Frequently asked questions
Here are answers to the questions homeowners ask most often. If your question is not covered here, contact TruePro support through the Help page.
What if the tradesperson doesn't show up?
If the tradesperson does not arrive at the agreed time and does not contact you, message them through the platform first. If they remain unresponsive, report an issue. TruePro will investigate and, if the no-show is confirmed, you will receive a full refund. A confirmed no-show is also recorded against the tradesperson's trust score.
Can I get a refund?
Yes, in certain circumstances. If you report an issue before the 2-business-day window closes and the TruePro admin team rules in your favour, you will receive a full or partial refund. Once payment has been released — either by your review submission or by the 2-business-day auto-release — refunds are not possible through the platform. Always report an issue before releasing payment if you are not satisfied.
How do I cancel a job?
You can cancel a job before accepting a quote at no cost — just open the job and click "Cancel job". Once you have accepted a quote and paid, cancellation is more complicated. If the tradesperson has not yet started work, contact TruePro support to request a cancellation. A partial platform fee may be retained. If work has already started, a refund will be at the admin team's discretion based on work completed.
How does TruePro payment protection work?
When you pay for a job, your money goes to TruePro — not directly to the tradesperson. It is held there until you confirm the work is done. This protects you if the work is not completed, and it gives the tradesperson confidence that payment is guaranteed before they begin. It is the same principle used by major property platforms for deposits — a trusted middleman holds the money until both sides fulfil their obligations.
Is my payment safe?
Yes. TruePro uses a regulated, PCI-compliant payment processor. Your card details are never stored by TruePro — they are handled entirely by the payment gateway. Protected funds are held in a dedicated account and are not used for any other purpose. In the event of an issue, TruePro admin adjudicates and releases funds to the appropriate party.
Can I choose a specific pro directly without posting a job?
Yes — you can save any verified pro as a preferred pro and invite them directly. Visit a pro's profile and click "☆ Add to preferred". They will appear on your Saved pros page, where you can click "Request quote" to post a new job that goes to that pro first and gives them priority access ahead of other pros in your area — they're also guaranteed the chance to quote even if the job's usual quote limit is reached before they respond.
The open quoting process still runs in parallel, so you will also receive quotes from other verified pros covering your category and suburb — giving you the ability to compare pricing and ratings. Saving a pro simply ensures they are notified first and have a head start on quoting.
What if the tradesperson asks for more money than the quote?
The accepted quote is the agreed price. A tradesperson should not ask for more money than the quoted amount unless there is a genuine, significant scope change that you both agreed to. If a tradesperson pressures you for extra payment not covered in the quote, do not pay them directly. Contact TruePro support or report an issue. Any agreed scope changes should be updated through the platform to maintain a proper record.
How long does tradesperson verification take?
Most verifications are completed within one to three business days. The TruePro team manually reviews each application, including ID documents, business registration, and insurance certificates. You can check a tradesperson's verification status on their profile page before accepting their quote.
What does the grey "Info not yet verified" badge mean on some listings?
On some trade and area pages, you'll see two groups: "Verified TruePro Pros" at the top (with the usual identity, insurance, and payment-protection guarantees), and "Other businesses in the area" below, each with a grey "Info not yet verified" badge. The second group are real local businesses we've found in public directories who haven't joined TruePro yet — we haven't verified their identity, insurance, or contact details, and the information shown may be outdated, so none of TruePro's guarantees apply to them. Click "TruePro Verified Professionals only" at the top of the page to hide the unverified group entirely. Clicking "Request a quote" on one of these listings posts a normal job request — it invites that business to join TruePro and quote, but doesn't guarantee a response since they aren't on the platform yet.