Escrow Policy

When the Pro finishes the agreed scope, they mark the job 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 job complete to either confirm satisfactory completion or open a dispute through the Platform. Once the Client confirms, escrowed funds are released to the Pro within one (1) business day, less the applicable success fee.

If the Client neither confirms nor opens a dispute within seven (7) calendar days after the Pro marks the job complete, the escrowed funds are automatically released to the Pro on the eighth (8th) day, less the applicable success fee. FixNeighbor will send at least one reminder during this window.

After release, the Pro's net payout is processed by Stripe and typically arrives in the Pro's bank account within one to two (1–2) business days, depending on the Pro's bank. FixNeighbor does not control bank 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 completion for a latent quality defect that was not reasonably visible at confirmation. Opening a dispute pauses any pending release of escrowed funds.

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. Possible outcomes include:

• Full release of funds to the Pro;
• Partial release to the Pro and partial refund to the Client;
• Full refund to the Client;
• The Pro returning to complete or correct the work as a condition of release.

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 job through the Platform at any time before the Pro begins work. The escrowed amount, including the Service Fee, is refunded to the Client in full.

If the Client cancels after the Pro has already incurred costs (for example, time on-site or supplies acquired), the Pro may submit a partial invoice for documented work performed. Disputes over the partial amount follow the mediation process in Section 5.2.

Refunds are processed back to the original payment method within three (3) business days of the refund decision. The Service Fee is refunded together with the contract amount whenever FixNeighbor refunds the underlying job.