Help Center
How can we help?
Quick answers to common questions about booking, payments, and being a HomesRunner pro. Can't find what you need? Email support.
Booking & quotes
How do I book a contractor?
Search by trade and ZIP code, open a contractor's profile, and tap 'Request a quote'. Describe the job and pick a time window. The pro responds with a price; you book by paying a 25% deposit, which holds the slot.
Can I get multiple quotes for the same job?
Yes. From the post-job flow, choose 'Get competing quotes' and we'll send your job to the top-rated pros in your area. You can compare bids side-by-side from /my-requests.
What's a quote-payment link?
When a pro sends you a quote, you get an SMS with a secure link to /q/<token>. Open it, pick a time slot, and pay the deposit — no login needed.
Deposits, payments & refunds
Why do I pay a deposit?
The 25% deposit confirms the booking and reserves the contractor's time. The remaining balance is held on your card and only charges automatically when the contractor marks the job complete.
Can I cancel and get my deposit back?
Yes — cancel more than 1 hour before the scheduled time for a full refund. Late cancels (under 1 hour) forfeit the deposit since the pro held the slot for you.
When is the balance charged?
Automatically when the contractor marks the job complete. You'll get a notification with the receipt. If something is wrong, you can dispute the charge from /my-requests.
Is my card information safe?
Payments are processed by Stripe — HomesRunner never sees or stores your full card number. The deposit page uses Stripe's embedded checkout, the same form used by millions of Stripe-powered businesses.
Referrals & credits
How does the referral program work?
Share your link from /refer. When a friend signs up and completes their first job, you both get $25 in credit toward future bookings.
How are referral credits applied?
Automatically. When you book your next job, available credits are reserved and applied to the deposit at checkout — no code needed. You'll see the discount on the quote-payment page before you pay.
Where do I see my credit balance?
Go to /refer. The page shows available, pending, and redeemed credits, plus a list of friends you've invited.
Reviews & disputes
When can I leave a review?
After the contractor marks the job complete. We'll prompt you with a notification linking to /review/<contractor>. Reviews are public and help other homeowners choose well.
Something went wrong with my job — what do I do?
Open the job on /my-requests and tap 'Report an issue'. Our team reviews disputes within one business day and can pause or reverse the balance charge while it's investigated.
For contractors
How do I sign up as a pro?
Create an account at /signup, choose 'I'm a contractor', and complete your trade, ZIP service area, license/insurance details, and Stripe payout setup. We review every application before activation — usually within one business day.
How do payouts work?
We use Stripe Connect. The deposit lands in your Stripe balance after the homeowner pays; the balance pays out after you mark the job complete. HomesRunner takes a 12% platform fee per transaction.
How do I get more jobs?
Keep your availability up to date, respond fast to quote requests (we surface top responders first), and ask happy customers to leave a review. Verified license/insurance and a complete profile also boost your ranking.
Account & messaging
How does messaging work?
Once a quote is sent, you and the pro share a private SMS thread routed through HomesRunner — neither side sees the other's real number. Replies show up on /messages and on your phone.
How do I update my profile or ZIP code?
Go to /account. You can change your name, phone, ZIP, and notification preferences anytime.