How your money is protected
You pay stage by stage, Kweele holds the money, and the pro is paid when you approve the work.
1. You pay one stage at a time
Every project is split into stages, each with its own price, agreed in the pro’s quote before you start. You fund only the stage that is about to begin, never the whole job up front.
2. Kweele holds the money
When you fund a stage, Stripe takes your card payment and Kweele holds the money. It is not paid to the pro. The pro can see it is there, so they can start with confidence. Kweele is not a bank or a licensed escrow agent.
3. You approve from photos
When the stage is done, the pro posts photos of the work. You look at them, from wherever you are, and release the payment when you’re happy. Nothing is released on a timer: the pro is paid when you approve.
4. If something isn’t right
When your pro asks you to release a stage, don’t release it if something’s wrong. Choose “Something’s wrong — open a dispute” on the web, or “Something’s not right” in the app, where you can also tell the pro first. While a dispute is open, the money stays held. We look at the photos and messages and decide what’s fair: paid to the pro, refunded to you, or split.
If your pro hasn’t started or has stopped, tell us through the contact form. While the money is still held, we can refund the stage to your card. Our Refund policy has the details.
5. Materials
Materials for a stage are bought from suppliers through Kweele. The pro counts the delivery on site, and you have the number of days shown when you pay to report anything short or damaged before the supplier is paid.
6. What it costs you
You pay the stage amount and nothing more. Kweele’s fee is taken from the pro’s side when a stage is released.
- Never pay outside Kweele. Money sent by WhatsApp, cash or a direct transfer isn’t protected, and we can’t recover it.
See Help and support and our Refund policy, or use our contact form.