Refund and Dispute Policy

This page explains how money flows on the Stumptown Painters marketplace, when refunds are issued, and how we handle disputes. Different rules apply to homeowners and to contractors.

For homeowners

Homeowners pay nothing to use Stumptown Painters. Submitting a quote request, receiving matches, and communicating with painters in our network is free. We never charge your card and we never bill you later.

If you change your mind, no longer need a painter, or want your information removed from our database, reply STOP to any text message you have received from Stumptown Painters or email us using the address on our contact page. We honor opt-outs within 1 business day.

We do not control the pricing, scheduling, work, or warranties of any painter you choose to hire. Any payments you make to a painter are between you and the painter directly.

For contractors

Contractors pay Stumptown Painters for each lead they purchase on the marketplace. The rest of this policy explains when those purchases are refundable.

Auto-refund (no review needed)

We will issue an automatic refund for a purchased lead under any of the following conditions:

• The phone number is disconnected at the time you call.
• The homeowner's actual zip code is materially different from the zip code shown on the marketplace listing.
• The lead is a duplicate of another lead you already purchased within 30 days from the same homeowner (same phone or email).
• The contact information shown on the marketplace listing is clearly inaccurate (bounced email, wrong number).

Review required (we decide within 2 business days)

For the following situations, we will review the original form submission, our AI qualification record, and any documentation you provide, then make a decision within 2 business days:

• The homeowner says they were not serious about getting a quote.
• The homeowner says they already hired someone.
• The homeowner's project is materially different in scope from what the marketplace listing described.

If the lead was accurately represented at the time of purchase, no refund is issued. If our qualification clearly missed a disqualifier, we issue a full refund.

No refund

The following situations are not eligible for a refund:

• Contractor waited more than 24 hours to make first contact with the homeowner.
• Contractor did not like the project scope after speaking with the homeowner, when the marketplace listing accurately showed that scope.
• Homeowner accepted a cheaper quote from another contractor.
• Contractor is unable to service the project due to scheduling or capacity reasons unrelated to the lead itself.
• Contractor failed to use the homeowner's stated preferred contact method (phone, email, or text) as a first attempt.

How to file

Reply DISPUTE to any SMS we send you about a purchased lead, or email us within 7 days of purchase. Include the lead ID and a brief explanation of what happened. We will confirm receipt within 1 business day.

Refunds and your dispute rate

Approved refunds are issued to the original Stripe payment method and typically appear on your statement within 5 to 10 business days. We track your dispute rate as a quality signal. Contractors with a sustained dispute rate above 20 percent may be moved to provisional status or removed from the marketplace.

Contact and updates

Questions about this policy can be sent to the email address shown on our contact page or by replying to any email you have received from Stumptown Painters. We will update this page with a new "Last updated" date if we make any changes.