Iselino – Payment & Refund Policy

This Payment & Refund Policy governs payment processing, escrow handling, refunds, and dispute resolution for all transactions executed on Iselino, which is operated by Fina Iselino Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom (“Iselino”, “we”, “us”, “our”).

All Employers and Freelancers explicitly agree to be bound by the terms of this Policy when using the platform's payment architecture.

1. Payment Processing

• Secure Infrastructure: All employer payments are securely processed through authorized external payment service providers, primarily Stripe.
• Data Protection: Iselino does not hold, store, or process full credit card credentials on its own servers.
• Accepted Payment Methods: Supported payment channels include standard credit and debit cards (such as Visa, MasterCard, and American Express) as well as localized international digital payment options presented securely at checkout.

2. Currency & Exchange Rates

• Base Pricing: All listed prices for Gigs, custom project milestones, and platform subscriptions are displayed in the designated base currency (typically EUR or GBP).
• Conversion Variance: Foreign exchange rates, internal conversion fees, or international transaction processing levies depend entirely on the user’s individual bank or credit card provider.

3. Escrow, Fees & Payouts

• Employer Advance Payment: Employers fund the full project or individual Gig amount upfront before any professional services or technical tasks begin.
• Escrow System Protection: Funded balances are held securely within the platform's escrow system until the service is fully completed by the Freelancer and confirmed as accepted by the Employer.
• Release of Funds: Once the Employer formally confirms order completion, funds are released to the Freelancer's platform balance, minus the applicable tiered platform commission.

Shared (SHA) Fee Structure

• Iselino covers the incoming transaction processing charges levied directly by its merchant provider (Stripe) to receive financial settlements.
• Freelancers remain responsible for any individual fees charged by their own receiving bank, payout provider, or intermediary financial institutions during withdrawal procedures.

Payout Controls and Restrictions

• Minimum Payout Amount: To manage financial transaction costs, the minimum threshold for a Freelancer withdrawal is set to €20.00 (or equivalent currency).
• Processing Times: Payout withdrawals typically take between 3 to 7 business days to clear, depending on the chosen payout channel and identity verification status.

Security Holds

Payouts may be temporarily delayed, withheld, or frozen for safety reasons, including:

• Pending identity verification or missing Know Your Customer (KYC) updates.
• Detection of suspicious transactional activity, high velocity, or potential fraud risks.
• Open, active, or unresolved project disputes between the Employer and the Freelancer.

4. Refunds

Refunds on project funds may be issued strictly under the following qualified circumstances:

• The Freelancer fails to deliver the agreed service or stops communication within the project timeline.
• The Employer cancels the order before the Freelancer has officially started working on the project.
• Both parties (Employer and Freelancer) mutually communicate and agree to an order cancellation via the platform tools.

Additional Refund Rules

• Approved refunds are automatically credited back to the Employer's original payment method within 5 to 10 business days.
• Partial refunds may be negotiated and applied if a project was partially delivered and both parties agree to the resolution.
• Platform service fees (specifically the 5% Employer checkout fee) are non-refundable once an order transaction has been officially initiated and processing infrastructure has been utilized.

5. Dispute Resolution

• Internal Resolution: Employers and Freelancers must first attempt to resolve any project disagreements or quality issues directly via the platform's internal workspace and chat tools.
• Escalation Path: If a resolution cannot be reached, either party may escalate the case by contacting support@iselino.com with full order details and project delivery evidence.

Iselino acts as a neutral mediator, thoroughly reviewing:

• Official chat records and communications within the platform.
• Delivered files, work samples, and proof of project milestones.
• Initial gig requirements and order parameters.

Iselino’s mediation choices aim for a fair, objective resolution based on facts. Any decision made by Iselino regarding fund release is final to the maximum extent permitted by applicable law. Accounts found attempting payment fraud or system abuse will be permanently banned.

6. Taxes & Fees

• Employers and Freelancers are entirely responsible for handling their own applicable local taxes, duties, or business filings in their respective home countries.
• In full compliance with United Kingdom tax laws, Iselino does not currently charge or display VAT on its platform commissions or subscriptions, as the company operates under the statutory UK VAT registration threshold.
• Freelancers are solely responsible for invoicing and declaring taxes for the underlying service income generated from Employers through the platform (see Seller Agreement).

7. Security & Fraud Prevention

• Transaction Monitoring: All platform transactions are actively monitored for suspicious patterns, payment looping, or card testing.
• Balance Blocking: Payout balances will be blocked immediately if fraud, account takeovers, or uncoordinated bank chargebacks are detected.
• Account Termination: Users found manipulating review scores, manufacturing fake orders, or executing self-payments will face immediate and permanent account termination.

8. Contact

For questions regarding payments, refunds, escrow handling, or active disputes:

Standard Response Time: Within 24 hours, Monday–Friday, Central European Time (CET).

End of Payment & Refund Policy