We wanted to let you know that we have revised the refund policy of PPH. The reason is that there have been cases where the refund functionality is abused so we changed the refund policy to make it more fair for both Sellers and Buyers.
What changed is that when Sellers are not at fault for the refund according to the T&Cs (delivery deadline was not met, no response from Seller etc) then Buyers can still ask for a refund but they receive the funds requested minus a refund fee equal to 10% of the requested amount. So this refund fee is charged when cancelling a booked project without the Seller being responsible for the cancellation.
If Seller is at fault for the refund the functionality stays the same: Buyer receives 100% of the requested amount without any deduction and Seller gets an automated 1-star review from the system (refund fee is not charged to either party).
We really hope that this change will reduce conflicts between Sellers and Buyers and therefore reduce refund requests and make it more fair for everyone: Sellers get more protected and there no cases where a Buyer abuses the system.
You can find more info in the Buyer fees section of the updated Terms and Conditions here
Product Manager @PPH