Refund & Cancellation Policy

1. The three principles

• •Verified work stays paid — a milestone that passed inspection and released is final; that certainty is what Contractors are promised.
• •Unperformed work returns — escrowed funds for work not performed belong to the Homeowner and go back to the Homeowner.
• •In-between work gets assessed — partially complete work is evaluated by an independent Inspector and settled fairly from escrow, per the Project Contract.

Because escrow releases only follow verified milestones, Trusavo has no equivalent of a chargeback: refunds come from funds still held in escrow, through the process below — quickly, and with a full ledger trail.

2. Before funding: close anytime, free

Posting a project costs nothing and commits you to nothing. You can edit or close an unfunded project at any time, including after receiving bids and even after signing a contract but before funding — though repeatedly signing and abandoning contracts affects your standing with Contractors.

3. After funding, before work begins

Grace period: within 5 business days of funding escrow — provided work has not started and no project materials have been ordered — you may cancel for a full refund of everything you deposited.

After the grace period but before work begins: you receive a full refund less any documented mobilization costs the Contractor has genuinely incurred under the Project Contract (materials ordered, permits pulled, equipment reserved). The Contractor must evidence these costs; they are reviewed before deduction, and disagreements route to the dispute process.

4. Cancelling mid-project

Either party may terminate per the Project Contract's termination terms. On termination: (a) milestones already inspected, approved, and released remain final; (b) escrowed funds for milestones not yet started are refunded to the Homeowner; (c) work in progress is assessed by an independent Inspector, and the verified portion is released to the Contractor with the remainder refunded.

If the Contractor abandons the project or materially fails to perform, report it to support@trusavo.com: the remaining escrow balance is protected while we document the abandonment, resolve funds back to you, and help you rebid the remaining work with a new contractor. Abandonment ends a contractor's participation on Trusavo.

5. Hardship waivers

We may waive otherwise-applicable deductions, case by case, for documented events outside your control:

• •Declared natural disasters, states of emergency, or public-health emergencies affecting the project area (hurricane season is real — we build for it);
• •Denial of required permits or HOA/condo-association approval despite good-faith efforts;
• •Death, serious illness, or loss of the home affecting the household;
• •Documented misconduct or serious quality failures by the Contractor.

As an alternative to cancellation, we can often rematch your project with a different verified contractor at no charge, preserving your funded escrow.

6. Released milestones are final

A release that has executed — after inspection approval and your confirmation, or after the contract's confirmation window lapsed — is final. If you believe a released milestone was defective, open a dispute: remedies (including rework obligations) can still be ordered through the resolution process and, where applicable, the Contractor's one-year workmanship responsibility under the Project Contract, but executed releases are not clawed back except in cases of proven fraud.

This is why the confirmation window exists: flag concerns before release, and the money waits while they're resolved.

7. Refund timing & method

Approved refunds are returned to the bank account that funded the escrow, via the same rails, typically within 3–5 business days of authorization. Every refund appears on your project ledger with its reason. We cannot refund to a different account than the one that funded (an anti-fraud rule), except with enhanced verification through support.

8. Contractor subscriptions

Contractor Pro can be cancelled anytime, effective at the end of the current billing period; we don't pro-rate partial months except where the law requires it. If we materially reduce what Pro includes mid-period, you may request a pro-rated refund for the remainder of that period. Verified project payouts are never affected by subscription status.

9. How to request a cancellation or refund

Start from your project page (Cancel project / Report an issue) or email support@trusavo.com from your account email with the project link. All refund decisions are documented in writing, and anything contested routes to the dispute process described in the Terms of Service, where funds stay protected until resolution.