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    Refund Policy

    Free Trial

    All new accounts start with a 14-day free trial. No credit card is required. If you choose not to continue, your trial simply expires — no charges.

    Paid Subscriptions

    Subscriptions are billed monthly. You can cancel at any time and your access will continue until the end of your current billing period.

    Subscription Refunds

    If you're not satisfied with ServicePay, contact us within 14 days of your first paid charge and we'll issue a full refund — no questions asked.

    Refunds for subsequent months are not available, but you can cancel at any time to prevent future charges.

    ServicePay Payments

    This section applies to card payments processed through ServicePay Payments, where your customers pay invoices by card and you receive payouts to your bank account.

    Customer Refunds

    If you need to refund a customer for work not completed or a billing error, you can initiate a refund from your ServicePay dashboard. Refunds are processed back to the customer's original payment method via Stripe. The platform fee (2.9% + £1) on the original transaction is non-refundable.

    Refund Timeframes

    Refunds typically appear on the customer's statement within 5–10 business days, depending on their card issuer. If a refund exceeds your available balance, it will be deducted from your next scheduled payout.

    Partial Refunds

    Partial refunds are supported. You can refund any amount up to the original transaction value.

    Disputes & Chargebacks

    What Happens During a Dispute

    If a customer contacts their bank to dispute a charge, the disputed amount is immediately withheld from your pending balance. ServicePay will notify you and guide you through submitting evidence (invoices, signed-off work, photos, communications).

    Resolution

    Disputes are resolved by the customer's card issuer, not by ServicePay. The process typically takes 60–90 days. If the dispute is resolved in your favour, the funds are released back to your balance. If the dispute is lost, the amount is permanently deducted.

    Dispute Fee

    A £25 dispute fee applies per chargeback regardless of outcome — this covers the payment processor's charge plus admin, and is passed through to the business. Keeping clear records and communicating with customers before work begins significantly reduces dispute risk.

    Prevention

    The best way to avoid disputes is to:

    • Send clear, itemised invoices with your business name
    • Get customer sign-off before and after work
    • Upload photos to the job record in ServicePay
    • Respond promptly to customer queries

    Contact

    ServicePay is a trading name of Towpath Digital Ltd (Company No. 16913912). To request a refund, report a dispute, or discuss billing, email us at support@servicepay.uk.