01The hold
Your card is held, not charged.
- When you ask an AI to book a business that has not joined Frontlatch, we place a hold on your card for the price.
- A hold is a reservation. No money leaves your account while it is held.
- We only take payment after the business claims the job and sets up payments with Stripe.
- If the business has not claimed the job within 24 hours, the hold is released. You pay nothing.
- If the business says no, or opts out, the hold is released straight away.
- Your bank may show the hold for a few days after we release it. That is the bank, not us.
02If you are a customer
Something went wrong.
Write to [email protected] with “Dispute” in the subject. Tell us the business, the date and what happened. We reply within 2 business days and settle within 10. If we charged you in error, we refund it in full.
The work itself is between you and the business. We can pass your complaint on and withhold payment to the business while it is looked into.
03If you are a business
You did not want this message.
Use the “Not for me” link in the email or text. It stops every message to your business at once and releases the customer’s hold. You can also write to [email protected] and we do it the same day.
If you claimed a job and think a fee is wrong, you can dispute a verified job within 7 days of it being recorded. A dispute we uphold reverses the fee.
04After that
If you are still not satisfied.
Tell us first. If we cannot settle it, you can complain to your state fair trading office or to the Australian Financial Complaints Authority for a payment problem. Nothing here limits a right you have under the Australian Consumer Law. See also the terms and the privacy policy.