Payments, Escrow, Wallet & Refund Policy

1. Platform Overview

CreativeHubPH is an online marketplace that connects clients with freelancers, designers, video editors, creatives, and multimedia service providers in the Philippines.

Clients may hire freelancers for fixed-price projects, purchase creative services, fund project milestones, launch design or creative contests, deposit funds into their CreativeHubPH wallet, and pay invoices or service orders.

Freelancers and service providers may offer creative services, submit proposals, deliver project outputs, participate in contests, receive earnings through their CreativeHubPH wallet, and request withdrawals of available earnings.

CreativeHubPH acts as the platform operator that facilitates transactions between clients and freelancers. CreativeHubPH primarily processes Philippine payments through PayMongo. PayMongo is used for supported wallet top-ups, withdrawals, disbursements, and local payment flows. PayPal may be available as an alternative payment method for clients outside the Philippines. CreativeHubPH does not directly store sensitive card numbers, online banking credentials, or full payment credentials.

2. Parties Involved in the Payment Flow

• Client / Customer: The person or business paying for a creative service, project, contest, milestone, invoice, or wallet top-up.
• CreativeHubPH: The marketplace platform that records transactions, tracks wallet balances, manages funded project status, applies platform fees, and facilitates freelancer payouts.
• Freelancer / Service Provider: The creative professional who delivers the service or project output and receives earnings once work is completed, approved, or eligible for release.
• PayMongo: The primary payment gateway used to process customer payments and withdrawals. PayMongo confirms successful payments and notifies CreativeHubPH through payment status updates or webhooks.
• PayPal: An alternative payment method for clients outside the Philippines. PayPal confirms payments and notifies CreativeHubPH of successful transactions.

3. Supported Payment Use Cases

• Wallet Top-Up: A client adds funds to their CreativeHubPH wallet for future use.
• Project Funding: A client funds a fixed-price project or milestone before work begins.
• Service Order Payment: A client purchases a listed creative service.
• Contest Funding: A client funds a creative contest prize before entries are submitted or reviewed.
• Invoice Payment: A client pays an invoice generated for a project, milestone, or service order.
• Platform Fees: CreativeHubPH deducts applicable platform fees from completed transactions.
• Freelancer Withdrawal: A freelancer requests withdrawal of available earnings after funds become eligible for release.

4. Customer Payment Flow

1. The client selects a transaction, such as adding wallet funds, funding a project or milestone, paying for a service order, paying an invoice, or funding a contest.
2. CreativeHubPH creates a payment request through PayMongo or PayPal containing the client reference, transaction type, amount, currency, internal reference number, description, and callback or redirect information where applicable.
3. The client chooses an available payment method such as e-wallets, QRPH, online banking, bank transfer, debit or credit card, or PayPal depending on CreativeHubPH’s configuration.
4. The client completes payment through the selected payment method. Sensitive payment credentials are handled by the payment gateway and relevant financial institutions.
5. The payment gateway processes the payment and determines the payment status, such as pending, paid, failed, expired, cancelled, refunded, reversed, or under review.
6. The payment gateway sends payment confirmation to CreativeHubPH through a payment notification, callback, or webhook.
7. CreativeHubPH verifies the payment status before crediting or updating the related internal transaction.
8. Funds are assigned to the intended purpose, such as wallet balance, funded project, milestone, service order, contest prize, or paid invoice.

5. Funds Receiving and Processing Flow

CreativeHubPH uses an internal transaction tracking system to monitor the lifecycle of each payment. When a client pays, the payment is processed by PayMongo or PayPal. CreativeHubPH receives the payment confirmation and records the transaction internally.

Each successful payment may include a transaction ID, client ID, freelancer ID if applicable, related project/service/contest/invoice ID, amount paid, payment method, gateway reference, gateway status, platform fee, net amount, holding status, release status, refund status, and payment date/time.

6. Fund Holding / Escrow-Like Handling

For marketplace transactions, CreativeHubPH may hold funds in an escrow-like status inside the platform’s internal ledger. This means the client has already paid, the transaction is marked as funded, and the freelancer can see that the project, milestone, order, or contest has been funded. Project funds may be held in escrow until project completion, milestone approval, or dispute resolution.

However, these funds are not yet available for freelancer withdrawal. Funds become releasable only after approval, completion, handover, auto-release rules, or dispute resolution requirements are satisfied.

