Your money, if a job goes wrong
Most jobs go smoothly. But if something isn't right, Bricks & Sparks gives you a clear process to sort it out — and your disputed payment isn't simply released while the issue is being resolved.
If something isn't right with the work, report it through your Bricks & Sparks job — open the job's Payments tab and tap Report a problem on the stage concerned.
Tell us what's wrong and add photos or other information that helps explain the problem.
The tradesperson is notified, and the disputed funds remain protected — held by the payment provider — while the issue is dealt with, subject to the applicable payment and escrow terms.
Sometimes things go wrong on a job. Where appropriate, the tradesperson will have an opportunity to inspect the problem and put it right.
If you're happy with the fix, let us know through the job and the payment can be released.
If you can't agree, Bricks & Sparks moves the issue into our formal dispute process. We'll look at things like:
Both you and the tradesperson get an opportunity to explain what happened.
A small problem shouldn't necessarily hold up payment for everything else.
Where the payment structure allows it — on a job paid in stages, each stage is separate — completed and undisputed work can be paid while the amount relating to the problem remains protected until it's resolved.
Bricks & Sparks isn't going to pretend to know whether waterproofing, electrical work or a structural repair meets the correct technical standard.
Where specialist knowledge is needed, the matter may be referred to an appropriately qualified independent expert for assessment.
Depending on the circumstances, the outcome could include:
The right outcome depends on what happened and the evidence available.
If you believe work may be unsafe — for example, an electrical, gas or structural issue — report it immediately.
The relevant payment can be held while the issue is escalated for appropriate assessment. Don't use or interfere with something you believe may be unsafe.
Bricks & Sparks is designed to protect both sides. Homeowners shouldn't have to release disputed money for work that may not be right. And tradespeople shouldn't have payment for properly completed work unfairly withheld.
Our job is to provide a clear, documented process that helps both sides get the issue resolved fairly.
Using the Bricks & Sparks dispute process doesn't take away any rights you may have under South African law, or prevent an appropriate matter from being referred to an applicable regulator, ombud, dispute-resolution process or court.
The legal and operational detail is in our Terms. Questions? See Help & Support or email info@bricksandsparks.co.za.