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 give us your card details and nothing is charged. There is no deposit, and Tracehome does not hold your funds at any stage. The amount shown when you book is a provisional price from an AI-generated estimate (based on the top of the estimate range) and is indicative only. The tradesperson then confirms the final job price. 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.

You are charged once, after the tradesperson marks the job complete, for the confirmed total, to the card you saved. That payment goes to the tradesperson’s Stripe Connect account. We may also place a short authorisation hold at booking to cover a no-show; a hold is not a payment and is released when the job is charged or the booking ends.

• Tradesperson declines — you are charged nothing, and any authorisation hold is released. There is no deposit to refund.
• Price variation requiring your approval — if you reject the variation, the booking is cancelled, you are charged nothing, and any hold is released. 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, and the confirmed total is what you are charged at completion.
• Confirmed total lower than the estimate — you are charged the confirmed total, not the estimate. Because nothing was collected up front, there is no excess to refund.
• Cancelling before the price is confirmed — you can cancel the booking yourself from its booking page at any point before the tradesperson confirms the price. You are charged nothing, and any authorisation hold is released.
• Cancelling after price confirmation — once the price is confirmed or work is underway, contact us instead. Whether you are charged anything will depend on whether the tradesperson has started work, costs reasonably incurred, and your Australian Consumer Law rights. We do not currently apply a disclosed “non-refundable platform fee” on cancellation; if that changes, it will be shown before you confirm a booking.
• Work not completed — if the agreed work is not performed, tell us before the job is marked complete and you should not be charged for it. If you have already been charged, you may be entitled to a refund, and your Australian Consumer Law rights against the tradesperson are unaffected.
• Problems with the work — tradespeople are independent. Issues with workmanship are primarily between you and the tradesperson. 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. A chargeback pauses the tradesperson’s payout for that job until it is resolved. Because payment goes to the tradesperson, a chargeback 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.
• How long refunds take — we decide refund requests within 2 business days. A refund always goes back to the card that was charged, and your bank can take 5–10 business days to show it.
• Charges made in error — if a booking is charged twice, or charged after it was cancelled, we refund the charge made in error automatically, without you needing to ask.
• Platform fee — Tracehome’s fee is 8% of the confirmed job total. It is taken from the amount that would otherwise be paid to the tradesperson, not as a separate charge to you. 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 decide refund requests within 2 business days.

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.