Trust & safety

What the badges mean

Badges are reviewed by a person, not granted automatically, and can be removed if something changes. No badge is a guarantee of the quality of someone's work — always read reviews and agree terms in writing.

Written agreements

Remote workers can send a plain-English agreement from a template — an hourly retainer, a fixed-price project, a monthly package or a standalone confidentiality agreement. Both sides type their name to sign, and the time is recorded against the job.

• The wording is locked the moment it's sent — neither side can quietly change it.
• Each side can only sign their own line, and a signature can't be edited later.
• Both parties keep a copy on the job for as long as the account exists.

Templates are a sensible starting point, not legal advice. If a job is high value or unusual, take your own advice before signing.

Raising a dispute

1. 1. Talk it through first

   Most problems are a misunderstanding about scope or timing. Use messages on the job so there's a written record.

2. 2. Raise the dispute

   From the job, choose Raise a dispute, pick a reason, and tell us what happened and what would resolve it.

3. 3. A moderator reviews both sides

   We read the messages, the quote and any signed agreement on the job. We may ask each of you for more information.

4. 4. Decision

   You'll see the outcome and the moderator's note on the job. Where terms have been breached, we can restrict or suspend the account involved.

Aura Connect connects clients and remote workers; we don't hold payment between you, so we can't force a refund. What we can do is review the evidence, record the outcome, and act on accounts that breach our terms.