Trusted Payments

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As a consumer, when you engage with a tradesperson, you're taking a leap of faith with a large sum of money, usually by bank transfer, at the exact point you have the least information and the least leverage. Once the money has left the account, it is gone.

Trusted Payments removes that leap of faith. Your money is committed to the project but released stage by stage, only as work is completed and signed off. The finished work carries a warranty, so if something goes wrong an independent Ombudsman decides the outcome, and if the trade doesn’t put it right the warranty pays for it to be fixed.

They help set expectations, help document the process, and provide a simple process for agreement of any changes.

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• Peace of mind from start to after your project is completed

• Pay securely as work progresses and agree any amendments

• Agree project scope, pricing and milestones upfront and pay when comfortable

• Keep all project documents and photos in one place

• Benefit from an insurance-backed warranty on completed work

• Access independent dispute resolution if needed

• Enjoy greater confidence when choosing a TrustMark Registered Business

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1. Set up. Download the app (iOS or Android) and create a project, then invite your tradesperson. They work through a web app, with support by email and WhatsApp. Or the trade can send their quote to you and if they accept, they download the Trusted Payments and accept the project.

2. Verification. The tradeperson's TrustMark registration and insurance are confirmed. We only work with trades that belong to a vetting scheme meeting our minimum standards.

3. Agree the job. Scope, price, payment and staged completion milestones are agreed in the app, along with clear, balanced contract terms that both parties accept. Everyone knows what is being done, for how much, and what triggers each payment.

4. Fund the first stage. You pay the milestone amount by Open Banking. The completion payment is paid up front. The tradesperson knows the completion payment is committed before they start it. All payments are delayed by 24 hours to allow consumers to reconsider any payments.

5. Work and record. The tradesperson carries out the stage and submits it for approval, attaching photos, notes and documents. The project builds its own evidence trail as it goes.

6. Sign off and snagging. You create a snagging list which the tradesperson needs to complete and for you to approve.

7. Handle changes properly. Variations and additional costs are raised in the app and must be agreed by both parties before the work proceeds.

8. Complete. Handover documentation is uploaded and stored in the app for you to keep. Retention is released once everything agreed has been provided.

9. Warranty begins. The completed work is covered by an insurance-backed warranty for 2 years. It also covers you during the project from scams, walking off or ceasing trading.

10. If something goes wrong. Should you raise it with the trade first, it allows 45 days for the issue to be solved. If it isn’t resolved, it comes to Trusted Payments, who pass it to the Dispute Resolution Ombudsman. The Ombudsman assesses both sides independently and makes a binding decision. If the trade doesn’t carry out the remedy, the homeowner can claim on the warranty and receive a cash payment, assessed by an independent surveyor at regional rates.

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Every project should end with a handshake, a smile, and satisfaction. When trades can focus on quality work and homeowners can invest with confidence, everyone wins. We're building a community where trust is the foundation, quality is the standard, and better outcomes are the norm.

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