CreativeHubPH uses this process to help protect both clients and freelancers while keeping the payment flow transparent.

7. Project and Milestone Payment Flow

1. Client and freelancer agree on the project scope, price, and deliverables.
2. Client funds the project or milestone through CreativeHubPH.
3. CreativeHubPH creates a payment request through the payment gateway.
4. Client completes payment using an available payment method.
5. The payment gateway confirms the payment.
6. CreativeHubPH marks the project or milestone as funded.
7. Freelancer begins or continues the work.
8. Freelancer submits deliverables through the workspace.
9. Client reviews the work and may approve it, request revisions, or raise a dispute.
10. Once approved or eligible for auto-release, CreativeHubPH releases the funds internally to the freelancer’s available balance.
11. Freelancer may request withdrawal of available earnings.

8. Service Order Payment Flow

1. Client selects a service package from a freelancer or service provider.
2. Client reviews the service details, price, inclusions, and delivery timeline.
3. Client proceeds to payment.
4. CreativeHubPH creates a payment request through the payment gateway.
5. Client completes payment.
6. The payment gateway confirms payment status.
7. CreativeHubPH marks the service order as paid or funded.
8. Freelancer begins work and submits the output.
9. Client reviews and approves the completed service.
10. Funds are released to the freelancer’s available balance after completion, approval, or applicable release rules.

9. Contest Payment Flow

1. Client creates a contest and defines the prize amount, requirements, and duration.
2. Client funds the contest through CreativeHubPH.
3. CreativeHubPH creates a payment request through the payment gateway.
4. Client completes payment.
5. The payment gateway confirms successful payment.
6. CreativeHubPH marks the contest as funded.
7. Freelancers or creatives submit contest entries.
8. Client reviews entries and selects a winner.
9. Winner completes any required handover process.
10. CreativeHubPH releases the contest prize to the winner’s available balance, subject to platform rules and dispute checks.

10. Wallet Top-Up & Non-Withdrawable Credit Rules

1. Client selects Add Funds in their CreativeHubPH wallet.
2. Client specifies the top-up amount and chooses an available local payment gateway method (e.g., GCash, Maya, QRPh, or Credit/Debit Cards via PayMongo).
3. Client explicitly acknowledges that wallet top-ups are non-withdrawable, non-transferable, and usable solely for CreativeHubPH services or contests.
4. The payment gateway processes and confirms the transaction.
5. CreativeHubPH credits the client's internal available wallet balance.
6. Client uses wallet credits to fund contests, hire freelancers, or pay project invoices on CreativeHubPH.

11. Freelancer Earnings and Payout Withdrawals

Platform withdrawal capabilities apply strictly to service providers (freelancers) withdrawing eligible, cleared earnings from completed work. Client wallet deposits and client top-ups are non-withdrawable.

1. Client funds a contest or freelance service order.
2. Funds are held in escrow while work is in progress.
3. Freelancer delivers output and client approves work (or auto-release triggers).
4. CreativeHubPH deducts applicable platform service fees.
5. Net cleared earnings are credited to the freelancer’s withdrawable balance.
6. Freelancer submits a payout withdrawal request to a verified local bank account or e-wallet.
7. CreativeHubPH verifies identity and processes payout via payment gateway partners.

12. Platform Fees

CreativeHubPH may charge a 8% platform service fee for completed marketplace transactions. This fee supports marketplace operations, platform maintenance, payment coordination, user support, security, dispute review, and continued development of the CreativeHubPH community.

13. Cancellations & Refund Policy

When a contest, service order, or project transaction is cancelled and a refund is approved by CreativeHubPH under platform rules:

• Wallet Credit Return: Approved refund amounts are returned directly to the client's CreativeHubPH wallet balance as non-withdrawable wallet credits, unless applicable law or payment-provider rules mandate original payment method reversal.
• Wallet Credit Status: Funds returned to a client wallet following cancellation remain non-withdrawable and may be used exclusively for future platform purchases on CreativeHubPH.
• Released Payments: Contest awards or service payments already approved and released to a freelancer are final and not automatically refundable.
• Failed or Duplicate Charges: Duplicate charges, system errors, or unauthorized payment transactions will be promptly investigated and reversed to the source payment method as required by applicable payment processor rules.

Note: This policy is subject to applicable mandatory consumer protection laws in operating jurisdictions.

14. Dispute Handling

CreativeHubPH provides a dispute review process for marketplace transactions. Disputes may involve non-delivery, disagreement over scope, cancellation after work has started, suspected fraud, revision disagreements, file handover concerns, or payment-related issues.

