Payments, cancellations and refunds.

How payment works

Customers do not pay upfront. Once the tradie has arrived, completed the work and supplied before-and-after photos, they enter the final job amount. The customer reviews the evidence and approves the amount before any payment step.

• Standard customer platform fee: $0.
• Immediate-response fee for a disclosed Now booking: $15, paid by the customer when the job is completed.
• Tradie marketplace commission: 13% of the completed job amount, deducted from the tradie payout.
• All payments, contactless screens and payouts remain simulated during the current pilot.

Changing or cancelling a booking

Either participant can cancel before the tradie starts work. No payment is taken upfront and no cancellation charge is automatically applied during the pilot. If the tradie has already started travelling, Operations reviews the circumstances fairly with both participants.

Once the tradie has arrived, use the booking room to raise an issue instead. This creates a documented Operations review rather than silently cancelling work already in progress.

Problems, disputes and refund requests

Customers and tradies can raise an issue from their private booking room after the tradie arrives. After a pilot payment is completed, customers can also request a refund review. Operations can assess job messages, before-and-after photos, the agreed scope and any information provided by both sides.

Any refund decision is recorded in the Operations dashboard and the private booking room. Pilot refunds are simulated: no real card transaction or transfer occurs. Real refund execution will require a connected payment provider and an approved operational policy.

Consumer rights

Nothing in the pilot process is intended to limit rights that customers may have under Australian Consumer Law. Refunds and other remedies depend on the circumstances, including the nature of any problem with a service. The final marketplace terms and dispute process must receive appropriate legal review before live payments begin.

Tradie payout information

The platform currently records only whether a provider is ready for payout onboarding. It does not collect or store bank account numbers, BSBs or payment cards. A future regulated payment provider should collect sensitive payout information through its own secure onboarding experience.