Refund Policy

1. Before you approve: full refund

When you fund a milestone your card is charged straight away and the money is held by Track My Build Ltd until you approve the work. While it is with us you can ask for it back at any time and for any reason. You do not have to tell us why.

Email support@trackmybuild.co.uk from the address on your account, with your project reference and which milestone. We will acknowledge within one working day and return the money to the card you paid with. Your bank normally shows it within five to ten working days. We do not charge a fee for this and we do not keep any part of it.

We will tell your builder that the milestone is no longer funded. We will not tell them your reason.

2. After you approve: we cannot refund you

Approving a milestone sends the money to your builder's account. That transfer is not something we can reverse. If you approve by mistake, email us immediately and we will try to contact the builder on your behalf, but whether you get the money back is then a matter between you and them.

This is why nothing on Track My Build is ever released automatically, and why there is no timer. A milestone moves only when you press approve.

3. If you and your builder disagree

If the work is not done, or not done properly, do not approve the milestone. Raise a dispute from the project page instead. While a milestone is disputed:

• it is frozen, and cannot be released to the builder
• both of you can add evidence to the project record
• we will respond within five working days

We can hold the money or return it to you. We cannot decide who is right about the building work, and we do not act as an arbitrator. If the two of you cannot reach agreement, the money stays with us until you do, or until one of you obtains a court judgment or other binding decision that tells us where it should go.

4. Your rights with your card provider

Nothing in this policy affects the rights you have with your bank or card provider, including the right to raise a chargeback. If you do raise one, please tell us, because we have to respond to it and the milestone will be frozen while it is open.

5. Where the money is in the meantime

Money you have funded but not yet approved is held by Track My Build Ltd in its account with our payment provider. It is not held in a separate client account, it is not ring-fenced, and it is not protected by the Financial Services Compensation Scheme. Section 1 of our Terms of Service sets out what that means in full, including what would happen to funded milestones if Track My Build Ltd stopped trading. Please read it before you fund anything.

6. Builder subscriptions

A Builder chooses their plan and sees the price before any card is charged. You can cancel at any time from the billing portal, and cancellation takes effect at the end of the period you have already paid for, so you keep access until then. We do not pro-rate a part-used month as a matter of course.

If you were charged in error, charged after cancelling, or charged for a plan you did not choose, email us and we will refund it in full. We aim to acknowledge within one working day. This does not affect your statutory rights or your right to dispute a charge with your card issuer.

7. Contacting us

support@trackmybuild.co.uk, Monday to Friday, 09:00 to 18:00 GMT. Track My Build Ltd, company number 17323741.