Effective Date: April 18, 2026
By accessing or using the Packwork platform ("Platform"), including its website, mobile interface, APIs, and related services, you ("User") agree to be bound by these Terms of Service ("Terms"). If you do not agree to all of these Terms, you must not use the Platform. These Terms constitute a legally binding agreement between you and Packwork Inc. ("Packwork", "we", "us"). Use of the Platform is also subject to our Privacy Policy, which is incorporated herein by reference. Users may participate as a Client (posting and funding projects), a Worker (claiming and completing tasks), or both, and these Terms apply to all roles.
You must be at least 16 years of age and legally capable of entering into contracts to use Packwork. Workers must complete our professional onboarding process, which includes portfolio review, a structured interview with a certified Packwork auditor, identity verification (KYC), and settlement account setup. You are responsible for maintaining the security and confidentiality of your account credentials. You must not share your account, impersonate another user, or create multiple accounts. Any activity conducted through your account is your responsibility. Packwork reserves the right to suspend or terminate accounts that violate these Terms, exhibit fraudulent behavior, or fail KYC verification. Clients must ensure their billing information is accurate and that funds deposited into the platform escrow are legitimate.
Clients create projects by defining tasks, budgets, deadlines, and worker eligibility criteria. Upon project confirmation, the total payable amount (including platform service fees) is collected from the client's wallet or chosen payment gateway and held in escrow. Funds in escrow are frozen and protected until: (a) the client accepts the submitted work and releases payment to the worker, or (b) a dispute is raised and resolved by a Packwork auditor. Workers may claim available tasks for which they meet the profession, language, and country eligibility requirements. Once a task is claimed, the worker commits to delivering within the stated deadline. Failure to deliver without cancellation may affect the worker's credit standing. Task submissions are final unless a negotiated edit request is approved by both parties. Clients may reject a submission once and must provide a clear reason; repeated bad-faith rejections are subject to review.
Packwork operates on a transparent shared fee model. The total service fee is calculated as (Payment Gateway Fee + Platform Fee) / 2, shared equally between client and worker. The applicable platform fee percentage is dynamic and determined by your account's pricing mode: it may be set by the system default, governed by your accumulated transaction level tier, or fixed by a promotional code you have redeemed. Your exact rates are always displayed in real-time on the project creation and invoice pages. Coupon codes, promotional credits, and level upgrades may reduce applicable fees. Workers' earnings are credited to their Packwork wallet upon client acceptance of submitted work. Workers may withdraw available balances to a linked virtual card or registered bank account. Withdrawal requests are subject to a processing window of up to 24 hours and require prior administrator approval for manual bank transfers. Packwork reserves the right to freeze funds pending dispute resolution, AML review, or suspected fraudulent activity.
If a client and worker cannot reach agreement on task quality or scope, the platform will automatically trigger a formal dispute after a defined number of rejections. Upon dispute opening, both parties must submit all relevant evidence (chat logs, deliverables, project specifications, payment proofs) via the designated platform channel. An independent, certified Packwork auditor will be assigned to the case. The auditor will evaluate all submitted evidence and issue a binding written ruling within 24 hours of the evidence collection deadline, specifying the resolution (full release, partial release, full refund, rework, or worker replacement). Either party may appeal within 48 hours of the ruling by submitting new evidence or identifying material errors. Appeals are reviewed by senior auditors; the appeal outcome is final and binding. Auditors are bound by a strict Code of Conduct ensuring neutrality, confidentiality, and professional ethics. Packwork's internal arbitration process is the exclusive dispute resolution mechanism for all platform transactions.
Users are prohibited from: submitting false or misleading information during onboarding or task execution; attempting to circumvent platform fees by conducting transactions off-platform; harassing, threatening, or discriminating against other users; engaging in money laundering, fraud, or any activity that violates applicable laws; uploading malicious code, scraping platform data, or interfering with platform infrastructure; impersonating Packwork staff or other users; or creating fake reviews, false dispute statements, or manipulated evidence. Violations may result in immediate account termination, forfeiture of pending balances, and referral to law enforcement. To the maximum extent permitted by applicable law, Packwork's total liability to any user for any claim arising out of or related to these Terms or the Platform shall not exceed the greater of (a) the total fees paid by the user to Packwork in the 3 months preceding the claim, or (b) USD $100. Packwork is not liable for indirect, incidental, special, consequential, or punitive damages. Packwork reserves the right to modify these Terms at any time. Users will be notified of material changes via email or in-app notification at least 7 business days in advance. Continued use of the Platform after the effective date of any modification constitutes acceptance of the updated Terms.