Payment Policy

When the Pro finishes the agreed scope for a milestone, they mark the milestone as complete in the Platform. The Client is notified immediately and asked to review and confirm the work.

The Client has seventy-two (72) hours after the Pro marks the milestone complete to either release payment or open a dispute through the Platform. When the Client releases, the payment processor capturesthe previously-authorized amount from the Client's card and, after deduction of the applicable success fee and Service Fee, credits the Pro's connected payout account through the processor's marketplace payout mechanism. FixNeighbor does not take intermediate custody of the captured funds separate from the payment processor.

If the Client neither releases payment nor opens a dispute before the applicable authorization window closes (seven (7) days for Stripe-processed authorizations, twenty-nine (29) days for PayPal- processed authorizations), the authorization expires and is voided by the payment processor. No amount is captured, no charge appears on the Client's statement, and no funds are paid to the Pro for that milestone. FixNeighbor will send reminders to the Client during the window; if the milestone remains unreleased at expiry, the Pro may re-invoice through the Platform to establish a fresh authorization. FixNeighbor does not automatically capture on the Client's behalf.

After capture, the Pro's net share is queued for payout by the payment processor. For PayPalpayouts, funds typically arrive in the Pro's linked PayPal account within one to two (1–2) business days of capture, subject to PayPal's payout processing. For Stripepayouts, funds typically arrive in the Pro's connected bank account within one to two (1–2) business days of capture, depending on the Pro's bank. FixNeighbor does not control bank or PayPal settlement times.

A Client may open a dispute through the Platform within the seventy-two (72) hour confirmation window described in Section 4.2, or within thirty (30) days of milestone completion for a latent quality defect that was not reasonably visible at confirmation. Opening a dispute pauses any pending capture or payout for the affected milestone.

Disputes must include a written description of the issue and, where possible, photographs and any relevant context (the original estimate, scope of work, and messages between the parties).

FixNeighbor will review the dispute, contact both parties, and attempt to mediate a resolution in good faith within five (5) business days.

To preserve the authorization pending resolution, FixNeighbor may capture the disputed amount at any point before the authorization window in Section 2 would otherwise expire and hold the captured funds pending the mediation outcome. Capture during a dispute is a preservation measure and is not a decision on the merits; if mediation resolves fully or partially in the Client's favor, the captured amount is refunded per Section 6.

Possible mediation outcomes include:

• Capture the authorization and release full net payout to the Pro;
• Partial capture and partial refund to the Client;
• Void the authorization (before capture) or issue a full refund (after capture) to the Client;
• The Pro returning to complete or correct the work as a condition of capture.

FixNeighbor's mediation decisions are not legally binding, but both Clients and Pros agree to engage in the process in good faith before pursuing external remedies.

If mediation does not resolve the dispute, either party may pursue the dispute resolution mechanism described in the Terms of Service. FixNeighbor is not a party to the underlying service agreement and is not obligated to litigate or arbitrate disputes between Clients and Pros.

A Client may cancel a milestone through the Platform at any time before the milestone is released.

PayPal-processed authorizations and Stripe authorizations that were not captured at fund time: FixNeighbor will instruct the payment processor to voidthe outstanding authorization. The pending hold on the Client's card is released by the card issuer within one to three (1–3) business days, and no charge appears on the statement. The Service Fee, having never been captured, is not owed.

Stripe-processed milestones under the separate- charges funding model: If the amount was captured at the time of authorization (rather than at release), cancellation triggers a refundof the captured amount rather than a void. In that case, the Client will see the original charge and a subsequent refund on their statement; the refund is processed within three (3) business days of the cancellation decision and may take up to ten (10) business days to appear in the Client's account depending on their card issuer. The Service Fee is refunded together with the contract amount.

If the Client seeks to cancel after capture has occurred (for example, when the Client has already released payment and the Pro is returning to correct or complete follow-up work), the Pro may submit documentation of costs incurred (time on-site or supplies acquired). FixNeighbor may instruct the payment processor to issue a partial or full refund against the captured amount, following the mediation process in Section 5.2.

Voided authorizations release the pending hold on the Client's card within one to three (1–3) business days, depending on the card issuer. Refunds against captured amounts are processed back to the original payment method within three (3) business days of the refund decision; the funds may take up to ten (10) business days to appear in the Client's account depending on their card issuer. The Service Fee is refunded together with the contract amount whenever FixNeighbor refunds the underlying milestone.