Payments, Cancellations & Refunds Policy
Last updated: August 7, 2026 · This policy is part of the Terms of Service. Capitalized terms mean what the Terms say they mean.
1. When you are charged
Marketplace payments run when the Host approves completed work (or when an invoice the Host has accepted falls due) — not when a job is booked. Until approval, no charge occurs. The charge is the Pro's agreed price, plus any applicable tax the Pro charges, plus the Host-side platform fee shown before confirmation:
· Marketplace Pros — 8% Service & payment fee, card processing included. What you see on the checkout line is the whole cost; processing is never added on top.
· Pros you brought yourself (invited to your team) — 3.9% Payment fee on payments you choose to run through the platform.
Amounts are charged in the currency stated at checkout. Currency conversions shown next to foreign rates are approximate, for convenience — your card issuer's rate and any issuer fees are between you and your bank.
2. Host cancellations
· More than 24 hours before the scheduled start — cancel freely; nothing is charged.
· Within 24 hours of the start — cancel before the Pro begins and nothing is charged through the platform, but repeated late cancellations may be surfaced to Pros (reliability works both ways) and may lead to limits under the Terms.
· After the Pro has arrived or begun work — the Pro may claim reasonable compensation for time and travel; if claimed, we may process a charge of up to 50% of the agreed price plus the applicable Host-side fee on the amount charged.
· Lockout / no access — if a Pro arrives on time and cannot get in for reasons within the Host's control, and documents it (timestamped photo or clock-in at the location), it is treated as an after-arrival cancellation.
3. Pro cancellations and no-shows
A Pro who cancels or fails to show is not paid for that job, and the Host is not charged. Cancellation and no-show history affects a Pro's standing on the marketplace, and repeated occurrences can lead to removal under the Terms. If a Pro must cancel, doing it early through the platform — so the Host can rebook — is the difference between a bad day and a pattern.
4. Problems with completed work
Approval is the Host's quality gate: review the photos, checklists and the property before approving. If work is deficient, the ladder is:
· Report it within 72 hours of the work being submitted, through the job's thread, with specifics (photos help; the platform keeps everything timestamped).
· Re-do first — the Pro gets a reasonable opportunity to return and correct genuine deficiencies at no extra charge. Most disputes end here.
· Price adjustment — if a re-do is impractical (guests already checked in), the Host and Pro can agree to a reduced amount before approval; only the agreed amount is charged.
· Refund after payment — where work was charged and a material deficiency is documented, we can process a partial or full refund of the service amount. We review the evidence both sides created on the platform; that record is usually decisive.
Claims raised long after the fact, with no photos and after intervening guest stays, are hard for anyone to verify — report immediately.
5. What a refund includes
A full refund returns the service amount, its tax, and the Host-side platform fee. A partial refund returns the refunded portion of the service amount and tax, plus the platform fee on that portion. Where a refund is issued, the Pro's corresponding payout (and the tax they collected on the refunded portion) is reversed or deducted from future payouts. Platform fees on the non-refunded portion of genuinely performed work are earned and not returned.
6. How and when refunds arrive
Refunds go to the original payment method through Stripe. We submit them promptly once agreed; card networks typically post them within 5–10 business days depending on the issuer. We cannot redirect a refund to a different card or to cash.
7. Payouts to Pros
Pros connect their own payout account through Stripe. After a Host's payment succeeds, the Pro's share — the agreed price plus their tax, minus the 3% marketplace fee (0% for Pros paid by a team that invited them) — is released to their Stripe balance and paid out on Stripe's standard schedule, typically 1–2 business days to a Canadian or U.S. bank account. Payouts can be delayed or reversed where a payment fails, is disputed, or is refunded under this policy, or where required for fraud review or by law.
8. Chargebacks
Contact us before disputing a charge with your card issuer — most issues resolve faster under section 4, and a chargeback freezes the Pro's payout while the card network takes weeks. If a chargeback is filed, we submit the platform's records (approval history, photos, timestamps, messages) to the card network, and the network's decision is final for that charge. Chargebacks found to be abusive — filed against work the evidence shows was performed and approved — are grounds for account action under the Terms.
9. Payments made off-platform
This policy protects payments made through CheckedOut. Cash, e-transfer or any other off-platform payment between users carries none of it — no refund path, no evidence-backed dispute handling, no chargeback response — and circumventing platform fees is a breach of the Terms.
10. Subscriptions and workforce tools
Team and workforce tools are free during launch. If paid plans are introduced, their billing and refund terms will be stated at purchase; any prepaid, unused period will be refundable on cancellation on a pro-rata basis unless stated otherwise at purchase.
11. Nothing here limits your legal rights
Consumer-protection law in your province or state may give you rights this policy cannot reduce. Nothing in it excludes remedies that cannot lawfully be excluded.
12. Contact
Payment questions and refund requests: support@trycheckedout.com · legal: legal@trycheckedout.com.