Escrow & Refund policy
Your money stays yours until the work is approved.
Every project is split into milestones. You fund each milestone in advance and the funds are held by Homecraft — the professional doesn't receive anything until you approve the work. When a milestone is submitted, you have 5 days to approve it or request revisions before it auto-approves and releases.
If you reject a milestone, the funds for it are refunded to you in full. Provider payouts are paid by bank transfer after a manual review by our admin team. Our support team mediates any dispute between client and pro using the original brief and the submitted deliverables as evidence.
How a dispute is resolved
If you and the professional can't agree that a milestone is done, here's exactly what happens to the funds held in escrow.
1. Open a dispute
Either side can open a dispute on the order while a funded milestone is in review. The escrowed funds stay locked — neither released to the pro nor refunded — until the dispute is resolved.
2. Mediation by Homecraft
Our support team reviews the original brief, the agreed milestone, the submitted deliverables, the change-request history, and your on-platform messages. We may ask both sides for more detail before deciding.
3. Resolution
Homecraft decides the outcome: release the escrowed funds to the professional (less commission), refund the client in full, or reach another fair resolution proportionate to the evidence. When a milestone is refunded, the full amount is returned to your original card via a payment reversal and the milestone returns to unfunded.
Outside of a dispute, an unreviewed milestone auto-approves and releases 5 days after it's submitted, so professionals aren't left waiting indefinitely.