Twine Guidelines

Twine is a community and freelance marketplace where creative services are bought and sold. We want to ensure a quality service for all our members. So that you know what to expect, we created Twine guidelines - a basic rulebook for you to follow when buying services or selling your services on Twine.

1. Be clear and upfront about what you want.

The buyer must give a clear and definite description of their project requirements in their project brief. The buyer must provide all the project requirements to the seller before work commences, so that the seller can get started promptly.


2. Don’t change the project requirements.

The buyer should not alter the project requirements once work has begun. The seller should complete the work that is outlined in the original project brief. If there are unavoidable changes or amends to the original brief, these should be discussed with the seller, and the seller given the option to decline to continue with the project if they are unhappy with the additional changes.


3. Give updates.

The seller must give the buyer regular updates on the project’s progress. The buyer must also respond quickly to any questions that the seller has, to make sure they can progress with the project.


4. Stick to deadlines.

The seller must deliver the work on time according to the deadline set by the buyer. Failure to do so may result in a poor rating for the seller.


5. Avoid cancellations.

Once work has commenced, the buyer should not cancel the project without a good reason. Equally, once a seller has agreed to carry out a project for a buyer, they should fulfil this promise, unless there are extenuating circumstances. Failure to do so wastes valuable time for both parties, and could result in poor ratings or even disqualification from Twine.


6. Send files via Twine.

Where possible, send files through the Twine file transfer system. This helps you to manage your project all in one place. When a seller sends final project files through Twine, this initiates the completion of the project, so it’s important to do this through Twine.


7. Pay promptly.

Once the work has been completed, pay as soon as you can. Late payment could result in a poor rating from your seller.


8. Pay via Twine.

Pay for your project through Twine using PayPal or credit card. If you pay for services outside of Twine, we no longer have a record of the transaction and therefore can’t resolve any disputes that may occur.


9. Stay safe.

It goes without saying - as with all other services on the internet - be safe when buying or paying for services online. Don’t feel pressurised to give out your bank details. Don’t be persuaded to move to another service, such as email, when you’re perfectly happy using Twine messages. Twine recommends using PayPal for payment transactions, because of the extra level of safety it provides.


If you think you’re working with someone who isn’t sticking to the Twine guidelines, you can get help by contacting us through our support centre. We’ll be happy to provide assistance. Buyers and sellers who don’t stick to the guidelines are at risk of receiving poor ratings, or further intervention by the Twine staff.


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