Per Upwork’s privacy policy, users who have entered into a contract with one another may request the contact information of the other party, including name, company name, phone number, and mailing address.
These requests for contact information will first go through CS who will complete the following found in this KB:
- Recommend they touch base with their CL/FL first
- If the FL/CL is unresponsive to the CL/FL who is seeking their contact information, CS should follow this process: **Request to Contact a Freelancer/Client on Behalf of a Client/Freelancer
- If the above is exhausted and the user is still looking for their CL/FL contact info, follow the mapped process below
Once a case is escalated to EE follow the below steps for handling the case:
- Case comes over from CS and EE will review case
- Inform the CL/FL requesting contact information you are contacting the other party
- If the request is approved within the 48 hr time frame, we can share: User name Business address (not physical address unless approved by the user) Phone number listed on account
- If the party declines or does not respond: send the Subpoena Protocol to the requester of the information
When Legal receives a Subpoena, the Legal team will produce basic subscriber records, which may include documents sufficient to identify name, length of service, credit card information, ACH information, email addresses, and recent login/logout IP addresses, if available. Also, full name, email, address, and physical address. Any further information would require a court order.