Why was I charged before I received service?

When you request a service, you may see a "pending" charge on your bank statement. This is a standard part of our payment process and not an actual charge.

We use a two-step payment process (via Stripe) to ensure funds are available before a provider travels to your location:

• Step 1: Authorization (The Pending Charge) When a provider is dispatched to your property, a temporary authorization hold is placed on your card. This ensures the funds are reserved for your service.

• Step 2: Capture (The Actual Charge) The funds are only officially withdrawn from your account after the provider confirms the job is complete.

If a provider has to release your request (due to equipment issues, weather, or emergencies) before the work is finished:

1. The initial pending authorization will be released.

2. Depending on your bank, the "pending" line item will simply disappear from your statement within 3–5 business days.

3. A new authorization hold will only be created once a new provider is on their way to your property.

Note: Because these are authorizations, you will never be charged twice for the same service. You only pay for completed work.

For a more technical breakdown of how these holds work, you can visit Stripe’s documentation on manual captures.