How can we help?
Trustrade lets Australian homeowners pay their tradie stage by stage. Each stage is funded stage by stage (up front, or once the work is claimed, depending on the state and the job), securely held by our licensed payment partner, and released when the client approves it. Here's how to reach us.
Contact Trustrade
support@trustrade.co- Most questions
- We reply the same business day
- Anything with money on hold
- Within the hour, during business hours
Complaints are acknowledged within 1 business day and answered within 30 days. How complaints work.
Signed in? You can also message us from any job chat.
TR. Trade Pty Ltd · ABN 14 702 631 472 · ACN 702 631 472 · Melbourne, Australia
Fees and invoices: accounts@trustrade.co · Privacy: privacy@trustrade.co · Security: security@trustrade.co · General: hello@trustrade.co
Common questions
How do I sign in?
Enter your email on the sign-in page and we'll email you a 6-digit code and a one-tap link. There's no password. A client uses the email their tradie invited them with; a tradie uses the email they signed up with.
I didn't get the sign-in email
Check your junk or spam folder, and that you used the same email your tradie invited you with. Links work once and expire after an hour, so ask for a fresh one if it's old. Still stuck? Email support@trustrade.co.
Where is my money while a stage is funded?
Payments are held in an account with Zai Australia Pty Ltd (AFSL 527370), the licensed payment provider Trustrade uses, and are released only as the job's terms allow: when the client approves the work, or as the job's terms say. It isn't a bank account and isn't covered by the Financial Claims Scheme.
When is a stage released?
Only when the client releases it. Once the tradie marks a stage complete, the client checks the work and taps Release funds, or puts the payment on hold if something isn't right. Nothing is released automatically.
What if the work isn't right?
Put the stage on hold from your job screen. The money stays securely held while you and your tradie sort it out in the job chat. Nothing moves until you both agree, or a court or tribunal decides.
How do I report a message or photo?
In the job chat, tap Report on the message and choose why. Trustrade looks at every report, usually the same business day, and can hide a message from both people.
What does it cost?
The client pays a 1% Trustrade fee on top of each stage, per payment, when they fund it, and the tradie receives the full stage amount. It's shown before you fund it, it never changes for that stage, and if a stage is refunded before it's released its fee is refunded too. Questions about a fee or an invoice? Email accounts@trustrade.co.
How do I delete my account?
In the app: Settings → Delete my account. Or email us. See what's deleted and what's kept.