1. Eligibility
To receive payouts you must reach Tier 3 (Payout-ready) and have accepted these Payout Terms. Tier 3 means your identity is verified, your tax details have been provided, and you have cleared sanctions screening. Until all three are complete, orders you deliver are recorded against your account but funds are not released. Keeping your identity, tax, and payout details accurate is a continuing condition of eligibility.
2. How payouts are calculated
Your payout for an order is the order value minus the platform commission. The default commission is 20% of the order value on services, so your provider amount is the remainder after that deduction. The exact split is fixed on the order at the time it is recorded and does not change afterwards, so both sides can rely on the same figures. Any applicable taxes, conversion, or payment-rail costs are handled separately as described below.
3. Current manual phase
Until the platform's payment processor is approved and live, orders and the resulting provider amounts are recorded manually by SupportPilots and settled by arrangement rather than through an automated payout system. During this phase your earnings accrue against your account as completed orders are recorded, and settlement happens directly with you. Once automated payouts go live, they will follow the same calculation and the schedule and hold rules set out here.
4. Payout schedule and holds
You are paid after the buyer accepts the deliverable and after any applicable hold or clearing period has passed. SupportPilots may place a hold on funds where a dispute, refund request, chargeback, or fraud check is open on the relevant order or your account. Held funds are released once the matter is resolved in a way that confirms the amount is properly payable to you. We aim to keep holds no longer than reasonably necessary to protect buyers and the platform.
5. Currency and fees
Payouts are made in your nominated payout currency. Where the order was priced in a different currency, a currency conversion may be applied, and conversion or payment-rail fees charged by the underlying provider may apply. Where such fees are relevant to a payout, they are shown or made available to you so you can see how your net amount was reached. You are responsible for any fees charged by your own bank or payout account.
6. Reserves
SupportPilots may hold a reasonable reserve against potential refunds and chargebacks, particularly for newer providers or higher-risk service categories. A reserve is a portion of your earnings temporarily withheld and released over time once the associated risk window has passed. The purpose is to ensure funds are available to cover buyer refunds or chargebacks without clawing back money you have already withdrawn. Reserve levels are set proportionately to risk and reviewed as your track record develops.
7. Refunds, disputes, chargebacks
If an amount is refunded to a buyer, or lost to a chargeback, on an order you delivered, that amount is deducted from your payout for that order or, where already paid, recovered from your future earnings. Where a dispute is resolved partly in your favour, the deduction reflects the resolved outcome. You are expected to engage in good faith with dispute resolution, and persistent refund or chargeback rates may affect your reserve level, tier, or standing on the platform.
8. Taxes and reporting
You are responsible for reporting and paying your own taxes on your earnings. As a marketplace, SupportPilots may be legally required to collect information about your identity and income and to report it to tax authorities, for example under the DAC7 rules in the European Union or equivalent regimes elsewhere. You agree to supply accurate and complete tax details when asked, and to keep them current. Failure to provide required tax information may result in payouts being withheld until the information is supplied.
9. Sanctions and AML
SupportPilots screens providers against applicable sanctions lists as part of our anti-money-laundering obligations. Payouts to accounts that are restricted, sanctioned, or that have not cleared verification are withheld. If a screening match or concern arises, we may pause payouts while we investigate and may be required to withhold funds or report as the law directs. Providing false identity or account information to circumvent screening is a serious breach and grounds for termination.
10. Failed or dormant payouts
If a payout cannot be delivered because your account details are wrong, closed, or unreachable, SupportPilots will attempt to contact you using the details on file so the issue can be corrected. You are responsible for keeping your payout and contact details accurate so funds can reach you. Where a payout remains unclaimed after reasonable attempts to contact you, the funds are handled in accordance with applicable law on unclaimed or dormant balances.
11. Changes
SupportPilots may update these Payout Terms from time to time, and material changes will be communicated with reasonable notice before they take effect. Each version is numbered and dated, and the version you accepted is recorded against your account. Continuing to use the payout system after a change takes effect means you accept the updated terms. If you do not accept a change, you may stop offering services and request settlement of any properly payable balance under the terms then in force.
12. Governing law and contact
These Payout Terms are governed by the laws of England and Wales, and disputes that cannot be resolved informally will be brought before the competent courts of England and Wales. Questions about payouts should go to legal@supportpilots.com, and general provider support is available at support@supportpilots.com. The contracting entity is Telvara Holdings Limited, company number 17175891, 27 Crofton Road, No. 6, 1st Floor, Liverpool, L13 5UJ, United Kingdom, telephone +44 7782 220559.