Refund Policy

There’s nothing physical changing hands here, so there’s nothing to return — what this page actually covers is a refund, and exactly when one happens. It depends on how a booking was paid, so read the part that matches yours.

If Your Booking Was Held & Released Through MotherLode HQ

When you pay for a booking this way, your payment doesn’t go straight to the professional — we hold it, and it releases to them the moment the booking is marked done. That gap is what makes a fair refund possible.

Before The Work Starts

If a booking is cancelled before it begins, the payment hasn’t gone anywhere yet — it’s refunded in full, straightforwardly, no argument required.

While It’s In Progress, Or Just After

If something about the work isn’t right, get in touch with us before marking the booking done. While it’s still marked open, the payment is still sitting with us, and we can help sort out what’s fair — finishing the work properly, adjusting it, or refunding it — before anything’s released.

Once It’s Marked Done

The moment a booking is marked done, the payment releases straight to the professional for real work they’ve already completed. If something genuinely goes wrong after that point, tell us — we’ll help however we can — but a payment already released for finished work can’t be pulled back the way an unreleased one can.

If Your Booking Was Arranged Directly

Some professionals let you arrange payment between yourselves directly — cash, bank transfer, whatever suits you both. When a booking is set up this way, MotherLode HQ never holds that payment and never sees it, so we’re not able to refund it either. Any refund on a direct booking is between you and the professional, the same as it would be with anyone you pay directly for a job.

If You’re Not Sure Which Applies To You

Every booking on MotherLode HQ shows plainly, before you pay anything, whether it’s held by us or arranged directly. If you’re ever unsure, check that first, or ask us.

Get In Touch

If anything about a booking needs sorting out, tell us and we’ll help: fractional@motherlodehq.com.au.

Last updated 3 September 2026.