Refund policy

Requires legal review before production publication. This is a working draft, not final legal language, and it may change before LokalMatch launches publicly. It isn't a statement that LokalMatch meets the requirements of any particular law.

Some sections cover job payments, deposits, provider offers, Lokal Rewards and referrals, which aren't available yet. Those sections will apply only once the feature launches in your country, and we'll tell you before they do.

If a lead you accepted turns out to be invalid, you can ask for a refund review from the lead in your dashboard. A person reviews each request and we tell you the outcome. A lead may qualify when:

An approved refund returns the full lead price to your LokalMatch credits. Refunds to a card aren't available yet. A valid lead is charged whether or not you win the job.

Open item for legal review: the time limit for asking for a lead refund, whether partial refunds are offered, and how evidence can be attached to a request.

Paid credits don't expire. Open item for legal review: whether and how unused paid credits are refunded when you close your account. Until that's decided, write to pros@lokalmatch.com before closing an account that still has credits.

You can always dispute a charge with your bank. Please contact us at pros@lokalmatch.com first, because we can often fix a billing error faster. If a disputed amount is returned to you, we may remove the credits or leads it paid for.

When you pay for a job through LokalMatch, the pro is responsible for the work and for the remedies the law gives you, such as redoing work or reducing the price. Approved refunds are processed through Stripe to the original payment method.

Where the law requires a full refund after a cancellation, the refund includes any LokalMatch fee. Open item for legal review: whether a LokalMatch fee, if one is charged, is refunded in other cases.

If you cancel under a legal right, the refund deadline depends on where you live. Examples, subject to legal review:

A deposit counts toward the price of the job. It must stay refundable during any cooling-off period that applies, and after a cancellation it can only be kept where the law and your contract allow, in a proportionate amount.

Some places limit how large a deposit can be or when it can be taken. Our payment terms list the limits we plan around.

If a pro's offer applied to your job, it appears as a discount on your quote, and any partial refund is based on what you actually paid after the discount. If a pro doesn't honour an offer that applied when you accepted their quote, tell us at trust@lokalmatch.com.

Rewards earned on a job are reversed if that job is refunded or charged back: in full for a full refund, or in proportion for a partial refund. Rewards that are still pending are cancelled.

If you used rewards to pay for part of a job that's later refunded, that part goes back to your rewards balance, not to you in cash. Referral rewards are reversed if the referred person's qualifying job is refunded or the referral breaks our referral terms. Open item for legal review: what happens when reversed rewards have already been used.

Pros: use the refund request on the lead in your dashboard, or write to pros@lokalmatch.com. Homeowners: write to trust@lokalmatch.com and tell us what happened.

You can also contact the pro directly, dispute a card charge with your bank or contact a consumer protection regulator. Asking us for help never takes those options away.