Buyer protection

• The seller can see the money is secured, but can't get it until you release it.
• Check the item properly when you meet. When you're happy, show the seller your QR code or 6-character code.
• Codes change and expire (QR codes after 5 minutes, typed codes after 15), so a screenshot can't be used later.

• Give the seller your address in your chat. They post the item and must add a live photo of the proof of postage before they can confirm it's posted.
• When it arrives and you're happy, release the payment from your Holdipay account.
• If you don't release it or report a problem, the payment is released to the seller automatically 7 days after they confirmed posting. We remind you 2 days before.
• Not arrived, damaged or not as described? Report a problem before then and the payment stays on hold.

Don't release the money. Report a problem on the payment and tell us what happened. The payment stays on hold while we look at the evidence from both sides and decide whether to refund you, pay the seller, or split it. For items that haven't arrived, we look at the seller's proof of postage and any tracking. We aim to decide within 5 working days.

Until the seller has added their payout details, you can cancel and we refund the item price. The buyer protection fee isn't refunded when you cancel, as it has already paid for the card processing. If the seller never sets up their payout, you get everything back, fee included, automatically after 14 days.

You pay for the whole job upfront, split into the stages you agreed. Each stage is only paid to the tradesperson when you release it.

When they finish a stage, they mark it done with live photos of the work. If you don't release it or report a problem, it's paid automatically 7 days later. We remind you 2 days before.

Not done, not up to standard or not what you agreed? Report a problem and every stage still on hold stays on hold. Our team looks at the photos and what both of you tell us, and decides whether to refund what's on hold, pay it, or split it.

• Items you've already released the money for.
• Posted items you didn't report a problem with within 7 days of posting.
• Stages of a job you've released, or that were paid automatically 7 days after being marked done.
• The quality of work beyond what you agreed, or the tradesperson's qualifications and insurance, which you should check yourself.
• Anything on our prohibited items and services list.

Questions about a payment? Email hello@holdipay.com.