Fairworks - Perth
Pre-launch draft. These pages must be reviewed by an Australian consumer-law solicitor before live-mode payment activation. Operators can replace this content at Admin → Legal pages.

Refunds & Disputes Policy

Last updated: 6 May 2026

The platform holds booking funds in escrow so neither party is exposed if the work goes wrong. This policy explains how that works and how disputes are resolved.

1. The escrow flow

  1. Customer pays the full booking amount upfront.
  2. Funds sit on the platform balance — not yet transferred to the Pro.
  3. Pro performs the work and marks the booking complete.
  4. Customer has 5 days (“the auto-release window”) to confirm the work or open a dispute.
  5. On confirmation, or at the end of the window, funds (less the platform fee) transfer to the Pro.

2. When you can open a dispute

You may open a dispute while the booking is in any of these states:

  • Funds are in escrow and the work hasn't started.
  • Work is in progress.
  • Pro has marked complete and the auto-release window is still open.

Opening a dispute pauses the auto-release timer immediately. Funds remain held until the dispute is resolved.

3. After the auto-release window

Once funds have released to the Pro, the in-app dispute path is closed. Customers may still:

  • Contact us at disputes@fairworks.com.au to request a goodwill review.
  • Initiate a chargeback through their card issuer (last resort — chargebacks are subject to Stripe's and the issuer's rules and may take 60–90 days).
  • Pursue rights under the Australian Consumer Law for non-conforming services.

4. How disputes are resolved

An operator reviews each dispute. Both parties may be asked for evidence — photos, communications, invoices. The operator chooses one of three outcomes:

  • Refund the Customer (full): the booking amount is refunded to the original card; the Pro receives nothing for that booking.
  • Release to the Pro (full): funds release as if the booking had been confirmed normally; the Customer receives nothing back.
  • Split: a partial refund to the Customer and a partial release to the Pro, in operator-set proportions. The platform fee is applied proportionally to the Pro's share.

5. Service Level Targets

  • Acknowledgement of a new dispute: within 1 business day.
  • Initial decision: within 5 business days of receiving evidence from both parties.
  • Refunds, once issued: typically appear on the Customer's card within 5–10 business days.

6. Failed payments

If a payment fails, the booking pauses in a “payment failed” state. The Customer may retry with a different payment method from the booking page. The Pro is not notified of failed attempts.

7. Cancellations

A Customer may cancel a booking before the Pro starts work for a full refund. After work starts, cancellation falls under the dispute process above and the operator decides on equitable terms.

8. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law that cannot be excluded by contract.

9. Contact

Disputes inbox: disputes@fairworks.com.au.