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Cancellation & Service Fee Policy

For tradesmen using TradeMatch

This policy explains how TradeMatch handles service fees when a homeowner cancels, becomes unresponsive, or when a job cannot reasonably proceed after a booking is made.

💳 Payment Authorization (Important)

When you submit payment for a booking or lead, TradeMatch may place an authorization hold on your card to verify available funds. Your card is not charged until the booking is confirmed by both parties.

If the booking is not confirmed, the authorization is voided and no service fee is collected by TradeMatch. If payment has already been captured, any approved return of funds will be processed as a refund to the original payment method.

Authorization Time Limits & Bank Processing

Card authorizations are subject to time limits set by credit card networks and issuing banks (typically up to 7 days). If a booking is not confirmed within this window, the authorization may automatically expire or be released.

In rare cases, a card issuer may apply temporary processing charges, pending amounts, or adjustments outside of TradeMatch’s control. Any such activity is determined solely by the card issuer and is not collected or retained by TradeMatch.

TradeMatch only collects service fees when payment is captured after booking confirmation. We recommend completing booking confirmations promptly to avoid authorization expirations or bank-side processing issues.

✅ No-Charge / Refund Eligible Scenarios

You are eligible for a no-charge (authorization void) or refund when one of the following applies and the activity can be verified through platform logs and/or documented communication.

1) Customer Cancels Before Any Contact Attempt

The homeowner cancels before you make a contact attempt (phone call, SMS, or email).

2) Customer Clearly Declines to Proceed

The homeowner confirms in writing (3-way email/SMS thread or in-platform message) that they are not moving forward.

3) Customer Is Unresponsive for 48 Hours

The homeowner does not respond within 48 hours after at least one documented contact attempt by the tradesman.

4) Customer Cancels Within 24 Hours (No Work Started)

The homeowner cancels within 24 hours of booking and no work has started and no materials have been purchased. TradeMatch may request documentation if needed.

5) Job Details Are Significantly Different Than Posted

The job is substantially different from what was posted and you cannot reasonably proceed. Examples include:

  • Wrong or misleading service type
  • Major discrepancies in scope, size, or access requirements
  • Unsafe or inaccessible location
  • Missing critical information required to quote or begin

TradeMatch may request photos, messages, or other verification to confirm the mismatch.

❌ Not Eligible Scenarios

A no-charge or refund will not be issued in the following situations:

1) Work Started or Materials Purchased

If work has started or materials have been purchased, the service fee is not refundable. Any compensation for labor or materials is between you and the homeowner unless required by law.

2) No Initial Contact Attempt Within 24 Hours

If you do not make an initial contact attempt within 24 hours of booking, you are not eligible for a no-charge or refund due to cancellation or unresponsiveness.

3) Disputes Unrelated to Booking Validity

Price negotiations, scheduling preferences, or changes of mind after confirmation do not qualify for a no-charge or refund unless they meet the eligible scenarios above.

📩 How to Request a Review

To request a no-charge or refund review, use one of the options below:

Option 1: Reply in the 3-Way Email or SMS Thread

Reply directly in the thread where the cancellation or unresponsiveness occurred so the context remains attached.

Option 2: Email Support

Email: info@thetradematch.ca

Please Include

  • Job Reference ID
  • Brief description of what happened
  • Dates and times of contact attempts
  • Supporting evidence (screenshots, message history, photos where relevant)

⏱️ Review & Processing Time

Requests are reviewed within 5 business days. You will be notified of the outcome via email, SMS, or platform notification. Authorization voids are processed immediately when applicable, and refunds are returned to the original payment method according to card issuer timelines.

🛡️ Fairness, Verification & Misuse

All decisions are based on documented communication history, platform activity logs, and the evidence provided. TradeMatch may deny requests where records contradict the claim or where repeated requests indicate misuse of this policy.

🔁 Policy Updates

TradeMatch may update this policy from time to time. The version published on our website at the time of booking applies unless a change is required by law.

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