The dispute process may include review of project details, messages, deliverables, files, timestamps, payment status, funded status, and additional information from either party. Possible outcomes include releasing funds, refunding funds, partially releasing funds, or keeping the transaction under review.

15. Auto-Release Rules

For certain completed transactions, CreativeHubPH may apply auto-release rules. Funds may be released to the freelancer after a defined period if the freelancer has submitted the required work, the client does not respond within the review period, no active dispute has been raised, and the transaction is not under fraud or payment review.

CreativeHubPH may pause auto-release if there is a dispute, fraud concern, chargeback, payment issue, or platform policy violation.

16. Chargebacks, Reversals, and Payment Reviews

Some payment methods may be subject to chargebacks, reversals, or payment reviews. If CreativeHubPH receives notice of a chargeback, reversal, failed settlement, or suspicious payment, the platform may place the transaction under review, temporarily hold related funds, restrict withdrawal of affected earnings, request documentation, reverse wallet credits if payment was not successfully settled, and coordinate with the payment gateway for investigation.

CreativeHubPH reserves the right to recover funds from internal balances if a payment is reversed, refunded, disputed, or found to be unauthorized or fraudulent.

17. Payment Status Tracking

CreativeHubPH tracks payment statuses internally to ensure that each transaction is properly handled.

18. Security and Verification Controls

CreativeHubPH applies security and verification controls to reduce payment fraud and protect users. These may include user account verification, email verification, phone verification, identity verification for freelancers or withdrawal eligibility, review of suspicious payment activity, review of suspicious withdrawal requests, internal transaction logs, admin review of disputes and refunds, gateway confirmation before crediting balances, withdrawal restrictions for accounts under review, and monitoring of unusual transaction patterns.

19. Handling of Sensitive Payment Information

CreativeHubPH does not store full card numbers, CVV codes, online banking credentials, or sensitive customer payment credentials. Sensitive payment information is handled by the payment gateway and relevant financial institutions.

CreativeHubPH stores only necessary transaction references and status information, such as payment reference ID, internal transaction ID, payment status, amount, currency, payment method type, user account reference, related project/service/contest/invoice reference, and date/time of transaction.

20. Reconciliation and Recordkeeping

CreativeHubPH maintains internal records for payments, wallet movements, funded status, platform fees, freelancer earnings, refunds, and withdrawals. Reconciliation may include matching payment gateway references with CreativeHubPH transaction records, checking successful payments before crediting wallet or funded balances, reviewing failed or duplicate payments, tracking released and unreleased funds, tracking platform fees and net freelancer earnings, reviewing withdrawal requests and payout status, and maintaining records for support, accounting, and compliance purposes.

21. Example End-to-End Payment Flow

1. A client hires a freelancer for a logo design project worth PHP 5,000.
2. The client clicks Fund Project on CreativeHubPH.
3. CreativeHubPH creates a payment request through the payment gateway.
4. The client pays using an available payment method.
5. The payment gateway confirms the successful payment.
6. CreativeHubPH records the payment and marks the project as funded.
7. The PHP 5,000 is held in an escrow-like status inside the platform ledger.
8. The freelancer completes the logo design and submits the files.
9. The client reviews and approves the work.
10. CreativeHubPH releases the freelancer’s earnings, less applicable platform fees.
11. The freelancer’s available balance is updated.
12. The freelancer requests withdrawal.
13. CreativeHubPH reviews and processes the withdrawal to the freelancer’s nominated payout account.

22. Contact Information

For payment-related concerns, users may contact CreativeHubPH support through the official website or support channels provided on the platform. CreativeHubPH may assist with payment confirmation issues, failed or duplicate payments, wallet top-up concerns, project funding concerns, refund requests, disputes, freelancer withdrawal concerns, and account verification concerns.

23. Declaration

CreativeHubPH confirms that customer payments are processed through a third-party payment gateway such as PayMongo or PayPal. CreativeHubPH records confirmed payments in its internal system and assigns funds to the correct wallet, project, service, milestone, contest, or invoice.

Freelancer earnings are released only after the applicable work completion, approval, handover, auto-release, or dispute resolution process. Withdrawals are subject to verification, account review, and platform policies.

CreativeHubPH does not store sensitive payment credentials and relies on the payment gateway and financial institutions for secure payment processing.