Cancellations and refunds
What happens to the money when a job on Subbies is cancelled.
The short version. Before you've paid in, either side can cancel and no money moves. After you've paid in, the homeowner can cancel at any time. Money held for work that hasn't been done comes back to the homeowner, less any materials the tradie bought for the job and can show receipts for.
Before money is paid in
Until the homeowner pays the agreed price into Subbies, either side can cancel the job in the app. Say why, so the other person knows. No money has moved, so there's nothing to refund.
After money is paid in
- The homeowner can cancel at any time. The tradie can ask the homeowner to cancel, and the homeowner decides.
- Payments already released, including any upfront payment, have been paid to the tradie and aren't refunded through Subbies.
- Money held for milestones that haven't been completed is refunded to the homeowner, less any materials claim (below).
Materials claims
- When a job is cancelled with money held, the tradie has 3 days to claim the cost of materials bought for the job. They must list each item and add photos of the receipts. They can't claim more than the money held.
- The homeowner then has 3 days to pay the claim or ask Subbies to check the receipts. If they do neither, the claim is paid automatically.
- If Subbies is asked to check, we look at the receipts and decide how much is paid for materials. The money stays held until then.
- Whatever isn't paid for materials is refunded to the homeowner. If the tradie doesn't claim within 3 days, or says there's nothing to claim, all the held money is refunded.
Materials paid to the tradie have the usual 5% Subbies fee taken from the tradie's side. Homeowners aren't charged a fee.
Problems with the work
If a milestone isn't done properly, raise an issue in the app instead of approving it. That milestone's money stays held while you and the tradie sort it out, and you can ask Subbies to step in. You can also contact your state's fair trading office.
When refunds arrive
Refunds go back to the card or account you paid with. Stripe sends them straight away, and they usually show within 5 to 10 business days, depending on your bank.
Your rights
This policy doesn't limit your rights under the Australian Consumer Law, including your rights against a tradie whose work isn't up to standard.