How does payment protection work?

When you book through HomeHero, your money doesn't go straight to the Hero. We hold it safely until the job is finished. This protects customers and Heroes alike.

Step by step

• You pay by card when you accept an offer or make a booking.
• HomeHero holds the payment while the job is carried out.
• The Hero marks the job as completed on the order page.
• You have 7 days to approve the job or report a problem.
• The payment is released to the Hero when you approve, or automatically if you take no action within 7 days.

Something wrong?

Report a problem on the order page before you approve. The payment stays on hold while you and the Hero look for a solution. See Disputes.

For Heroes

You know the customer has already paid before you start the job, so there's no chasing invoices.

Your other rights

Releasing a payment doesn't remove any other legal rights you may have.

Only inside HomeHero

Payment protection only applies to payments made through HomeHero. Paying outside the platform means no protection at all. See Can I pay a Hero directly?