Help & Support

Funds stay in the vault until you authorise release. If they fail to deliver, the money remains protected by our dispute resolution framework.

Remember to maintain good communication with your service provider throughout this process, and immediately let them know of any concerns. If the service provider indicates the job is finished on our app, you will receive the ‘job complete’ email from us; if you’re unwilling to release the full payment at that time don’t follow the link, instead, look at our dispute resolution support page.

If there is a dispute between the parties Upfront Pay will hold the payment and not release it until both of the parties agree to the release of all or part of the payment or Upfront Pay is directed by a court or other authority to release the payment to a party.

We use a “Mutual Adjustment” feature. The contractor can adjust the price downward before release. You only authorise the final total; the remainder is automatically and instantly refunded to your account.

When an agreement has been reached, fill out the Resolution Form outlining what both parties have agreed on. This ensures the agreement is summarised on paper and will be a valuable resource if further action is necessary.

Download the Resolution Form here.

In the unfortunate case that the parties can’t come to an agreement, one or both parties must immediately notify Upfront Pay that there’s a dispute underway. Upfront will hold the funds secure, and will release the funds when either:

1. An agreement has been settled; or
2. Upfront Pay is directed by a court or other authority to release the payment to a party.

Bank Grade Security is a term that signifies we use the highest level of security measures available, comparable to those employed by major financial institutions like NAB, to protect your information and transactions. It is a commitment to adhering to stringent industry standards and regulatory requirements.

No. Your money is in Statutory Trust Accounts held with Tier-1 Australian banks.

Upfront Pay accounts are free (takes 2 mins) & no monthly subscription is needed. Transaction fees are only 0.9% and are automatically deducted (e.g. a transfer of $1,000 will automatically deduct a transaction fee of $9). Transactions are unlimited, use as you need. Minimum transaction fee is $4.99 per transfer. Transaction fees are capped at $100 per transfer (for transfers $10,000+). Service providers can use Upfront Pay for free by adding 0.9% to their invoices to allow for payment security.

To create a new job, simply click on ‘New Job’ and follow your nose. When you’ve entered in the job’s details, an email containing a unique URL link will be sent to your customer. Once they follow the link and make payment to Upfront Pay, you will be notified via email so that you can begin work knowing the money is there waiting. When you’ve finished the job, simply log into your account, select the respective job from the list and click ‘Job complete’. An email will then be sent to your customer to confirm, and once we receive their confirmation, the funds will be released directly into your bank account that business day. Note that the bank’s processing time may take up to three business days.

These videos will help you ↓

· Watch ‘How to sign up’ here.
· Watch ‘How to create a new job’ here.
· Watch ‘How to pay & get paid’ here.

Download Upfront Pay here ↓

· Apple App Store
· Google Play Store

If there is a dispute between the parties, Upfront Pay will hold the payment securely until the parties agree to the release of all or part of the payment, or Upfront Pay is directed by a court or other authority to release the payment to a party. If you need help with your next steps in resolving a dispute, visit our dispute resolution tips page here.

If the amount is more than the original amount, simply create a ‘new job’ for the surplus amount, stating in the description that it is a variation on the original job. If the amount is less than the original amount, and you need to issue a partial or full refund, please contact us on 07 2004 8787 or email us at [email protected] for assistance.

• Using Upfront Pay is a way customers can ‘lock in’ busy service providers to complete their job first because they’ll have payment security for that job, making it more attractive.
• There’s no risk of losing a deposit (or more) to unscrupulous service providers.
• Only reliable service providers that are committed to finishing the job to a high standard use Upfront Pay.
• Service providers with a large number of disputes are excluded from using our service.

Remember to maintain good communication with your service provider throughout this process, and immediately let them know of any concerns. If the service provider indicates the job is finished on our app, you will receive the ‘job complete’ email from us; if you’re unwilling to release the full payment at that time don’t follow the link, instead, look at our dispute resolution support page.

If there is a dispute between the parties Upfront Pay will hold the payment and not release it until both of the parties agree to the release of all or part of the payment or Upfront Pay is directed by a court or other authority to release the payment to a party.

Yes. If the service provider indicates on our app that the Job is Complete you will receive the confirmation email from us, don’t follow the link to the online platform, instead, email us at [email protected]. You will need to specify the issues you have with the job and the amount you are releasing to the service provider, as well as when you are intending to release the remaining funds e.g. once the job is rectified.

Using Upfront Pay is a way customers can ‘lock in’ busy service providers to complete their job first because they’ll have payment security for that job making it more attractive. There’s no risk of losing a deposit (or more) to unscrupulous service providers.

Only reliable service providers that are committed to finishing the job to a high standard use Upfront Pay. Service providers with a large number of disputes are excluded from using our service.