Payments, Deposits, Cancellation and Refund Policy

1. Payment structure

2. Initial deposit

The standard deposit is 5% of the accepted quote, subject to any minimum shown at checkout. The deposit is part-payment of the professional’s quoted service and must be credited in the professional’s final invoice.

3. Customer platform fee

The platform fee is shown before payment. It pays for the introduction, protected messaging, payment workflow, contact unlock, records and support. Optional extras must be actively selected and will not be pre-ticked.

4. Professional success fee

The professional pays a fee equal to the customer deposit, subject to the fee cap shown before quoting or acceptance. The current default cap is £250. Promotions, category rules and VAT may change the displayed amount.

5. Contact unlock

Direct contact is released only to the selected parties after the required customer deposit and professional fee status are confirmed. Other quoting professionals do not receive customer contact details.

6. Remaining balance

After both completion sign-offs and resolution of any open incomplete-work claim, the professional may share their own invoice and payment link. HirePactly does not receive, hold, transfer or guarantee the remaining balance.

7. Cancellation

A consumer may have a statutory 14-day cancellation right for a distance service contract, subject to exceptions and the rules where performance begins at the consumer’s express request. The professional must provide legally required cancellation information. If work starts during a cancellation period at the customer’s request, the customer may have to pay for the proportion supplied before cancellation.

8. Deposit and fee refunds

Refund decisions depend on law, the accepted quote, whether contact was unlocked, whether work started, the reason for cancellation, evidence and which fee is being considered.

• A duplicate charge, fraudulent transaction or verified invalid professional may qualify for correction or refund.
• A professional’s service deposit may be refundable where required by law or agreed with the professional.
• The HirePactly platform fee may be non-refundable once the requested platform service has been fully performed, but this does not limit mandatory consumer rights.
• A professional success-fee credit may be considered for a verified invalid or fraudulent hiring event under the published claim process.

9. Chargebacks and payment disputes

Users must first contact HirePactly and provide relevant evidence. Unfounded chargebacks, payment evasion or attempts to collect the same amount twice may lead to account restrictions. Stripe and card-scheme rules also apply.