Cancellation, Refunds & Resolution
How to stop, what comes back, and how we put things right.
Our commitment. You should never feel trapped using Trustline Builds. You can stop at any time, and you don’t need our permission to do it. What comes back depends on how much work has already been done for you — and we’ll tell you what that is before you confirm, not after.
1. Cancelling and being refunded are two different things
You can always cancel. Whether money comes back is a separate question, because by the time you cancel we may already have paid somebody to do work on your behalf.
The honest version: if nobody has started, you get your money back. If a professional has committed to your job, we refund our share but not theirs — they’re owed for taking it on. If they’ve already been to your site, the work happened, and there’s nothing to return.
2. How to cancel
- A service request. Open the request in your dashboard and use Cancel this request. The confirmation step tells you what comes back before you commit. The option is available right up until your professional arrives on site.
- A monitoring subscription. Open the subscription and choose Cancel. You keep everything you’ve paid for until the end of the current period.
- A managed build project. Message your project team — a build involves commitments to contractors and suppliers that need unwinding in the right order.
- Already past the point where you can cancel yourself? Message support. If something went wrong, section 5 is the part that matters, not this one.
3. What comes back
Refunds are decided by the stage your request had reached when you cancelled. Every stage change is timestamped in your request’s timeline, so this is never a matter of anyone’s recollection — you can see the same history we do.
| Where things had got to | What you get back |
|---|---|
| We have your request, or your payment, but nobody has been assigned yet | Everything you paid, less any card, bank or mobile-money charges |
| A professional has been assigned, or your visit has been scheduled | Part of it. The professional’s fee is committed once they accept the job; our share comes back to you |
| Your professional has started the visit | Nothing — the visit happened. If something was wrong with it, see section 5 |
| Your report has been produced or delivered | Nothing — the report is the service |
| You were charged twice, charged in error, or we couldn’t do the job | Everything, whatever the stage |
The exact amount is calculated from the fee committed to your professional and shown to you when the refund is decided. The binding wording, including how this applies to managed builds and to money paid towards materials, is in section 7 of the Payment Policy.
4. Monitoring subscriptions
- Cancelling takes effect at the end of the period you’ve already paid for — we don’t cut you off the day you cancel.
- Visits we’ve already carried out and reported on aren’t refunded.
- If we missed a visit that was our responsibility, you choose: refunded or rescheduled.
- Whole future periods you’ve paid for in advance and that haven’t started are refunded.
5. If something went wrong, we investigate first
This is different from cancelling, and it isn’t limited by the table above. If you believe a service wasn’t delivered as agreed:
- We look at the evidence. Your professional’s photographs carry GPS coordinates, capture times and integrity hashes; every step of your request is in a permanent audit trail. We can establish what actually happened rather than arbitrating between two accounts of it.
- We try to put it right. Usually that means completing or re-performing the work — which is what most people actually want.
- If it can’t be resolved fairly, we refund. A service failure is our problem to fix, not a stage on a table.
6. How long it takes
- A refund request is reviewed by a person within 2 business days. Cancelling opens the review; it doesn’t release money automatically, and we think a human should look at your case.
- Approved refunds are processed within 5–10 business days, returned by the same method and to the same account you paid from.
- Final timing depends on your bank, card issuer or mobile-money provider — that part is outside our control, and we won’t pretend otherwise.
7. If we say no
If we decline a refund, or approve a different amount from the calculated one, you get a written reason. It’s recorded against your request, and you can ask us to look again. We would rather explain a decision than defend one.
Nothing on this page limits rights you have under applicable consumer law.