1. Scope
This Policy applies to payments made through buildcrex for service bookings and escrow-funded transactions. Marketplace features may introduce additional rules later (and will be published clearly).
2. Key definitions
- Client — the user requesting a service.
- Provider — the professional offering the service.
- Escrow (Holding) — funds are paid and held but not yet released to the Provider.
- Released — funds have been approved and sent to Provider (or marked as released in the system).
3. When refunds may be allowed
Refunds are considered only under these conditions (subject to verification):
A) Payment made but booking was not created
If your payment succeeded but a booking was not created due to a system error, we may process a refund or resolve by creating the booking after verification.
B) Booking cancelled before work starts (Escrow still holding)
If the booking is cancelled before any work begins and escrow has not been released, a refund may be approved.
C) Provider did not show / did not start (Escrow still holding)
If the Provider fails to commence within the agreed timeline and the Client raises a dispute with evidence, escrow may be refunded depending on dispute outcome.
D) Dispute outcome decides refund
Where there is a dispute, refunds (full or partial) may be decided based on evidence and platform resolution, especially when milestones are involved.
4. When refunds are NOT allowed
- After escrow is released to the Provider (approval already given or job marked complete & released).
- Buyer’s remorse, change of mind, or cancellation after substantial work has started (unless dispute outcome supports it).
- Off-platform arrangements or payments (outside buildcrex) are not covered.
- Failure to provide required evidence within dispute timelines.
- Fraudulent or abusive refund requests may result in account suspension.
5. How to request a refund
To request a refund, you must:
- Open a dispute or submit a refund request from your booking/quote page (where available).
- Provide your payment reference, booking ID, and a clear reason.
- Provide evidence (screenshots, photos, timeline, messages, documents).
6. Timelines
- Refund request window: typically within 48–72 hours of the issue (or as shown on the booking).
- Review time: we aim to review within 3–7 business days depending on complexity.
- Processing time: once approved, actual reversal timing depends on the payment gateway/banks.
7. Fees & deductions
Approved refunds may exclude non-refundable third-party processing fees (gateway/bank fees) where applicable. Partial refunds may apply where work has started or milestones were completed.
8. Chargebacks
If you initiate a chargeback without first using the dispute/refund process, we may pause your account and investigate. Provide evidence promptly to avoid delays.
9. Contact
Need help? Contact us via the Contact page. For disputes, see Dispute Resolution Policy.