Payment Policy

This Payment Policy describes how FixNeighbor LLC (“FixNeighbor,” “we,” “us,” or “our”) authorizes, captures, releases, and refunds payments for home services arranged through the FixNeighbor platform (the “Platform”). It applies to all transactions between property owners (“Clients”) and professional service providers (“Pros”) that are processed through the Platform and is incorporated into our Terms of Service by reference.

FixNeighbor does not operate a fiduciary escrow account and does not take custody of Client funds separate from our third-party payment processors. The payment protection described in this Policy is provided through the card-network authorization-and-capture mechanism offered by our payment processors, together with our Platform- based dispute mediation.

Capitalised terms used here have the meaning given in our Terms of Service. See also Terms of Service § 5.3 for the parallel Client-facing authorization language.

When a Client approves a Pro's quote for a milestone, FixNeighbor asks our payment processor to place a temporary authorization hold on the Client's card for the contract amount (Clients currently pay no Service Fee). No funds are charged or transferred to FixNeighbor at this stage. The authorization is a promise from the Client's card issuer that the amount will be available if we later request capture, and it typically appears on the Client's card statement as a “pending” charge.

Payments are processed by PayPal. A PayPal authorization stays valid for up to twenty-nine (29) days, but PayPal guarantees the held funds only for the first three (3) days (the “honor period”). While the work is in progress, FixNeighbor may renew the hold as described in Section 2A so that the approved amount stays available. If a hold ends without being captured, no charge appears on the Client's statement.

Card processing costs are paid by FixNeighbor, not added to the Client's total. The Client sees the full total before paying.

When the Client funds a milestone, the Client is asked to authorize FixNeighbor to save the payment method used (a PayPal account or a card) with PayPal. The Client gives this authorization by ticking a box next to the payment buttons; we keep a record of the wording shown, the date and time, and the device used. FixNeighbor never receives or stores full card numbers — PayPal stores the payment method and gives us a reference (token) and, for cards, the brand and last four digits.

With this authorization, FixNeighbor may use the saved payment method only to:

• Renew a hold for a milestone the Client already funded, while the work is in progress — once after the three-day honor period (a PayPal “reauthorization”), and, if the hold is about to reach its twenty-nine-day limit, by placing a new hold for the same amount and releasing the old one;
• Charge a milestone after the Client approves the work (or as otherwise provided in Section 4), and a price change the Client accepted in the Platform;
• Fund a later milestone of the Client's job when the Client chooses “Pay with saved” payment method.

FixNeighbor will never charge more than the milestone amounts and accepted price changes shown in the Client's job, and will not use the saved payment method for anything else. The Client is notified in the job chat (and by text message, Telegram or email, according to the Client's settings) of every renewed hold and every charge; PayPal also sends its own receipt for each charge.

If a renewal or charge is declined, the Client is notified and asked to re-confirm payment; FixNeighbor may pause the milestone until payment is confirmed. The Client may remove the saved payment method at any time in Settings. Removing it stops future renewals and saved-method payments but does not cancel charges the Client already approved, and an unpaid approved amount remains due.

Only invoices submitted and paid through the Platform are eligible for the authorization-and-capture flow and the dispute mediation described in Section 5. Off-Platform payments (cash, direct bank transfer, third-party apps) are not covered by FixNeighbor's payment protection or dispute mediation, and FixNeighbor cannot help recover them. Arranging or paying for work off-Platform with a Pro met through FixNeighbor is also a violation of the Terms of Service (Sections 5.5 and 6.5).

If a Client initiates a chargeback with their card issuer, FixNeighbor will respond on behalf of the Platform using the documentation available in the system. While a chargeback is open, any pending capture or payout for the affected milestone is frozen. If the chargeback succeeds after a payout was sent, the Pro must return the amount to FixNeighbor, and FixNeighbor may deduct it from the Pro's future payouts, as agreed by the Pro in Section 16.1 of the Terms of Service. If the chargeback fails, the capture and payout proceed as if the chargeback had not occurred.

FixNeighbor reserves the right to recover chargeback losses, related fees, or fraudulent payment losses from the responsible party, including by deduction from the Pro's future payouts, as set out in the Terms of Service.

Payouts to the Pro are net of the tiered success fee charged to the Pro. Clients currently pay no Service Fee. Both are described in Sections 6.3 and 8.2 of the Terms of Service.

FixNeighbor and its payment processors will issue tax forms (such as IRS Form 1099-K or 1099-NEC) to Pros where required by law. Pros are responsible for keeping their tax information current in the Platform.

We may update this Payment Policy from time to time. Material changes will be posted on the Platform and, where appropriate, communicated by email. Continued use of the Platform after the effective date of changes constitutes acceptance.

If you have questions about payment authorization, capture, refunds, or a specific transaction, please contact us at: