Refund Policy

1. When held money is refunded

Money held for a stage is refunded to the client when:

• the stage never started and you both agree to cancel it;
• the tradie agrees in the app to refund it;
• the client and the tradie agree a part release: part goes to the tradie and the rest is refunded; or
• a court or tribunal orders it, or both parties sign a settlement that says so.

Trustrade cannot refund held money on one party's say-so. See the Terms of Use, section 7.

2. Money that has been released

Once a stage has been released to the tradie, Trustrade cannot undo it. Getting any of it back is a matter between the client and the tradie, and your rights under the Australian Consumer Law and building law are not affected.

3. Fees on a refund

No Trustrade fee is kept on refunded money. On a refund of a stage before it was released, the fee the client paid when funding it is refunded too. On a part release, the fee applies only to the part released. See the Fees & Charges.

4. Where a refund goes, and when

• The first time a refund is due, we ask the client which bank account it should go to. The account is checked with the bank (Confirmation of Payee) before money is sent.
• Refunds are sent by Zai, the licensed payment provider Trustrade uses, usually the same or next business day after they are agreed, and usually reach the account within 1 to 3 business days.
• If a refund bounces, we tell the client and send it again once the details are fixed.

5. Mistaken payments

If you pay the wrong amount, or a payment reaches Trustrade that isn't for a stage, tell us at support@trustrade.co straight away. We'll check it with Zai and return money that wasn't owed, without a fee.

6. How to ask

Ask your tradie in the job chat, or tell us through the contact form (choose Refund). If a refund is taking too long, that's a complaint and our Complaints & Dispute Resolution times apply.

7. Payment disputes with your bank

If you ask your bank to reverse a payment, the stage is treated as not funded. Please talk to us first: a reversal can take weeks, and we can usually help faster.