The service business is the seller and decides service refunds under the accepted quote. FieldWorks supplies the record and payment tools but does not adjudicate work quality.
On this page1. Who is responsible
This policy explains how cancellations, service concerns, refunds, and payment disputes work for services coordinated through FieldWorks. It supplements the accepted quote and the Terms of Service.
1. Who is responsible
The service business—not FieldWorks—is the seller responsible for its service, deposit and cancellation terms, refunds, payment disputes, chargebacks, and connected Square account. FieldWorks can provide platform support, preserve records, and submit a provider-approved refund through the original processor.
2. Deposits and cancellations
Review the quote before accepting it. The service business sets any deposit, payment timing, cancellation, rescheduling, no-show, materials, or weather terms shown in the quote or agreed with the customer.
Canceling a request, quote, or job does not automatically create a refund. Contact the service business promptly. Refund eligibility and amount depend on the accepted terms, work performed, costs incurred, and applicable law.
3. Requesting help or a refund
- Contact the service business first through FieldWorks and explain the requested resolution.
- Keep the quote, messages, photos, payment record, and other relevant evidence in FieldWorks.
- If the service business approves an online refund, an authorized administrator can submit it through FieldWorks to the original processor.
- For platform help or to document an unresolved issue, email support@fieldworksplatform.app with the request, quote, job, or payment reference and a clear description. FieldWorks does not promise a specific response or resolution time.
4. Service concerns and payment disputes
The customer and service business are responsible for resolving scope, quality, completion, damage, and cancellation disagreements. FieldWorks may help the parties locate platform records or communicate, but does not determine whether work met a professional standard and cannot compel a service business to issue a refund.
A cardholder may have separate dispute rights through the card issuer or payment provider. Square handles new-payment disputes with the connected service-business seller. Historical Stripe disputes remain with Stripe. Processor rules and deadlines apply independently of a FieldWorks support request.
5. Refund amount and method
A service business may approve a full or partial refund. FieldWorks does not issue service credits and does not guarantee a refund for any category of service concern.
An online refund is returned to the original payment method through the original processor. A bank-transfer refund is available only for a historical payment originally made that way. Offline payments and offline refunds must be handled directly between the customer and service business and recorded accurately in FieldWorks.
6. Processing status and timing
Submitting a refund is not the same as the customer receiving funds. Square or legacy Stripe, the card network or wallet, and the customer’s financial institution control processing and availability. FieldWorks displays the status it can verify but cannot accelerate or guarantee timing.
7. FieldWorks fee reversals
For a Square payment submitted through FieldWorks, a full refund reverses the full FieldWorks application fee and a partial refund reverses the proportional fee. The service business remains responsible for any processor fees, balances, or obligations that Square does not return or reverse. Legacy Stripe fee and refund treatment follows the original transaction and Stripe rules.
8. Contact
Email support@fieldworksplatform.app or write to FieldWorks Platform, 2107 Goldfinch Blvd, Unit #201, Princeton, NJ 08540, United States, for platform help. Include only information relevant to the issue; do not send card numbers, passwords, authentication codes, or other secrets.
Questions about this document?
Email FieldWorks support