In short
- Money held for a stage can come back to the client. Money that has already been released can't be pulled back by Trustrade.
- No Trustrade fee is kept on a refund.
- Refunds go to the bank account the client gives us for refunds, and usually arrive within 1 to 3 business days of being sent.
This summary is here to help. The full text below is what applies.
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.