrate creative quality and does not decide who deserves the money. That is not evasion: a marketplace that overrules an agreement both sides signed is a worse place to sign agreements.
What to do instead is agree. Talk in the chat on the collaboration, point at what the contract scope actually says, and settle on a revision or a way forward. The contract is the reference, which is why a specific brief is worth writing before anything is booked.
What happens to your money
| Situation | What happens |
|---|---|
| The work is delivered and you approve | Released to the creator |
| You say nothing for 14 days | Released to the creator automatically |
| The contract is reported | Held. The automatic release is paused |
| No deliverables were ever submitted | You can cancel and are refunded in full |
| Nobody agrees and there is no violation | Held until you agree, or a court directs otherwise |
Refunds after delivery are not available. Once work has been submitted the creator has earned payment, and a refund at that point would mean the platform deciding the work was not good enough, which is exactly the judgement we do not make.
Common situations
The creator never delivered. Cancel the contract. With no deliverables submitted the refund is full.
The work misses the brief. Send it back with feedback and ask for a revision. Declining requires a reason, and a specific one is what turns a bad first draft into the thing you asked for.
The delivery window is closing and you disagree. Do not let the 14 days run out in silence while you argue in chat. Send the work back with feedback, or report the issue if a rule was actually broken. Either one stops the clock being the thing that decides.
Something feels like a scam. Report it. That is what the button is for.
Making a report useful
Include the contract number, and say which rule you think was broken rather than how the situation made you feel. A report that quotes the contract scope and points at a message is one we can act on the same day. A report that says the other side was difficult is one we have to ask questions about first.
Avoiding the situation
- Read the portfolio and the reviews before booking.
- Write the brief so a stranger could tell whether it was met.
- Keep the conversation on the platform, so it is on the record.
- If it matters, it belongs in the contract scope rather than in a chat message.