Refund Policy

TradieSwap charges tradespeople a lead fee only when a customer selects them and we share that customer's contact details. That fee pays for the introduction. It is not a fee for winning the work, and it is not a fee for us to chase the homeowner.

Once details are shared, the customer is responsible for contacting the trades they chose. We do not refund a lead because the customer does not reply, replies slowly, is difficult, or later chooses someone else.

Claims must be made within 14 days of the fee being charged. We will refund or credit if the trade tells us, and we can reasonably verify, that one of the following is true:

1. The job was fake, spam, or not a genuine request for work.
2. The job had already been filled or withdrawn before the trade was selected.
3. The customer withdrew the job before any quote visit or agreed start.
4. We supplied wrong or unusable contact details and the customer cannot be reached because of our error.
5. The trade was charged twice, charged the wrong amount, or there was a documented technical or billing error.

• The customer did not reply, delayed, or went quiet after details were shared.
• The trade lost the job to another tradesperson.
• The trade did not like the customer's budget or the scope of work.
• The trade never tried to use the contact details we supplied.
• The trade took the conversation off the platform and we cannot verify what happened.
• The trade wants a refund only because they did not win the work.
• The claim is made more than 14 days after the charge, except for duplicate charges or card errors.

Use the Request refund button on that lead in your account (My Leads), or email info@tradieswap.co.uk with the job reference and a short reason. We aim to decide within 5 working days. Approved refunds go back to the original payment method via Stripe, or as account credit if the trade chooses.

Posting a job is free, so there is nothing to refund. If we introduce an optional paid extra for customers in future, it will be covered here when it goes live.

Please contact us first before asking your bank to reverse a charge. If a chargeback is filed, we may pause the account while it is reviewed.

If a future in-app purchase is refunded by Apple or Google, we will adjust the matching lead or credit the account.

Questions about this policy: info@tradieswap.co.uk · Privacy and legal: info@tradieswap.co.uk.

TradieSwap Ltd, 66 Paul Street, London EC2A 4NA. Company no. 17250384.