What should I do if I have concerns about the work?

Before raising a dispute, always try these steps first:

1. Communicate directly: Talk to the other party about your concerns. Most issues are simple misunderstandings that can be resolved with clear communication.
2. Document everything: Take photos, videos, and notes about the issue. Good documentation helps everyone understand the problem.
3. Review your contract: Check what was agreed in the original contract and construction milestones.
4. Give them a chance to fix it: Allow reasonable time for the builder to address your concerns.
5. Use the comment system: Add comments to the project stage explaining your concerns and what you'd like to see resolved.

Only raise a formal dispute if: Direct communication has failed, the issue remains unresolved after giving reasonable time, or there's a serious breach of contract.

How does the dispute resolution process work?

If direct communication doesn't resolve the issue:

1. Raise a dispute: Either party can raise a formal dispute on any project stage.
2. Provide evidence: Both parties upload photos, documents, and detailed explanations.
3. Admin review: Our neutral admin team reviews all evidence and comments from both sides.
4. Fair resolution: The admin makes a decision based on the contract terms and evidence provided.
5. Funds released or held: Depending on the outcome, funds are either released to the builder or returned to the homeowner.

Timeline: Most disputes are resolved within 5-7 business days.

What happens to my money during a dispute?

Your funds remain safely held in escrow until the dispute is resolved. Neither party can access the funds until our admin team has reviewed all evidence and made a fair decision based on the contract terms.

What evidence should I provide in a dispute?

• Photos/Videos: Clear images showing the work or issue
• Written communication: Emails, texts, or messages between parties
• Contract documents: Original agreement and any amendments
• Receipts/Invoices: Proof of materials or work completed
• Expert opinions: Independent assessments if available
• Timeline documentation: Dates when work was done or issues occurred

What if I'm unhappy with BillderPay's dispute resolution?

Independent Solicitors Option: If you are unhappy with the resolution decision made by BillderPay, you have the right to appoint independent solicitors to review your case and provide legal representation.

Important Notice: In the event that BillderPay is not formally notified of your intention to seek independent legal counsel, or if a party fails to communicate in a timely manner regarding the dispute resolution process, BillderPay reserves the right to proceed with the final decision and will act in favor of the party who has:

• Provided clear and timely communication throughout the process
• Submitted complete and relevant evidence
• Adhered to the terms of the escrow contract
• Demonstrated good faith efforts to resolve the dispute

Communication is Critical: We strongly encourage all parties to maintain open communication with BillderPay throughout the dispute resolution process. If you intend to seek legal counsel or require additional time, please notify us immediately at disputes@billderpay.com.

Timeline for Legal Representation: Parties must notify BillderPay within 14 days of the dispute decision if they wish to contest the outcome through independent legal means. After this period, the decision becomes final and funds will be released accordingly.

How do milestone payments work?

Projects are broken into stages (e.g., foundation, framing, roofing). The homeowner deposits the full project amount into escrow at the start. As each stage is completed and approved, that stage's payment is released to the builder. This protects both parties and ensures steady cash flow.

What if work isn't completed as agreed?

If the homeowner isn't satisfied with a stage, they can decline approval and add comments explaining why. The builder can then address the issues. If direct resolution fails, either party can raise a dispute for admin review.

Can I get my money back if the builder doesn't start?

Yes. If a builder fails to start work or breaches the contract, you can raise a dispute. Our admin team will review the situation and can authorize returning the escrowed funds to you minus any legitimate expenses incurred.

Who can use BillderPay?

Both homeowners and builders can use BillderPay. Homeowners create projects and invite builders. Builders can accept invitations and manage their ongoing projects. Our platform is designed for home extensions, loft conversions, and renovations typically ranging from £5,000 to £250,000.

Is my money safe in escrow?

Yes. All funds are held in secure, regulated escrow accounts. Money cannot be released without proper authorization through our milestone approval system or admin dispute resolution process.

How long does setup take?

Creating a project takes about 10 minutes. You'll define the project scope, milestones, and payment amounts. Once your builder accepts the invitation and both parties sign the escrow contract, you can deposit funds and start work.