1. Full Refund
Full refund applies before contractor acceptance, before final SOW/payment, before contractor reliance/work start/material commitment, if contractor rejects/no-shows/cannot perform before work, for duplicate or overcharge, platform/payment error, or where required by law or payment network rules.
Viewing a Completa Estimate, requesting a match, or reviewing a contractor recommendation does not create a project charge.
2. Partial or No Refund
Partial refund may apply after SOW execution when contractor reliance, mobilization, work start, material purchase, diagnostic/inspection completion, partial milestone completion, customer-caused access failure, materially wrong customer information, or dispute-determined earned amounts exist.
No refund applies to completed and customer-approved milestones, fully completed and accepted projects, completed diagnostics or inspections, installed custom or non-returnable materials, and customer cancellation after completion except for warranty, dispute, fraud, non-waivable statutory rights, legally required refunds, payment-network outcomes, or dispute-determined outcomes.
3. Processing Fee Treatment
Completa pays Stripe/payment processing fees as part of platform operation unless the active checkout flow clearly charges a legally approved customer-paid processing fee. At launch, above-threshold standard marketplace checkout may charge a disclosed customer-paid Card Processing Fee only when customer affirmatively selects the credit-card rail instead of the recommended ACH bank-transfer rail. Completa Connect checkout does not charge a customer-paid processing fee; Connect processing is contractor-paid based on the selected rail. Any such fee must be disclosed before checkout, shown on receipt, not hidden, stored separately from platform/service fees, and structured only as allowed by payment processor rules, card network rules, applicable law, and approved legal terms.
A customer-paid payment processing fee may be non-refundable after successful charge only if clearly disclosed and legally allowed. Completa absorbs or refunds any customer-paid processing fee for contractor rejection, no-show, inability to perform before work, platform/payment error, ACH or card rail error caused by Completa or the processor where required, or legally required refund unless prohibited by the payment processor, card-network rules, or law. If ACH is selected and no customer-paid processing fee was charged, there is no customer-paid processing fee to refund.
4. Refund Processing Timeline
Once a refund is approved and the payment processor accepts the refund instruction, Completa initiates the refund promptly and normally within three to five business days. The customer's bank, card network, or payment provider may take additional time to post the refund. Statutory cancellation refunds, including refunds under the FTC Cooling-Off Rule, Texas Bus. & Com. Code Chapter 601, or other cancellation law, override this Policy where they require a different timing or refund treatment. Non-waivable statutory remedies, including Texas Residential Construction Liability Act outcomes, chargeback outcomes, and processor-required timelines also control if they require a different timing or refund treatment.
5. Refund, Chargeback, and Reversal Ledger
Completa must record refunds, chargebacks, dispute reversals, transfer reversals, reserve applications, contractor receivables, payout offsets, and bad-debt/write-off decisions in a transaction ledger tied to project ID, milestone ID, payment ID, contractor ID, customer ID, reason code, authority, and supporting evidence.
Customer refunds before contractor payout reduce customer liability, deferred revenue, or revenue according to the approved internal revenue model and reduce contractor payable where applicable. Customer refunds after contractor payout must record the refund, related transfer reversal where available, contractor receivable, reserve application, future payout offset, repayment obligation, or write-off. Chargebacks reduce cash or Stripe balance and must identify whether the economic loss is platform expense, contractor-caused receivable/offset, processor expense, or bad debt. Platform fee reversals are recorded as contra revenue when the underlying fee is reversed.