Client FAQ

View our freelancer FAQ.

General

What is Bonsai?

Bonsai is a contract and payments tool for freelancers. The Contracts tool allows freelancers to create and e-sign balanced, plain English contracts online. The Payments tool allows them to invoice and accept payments online.


Contracts

How were these contracts created?

Bonsai hired lawyers with years of work contract and freelance experience to draft the core template. We then gathered feedback from freelancers, clients, agencies, and other lawyers to ensure that the templates were fair and covered all the necessary terms.

Are e-signatures legal?

Absolutely. The enforceability of electronic signatures in the US was firmly established by the Uniform Electronic Transactions Act (UETA) at the state level and and the Electronic Signatures in Global and National Commerce Act (ESIGN) at the federal level in 2000. To learn more visit https://www.docusign.com/esign-act-and-ueta

Can I edit a contract?

Only the freelancer can edit the contract, and they can do so before the client has countersigned it. If you'd like to change the contract, contact the freelancer directly. If you've already signed the contract, they can duplicate it and create another one.

Can I print a contract?

After you sign the contract, you can export it to a PDF and / or print it.

Where are my contracts stored?

Bonsai stores all contracts securely online, accessible to you at any time and on any device.


Payments

What is Bonsai Payments?

Bonsai Payments is an online invoicing and payments tool for freelancers.

What payment methods are supported?

The freelancer chooses what payment methods to allow before sending an invoice. We support credit card, PayPal, ACH, and Bitcoin payments. Stripe processes our credit card and ACH transactions, and Coinbase processes our Bitcoin transactions.

What is ACH?

Automated Clearing House (ACH) payments allow you to send debit payments directly from your bank account instead of using credit or debit cards. It's available only for US account, and has lower fees than credit card payments. To make a payment via ACH, you must connect your bank account using our secure Plaid integration. Once you make a payment, it generally takes 5 business days to arrive in your freelancer's account

Why isn't my bank listed?

Bonsai and Stripe use Plaid for instant bank account verification. Plaid currently supports 15 major financial institutions and is constantly adding more.

Can I pay without Stripe/Paypal/Bitcoin?

Yes, but you should contact the freelancer directly to arrange this.

Why is my card / payment method being declined?

Declines can happen for a variety of reasons. When we submit a charge to your bank, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your spending habits, account balance, and card information like the expiration date and CVC.

Since these signals change constantly, a previously successful card might be declined in the future. Even if all of the card information is correct, and your customer previously had a successful payment, a future charge can still be declined by a bank’s overzealous fraud systems.

We provide all the details we receive from the bank to you. If you continue to have problems, please chat with us.

Can I print an invoice?

Once the invoice is paid you can save it to a PDF.

What countries are Payments supported in?

Credit cards are processed via Stripe, which currently supports Australia, Canada, Denmark, Finland, Ireland, Norway, Sweden, United Kingdom, United States. ACH, also processed via Stripe, is available only for US bank accounts. Paypal is available in over 100 countries. Bitcoin is available globally.

How secure are Payments?

Our payment providers, Stripe, PayPal, Plaid, and Coinbase, use industry-leading security procedures to provide safe and convenient transactions.

Stripe has been certified as a PCI Level 1 Service Provider, the most stringent level of certification available. Stripe is also a participant in the PCI Security Standards Council. Learn more about Stripe's security here. Plaid's data is encrypted with 2048-bit RSA and decryption is only possible using dedicated machines on their private network. Learn more about Plaid's security here. Finally, Coinbase holds 98% of their funds offline, and sensitive data is normally stored on servers are disconnected entirely from the internet, with backups distributed in safe deposit boxes around the world.

Can I print an invoice?

After you pay an invoice, you can export it to a PDF and / or print it.

Do you support partial payments?

We do not support partial payments. If you would like to pay less than the stated amount on an invoice, please contact the person that sent you the invoice so they can edit it. You can find their contact details on the invoice you received.

What if I want my payment cancelled or refunded?

Please contact the person that sent you the invoice and they can handle this for you. The refund can take up to 10 business days to reach your bank account, depending on which payment method you used.


Still have questions?

Send us an email or chat with us.