Disputes must be submitted within 5 days after the freelancer's payment has been processed. If this deadline has passed, we recommend discussing the matter directly with the freelancer to seek a mutual resolution. If no agreement is reached, Toptal.ai Support may assist with mediation.

Toptal.ai disputes apply strictly to billed hours rather than work quality. If you are dissatisfied with the freelancer’s deliverables, we encourage direct negotiation with the freelancer to request a refund. If necessary, Toptal.ai Support can facilitate mediation.

If a freelancer is unresponsive, first pause the contract via your Dashboard to prevent additional charges. Attempt to contact them through Toptal.ai’s messaging system. If the freelancer remains unavailable, please reach out to Toptal.ai Support for further assistance.

Account holds may occur due to policy violations, including but not limited to payments conducted outside the Toptal.ai system, repeated instances of contract non-performance, spam or harassment, and overdue balances. If your account has been placed on hold, please check for any outstanding issues or contact Toptal.ai Support for clarification.

To update your billing details, navigate to "Account" → "Billing." Note that once a billing method has been added, it cannot be modified - instead, the existing method must be removed, and a new one added

Toptal.ai currently supports Visa, MasterCard, and verified PayPal accounts. Payments are processed automatically based on the selected billing cycle.

“Invoices can be accessed and downloaded from the "Contracts" page.

If a freelancer engages in conduct that violates Toptal.ai’s Terms of Service - such as fraudulent activity, poor-quality work, or failure to meet contractual obligations - clients may submit a report to Toptal.ai Support along with supporting documentation for investigation.

If you detect an unexpected charge, first review your "Contracts" → "Payments" section to verify transaction details and confirm whether the charge is associated with an active contract or invoice. If the charge appears incorrect or unauthorized, contact Toptal.ai Support immediately for resolution.