Politique de Remboursement

1. Overview and Merchant of Record

CraftMatch (craftmatch.be) operates as an online marketplace connecting homeowners and customers with independent trade professionals in Belgium. All financial transactions, payments, and checkout operations on CraftMatch.be are securely processed by our official Merchant of Record partner, Paddle.com (Paddle Payments Ltd / Paddle.com Market Ltd).

2. Customer (Homeowner) Services

Posting job requests, receiving quotes from professionals, comparing proposals, and connecting with contractors is 100% free of charge for customers and homeowners. Because no payments are collected from customers, cancellation of a job request can be done at any time with no fees or financial penalties.

3. Professional Token Packages & 14-Day Right of Withdrawal

Professionals purchase digital credits ("Tokens") to unlock direct customer contact details (phone, email, WhatsApp) on matching job requests. In compliance with European Union Consumer Rights and Belgian e-commerce regulations:

• Unused Tokens (14-Day Cooling-off Period): You are entitled to a full refund within 14 calendar daysfrom the date of purchase, provided the purchased tokens have not been spent to unlock job leads.
• Partially Used Packages: If you have used a portion of the tokens in a package and request a refund within 14 days, we may issue a pro-rata refund for the remaining unspent tokens at our discretion.
• Token Validity: Purchased tokens remain valid in your CraftMatch wallet for 90 days from purchase. Tokens that expire after 90 days are non-refundable.

4. Invalid Lead & Contact Guarantee

We take lead quality seriously. If you spend tokens to unlock a customer request and encounter any of the following situations:

• The phone number or contact information provided by the customer is invalid or unreachable.
• The request is determined to be fraudulent, spam, or a duplicate test request.
• The customer clearly indicates they never requested the service or canceled the job prior to your quote.

You can report the lead within 48 hours of unlocking it. Upon quick verification by our support team, the exact number of tokens spent on that lead will be credited back to your account balance.

5. How to Request a Refund

To request a refund for a token purchase or an invalid lead credit:

1. Send an email to support@craftmatch.be or contact us via the in-app Help center.
2. Include your account email, Paddle Transaction ID (found in your email receipt, e.g., txn_...), and the reason for the refund request.
3. Our team will review and process valid requests within 1 to 2 business days.

6. Refund Processing and Payouts

Approved monetary refunds are processed by Paddle directly to the original payment method (Credit Card, Debit Card, Bancontact, PayPal, Apple Pay, Google Pay). Depending on your bank and payment provider, the funds will typically reflect in your account within 5 to 10 business days.

7. Contact & Support

For any questions or assistance regarding billing, transactions, or refunds, please reach out to: