Refunds & Consumer Guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, services must be provided with due care and skill and be fit for any purpose you told us about. If a service fails to meet a consumer guarantee, you may be entitled to a remedy — such as having the problem fixed or, in some cases, a refund. These rights apply in addition to anything in this policy.

• Tracehome Pro is billed annually in advance. You can cancel at any time; your paid features continue until the end of the current paid period, and your subscription will not renew.
• We do not generally provide pro-rata refunds for a change of mind partway through a paid period.
• If Tracehome Pro does not work as described, or fails to meet a consumer guarantee, contact us — you may be entitled to a repair, replacement, or refund as required by law.
• If we charged you in error (for example a duplicate or incorrect charge), we will refund the error.

When you book work through Tracehome, you first pay a provisional deposit equal to 25% of an AI-generated estimate (based on the top of the estimate range). That estimate is indicative only. Your deposit is processed by Stripe and held on the platform account until the job is completed and the balance is paid, or until the booking ends earlier as set out below. The tradesperson confirms the final job price after your deposit is paid. A contract for the trade work is formed only when the tradesperson confirms the price (including where a small increase is auto-accepted under the Booking Terms) or when you approve a price variation that requires your consent.

• Tradesperson declines — we refund the full deposit to your original payment method. We do not retain a platform fee from that refund.
• Price variation requiring your approval — if you reject the variation, the booking is cancelled and we refund the full deposit. If you approve, the confirmed total updates and the job may proceed.
• Auto-accepted price increases — increases within 10% of the provisional total, or $100 (whichever threshold is met under our Booking Terms), may be confirmed without a further approval step. Your deposit remains held against the confirmed total.
• Confirmed total lower than deposit — no further balance is charged. Any excess deposit is refunded on request (or as we implement automatic refund) once the final total is confirmed; contact us if an automatic refund has not appeared.
• Before work starts, after price confirmation — homeowner-initiated cancellation is not currently available as a self-serve product action. Email us. Any refund will depend on whether the tradesperson has started work, costs reasonably incurred, and your Australian Consumer Law rights. We do not currently deduct a disclosed “non-refundable platform fee” from deposit refunds; if that changes, it will be shown before you pay.
• Work not completed / funds still held — if the agreed work is not performed and funds remain held, you may be entitled to a refund of held amounts. After funds are released to the tradesperson, refunds are primarily a matter between you and the tradesperson (and, where applicable, your card issuer), subject to the Australian Consumer Law.
• Problems with the work — tradespeople are independent. Issues with workmanship are primarily between you and the tradesperson. While funds are still held, we can help with communication. Your Australian Consumer Law rights against the tradesperson are unaffected.
• Card disputes (chargebacks) — if you dispute a charge with your bank or card issuer, the booking may be marked disputed and Stripe’s dispute process applies. Raising a chargeback after funds are released may leave Tracehome or the tradesperson out of pocket; we may seek recovery where permitted. Contact us before lodging a chargeback so we can try to resolve the issue.
• Platform fee — Tracehome’s fee is 8% of the confirmed job total. It is taken from amounts that would otherwise be paid to the tradesperson when funds are released, not as a separate non-refundable charge kept from your deposit on cancellation. Stripe’s processing costs are borne as between Tracehome and Stripe under our payment arrangements.

Email hello@tracehome.com.au with your account email, the subscription or booking concerned, and a short description of the issue. We aim to acknowledge requests within a few business days and to resolve them within a reasonable time.

Approved refunds are made to the original payment method through our payment provider (Stripe). The time it takes to appear depends on your bank or card issuer.

If we cannot resolve your refund request, you can seek help from your local consumer protection agency — in Western Australia, that is Consumer Protection (part of the Department of Energy, Mines, Industry Regulation and Safety) — or the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.