Secure payment flow explained for customers and providers

Secure payment flow explained

WorkMate uses Stripe to hold payments securely until work is confirmed complete. Here is how each stage works.

Payment authorisation

When you accept a quote, Stripe authorises the payment on your card. No money leaves your account yet — it is simply reserved against your card up to the quote amount.

Work completion

Once the provider marks the job complete, you have 5 days to confirm the work or raise a dispute. If you do nothing, payment is automatically released to the provider on day 5. This window sits inside Stripe's 7-day manual-capture limit and matches the figure stated in our Terms and Happiness Pledge.

Payment release

After confirmation (or auto-release), funds transfer to the provider's Stripe Connect balance and pay out to their nominated bank account on Stripe's standard SEPA schedule — typically 2-5 business days.

Dispute protection

If something goes wrong, you can open a dispute within 14 days of job completion — this is a separate window from the 5-day release timer. Our team begins review within 3 business days of submission and issues a final decision within 7 days. Held funds are not released to the provider while a dispute is active.

If the work was never started in the first place, no dispute is needed: the card authorisation simply expires and your hold is released within 3-5 business days, with no charge.