Payments, payouts and disputes

Request and quote

You request a professional or business from their profile. Our Customer Service team reviews the request, confirms availability and opens the job. The professional then sends a quote, which you can accept or decline.

Paying for a job

You pay the accepted quote through Paystack’s secure checkout. Paystack’s payment processing charge is added at checkout and shown before you pay; TruxPylot adds no fee of its own. TruxPylot does not store your card details. The job becomes active once Paystack confirms the payment to our servers. If you leave the checkout before finishing, you can continue it from the job page.

While the job is in progress

Payments are processed by Paystack. Nobody is paid when you pay, when the quote is accepted, or when a professional starts work.

Delivery and confirmation

When the professional marks the job complete, you are notified and asked to confirm it within 7 days. Confirm only when you are satisfied, or use “Report a problem”.

If you do neither within 7 days, TruxPylot reviews the job and may mark it complete on your behalf. This is always a decision by our team, never automatic, and the payout is still released separately.

How professionals are paid

After you confirm, TruxPylot reviews and releases the payout to the professional’s verified payout account through Paystack. The payout is the job price minus TruxPylot’s commission (see Pricing); Paystack’s fee for sending the payout is paid by TruxPylot and never deducted. For a business, the payout goes to the business account the customer requested.

Professionals add and verify their own payout account; Paystack confirms the account holder name. A payout account cannot be changed while a payout to it is being processed, and the owner is emailed whenever it changes. TruxPylot does not hold a wallet balance for users.

Cancelling and refunds

• Before you pay: cancel from your dashboard at no cost.
• After paying, before work starts: cancel from the job page. You are eligible for a full refund, which TruxPylot returns through Paystack to your original payment method.
• After work starts: the job can no longer be cancelled from the dashboard. Use “Report a problem” and TruxPylot reviews it, which may lead to a full, partial or no refund depending on what happened.
• After the payout has been released: the payment is not reversed automatically. Contact support and the team will review your case.
• If the professional cannot do a paid job before work starts, TruxPylot cancels it and you receive a full refund. No payout is made.

If something goes wrong

Open the job in your dashboard and choose Report a problem. You can do this while the job is in progress, after the professional marks it complete, or after you confirm, as long as the payout has not yet been released.

While a problem is being reviewed, no payout is made and the professional cannot progress the job. The professional can add their side. TruxPylot support reviews what happened, may contact both sides, and then decides one of three outcomes:

• Release the payout: the work stands.
• Partial refund: part of your payment is returned and the professional is paid on the amount kept, with TruxPylot’s commission charged only on that amount. For example, if ₦40,000 of a ₦100,000 job is refunded, the professional receives ₦54,000.
• Full refund: your whole payment is returned and no payout is made.

Refunds are returned through Paystack to the original payment method. Both sides are told the decision and the reason, in the app and by email.

Decisions are made case by case by the TruxPylot team. If you need help at any point, contact us from the Support page.

Payment received for a cancelled job

If a payment is completed after a job was cancelled, the job is not restarted. TruxPylot is alerted and arranges a refund.