When You're Charged, and When Your Vendor Is Paid

We know that entering payment information for a service that hasn't happened yet requires trust. Here's exactly what Kindo does with your money, and when.

You're not charged when you sign up

When you sign up for a group service, Kindo saves your payment method but does not charge you. Your card is charged when your vendor confirms the booking.

Payments are processed securely

Kindo uses Stripe for payments. Your card details go to Stripe and are never stored on Kindo's servers.

Confirmation comes first — yours, or the clock's

After your scheduled service, you're asked to confirm the work was done. Your confirmation is what clears Kindo to pay the vendor for your unit.

If you don't respond, the job auto-confirms 24 hours after we email you that your window to report a problem is open (we send that once your appointment time has passed). That window exists so a vendor who did the work isn't left unpaid because a neighbour went on holiday — but it does mean silence eventually counts as confirmation, so it's worth saying if something went wrong.

Reporting a problem stops the clock. If you report an issue, the vendor is not paid for your unit while it's open — and it stays that way until you confirm the fix or a refund is issued. The rest of the job can close out for your neighbours meanwhile; your unit stays open.

Who you're actually buying from

Your vendor is the seller. Kindo sources them, runs the competition and collects the payment on their behalf as their payment agent — Kindo doesn't perform the work and doesn't sell it to you. Any sales tax is your vendor's tax on your vendor's sale: they set it, they receive all of it, and they file and remit it. Kindo does not file or remit sales tax.

Between the charge and the payout your money is held in Kindo's own accounts, not an escrow or trust account: its payment-processor account and, if your vendor is paid by bank transfer or check, its bank account. Calling it escrow would overstate it, so we don't.

Cancellations and refunds

You can cancel your sign-up from your booking page without being charged until the booking goes to your vendor to confirm. After that, you can't cancel from the page: email support@kindo.club. If the visit didn't happen, report it from your booking page instead.