Support
The fastest way to reach a human:
We aim to reply within one business day, Monday to Friday, Australian Central Standard Time.
OnTheTools is operated by ONTHETOOLS PTY LTD (ACN 702 914 172).
Payments and getting paid
When a client pays for a job, the money is held rather than sent straight on to the tradie. It is released to the tradie once the client confirms the work is done. If a tradie has marked the work finished and the client does not respond, the payment is released automatically after 7 days - the client is warned at 5 days and can raise a dispute before anything moves.
Tradies are paid to the bank account connected through Stripe. Payouts are weekly on the Free plan and daily on Pro and Platinum.
Refunds and cancellations
- A tradie cancels a booked job: if the client's card was only reserved, the reservation is released and nothing is charged. If the payment had already been taken, the money stays held as a credit on the job, and the client chooses: put it toward another tradie's quote for the same job, or take it back to their card. If they haven't chosen after 7 days, it goes back to their card automatically. Refunds usually land within 5-10 business days depending on the bank.
- A client is unhappy with the work: raise a dispute in the job's chat. We look at both sides before any money moves.
- Something else: email us at the address above and we will sort it out.
Pending amounts on your card
When you book a job with a card, Apple Pay or Google Pay, your bank sets the amount aside - a card reservation. It is not a charge: nothing has been taken, but your bank counts it against your available balance while it's there. We take the payment before the job starts, and the app shows you the date when you book. Link payments are taken when you book.
If a booking is cancelled before we take the payment, the reservation is released and nothing is charged. Your bank decides how long a pending amount keeps showing after that - usually a few business days, sometimes longer on debit cards. We can't remove a pending line ourselves.
Charges from us show on your statement as ONTHETOOLS* JOB followed by the job number shown in the app. If you see two completed charges for the same job, or one you don't recognise, email us with the dates and amounts and we'll check them with Stripe. You can always contact your bank as well - if you tell us first, we can usually release a reservation the same day.
Subscriptions
Tradie plans (Pro and Platinum) purchased in the iPhone app are billed to your Apple ID and renew automatically unless cancelled at least 24 hours before the end of the current period. Manage or cancel at any time in Settings → your name → Subscriptions on your iPhone. Cancelling stops the next renewal; it does not refund the period you are already in.
Deleting your account
You can delete your account from inside the app: tap your photo to open your profile, then the gear (Settings), then Delete my account under Account. This deletes your login and takes your name, photos and details off your profile. Messages you sent and reviews you wrote stay, shown as from "Deleted account", and job and payment records are kept for seven years, for tax and in case a payment is disputed. Our Privacy Policy and data deletion page explain what is kept and why.
Trouble signing in
Use "Forgot password" on the sign-in screen to get a reset link by email. If you signed up with Apple, Google or Facebook, use that same button to sign back in rather than a password. If you are locked out entirely, email us from the address on the account and we will help.
Reporting a problem or a user
Every profile, job, message and video has a report option. Reports go to our moderation queue and are reviewed by a person. Three reports from different people can hide a reel, photo or comment straight away, until a person reviews it. You can also block a user, which hides their content from you and yours from them.
A note on tradie credentials
We check every tradie's ABN against the Australian Business Register, and we look up each licence a tradie adds on the register that issued it. We look at the qualifications, insurance and White Cards they add, and each badge says what we checked and when; a White Card is self-declared unless we have sighted it. Please confirm what matters for your job before you hire, especially for electrical, plumbing or gas work and higher-value jobs.