Cancellation & Refund Policy

BarnesNest LLC — Applies to all Clients and Service Providers using the Platform (Individual and Commercial). Governing Law: State of Texas.

Section 1 — Purpose & Scope

This Cancellation and Refund Policy (“Policy”) sets forth the terms and conditions governing the cancellation of services and eligibility for refunds in connection with all transactions conducted on the BarnesNest LLC platform (“Platform”).

This Policy applies to all service engagements facilitated through the Platform’s milestone-based secure payment system, including those initiated between Clients and either Individual Service Providers or Commercial Service Providers (collectively, “Service Providers”).

By using the Platform, all Users—including Clients and Service Providers—acknowledge and agree to be bound by the terms of this Policy, which forms an integral part of the BarnesNest Terms of Service. This Policy is designed to ensure fair, transparent, and consistent treatment of cancellation and refund matters across all engagements on the Platform.

Section 2 — Definitions

For the purposes of this Cancellation and Refund Policy, the following terms shall have the meanings set forth below:

• “User” refers to any individual or entity that accesses the BarnesNest Platform to procure or offer property-related services, including Clients and Service Providers.
• “Service Provider” means any person or business entity registered on the BarnesNest Platform to provide services. This includes both Individual Contractors and Commercial Service Providers.
• “Milestone” means a clearly defined phase or component of a service engagement, as agreed upon by the Client and Service Provider, that is tied to specific deliverables and corresponding payment obligations.
• “Secure Payment System” refers to the third-party payment mechanism (such as Stripe) used by the Platform to securely hold funds deposited by Clients, which are released to the Service Provider only upon approval of a completed milestone.
• “Cancellation” means the termination or withdrawal from a project or milestone before the relevant services have been completed and formally approved through the Platform.
• “Refund” means the return of held funds, in whole or in part, to the Client pursuant to the terms and conditions outlined in this Policy.

Section 3 — Secure Milestone-Based Payment System

All service engagements on the BarnesNest Platform are governed by a milestone-based payment structure integrated with a secure third-party payment system.

Clients are required to pre-fund each agreed-upon milestone through the Platform’s designated payment processor prior to the commencement of work by the Service Provider. These funds shall be held securely and shall not be released until the Client has formally approved the completion of the corresponding milestone through the Platform.

To maintain transactional transparency and platform integrity, all payments must be processed exclusively through the BarnesNest Secure Payment System. The initiation or acceptance of any direct, off-platform payments between Clients and Service Providers is strictly prohibited and may result in account suspension or termination.

Section 4 — Cancellation and Refund Rules

4.1 Cancellation Before Work Begins

If a Client cancels a project or milestone prior to the commencement of any work by the Service Provider, the Client shall be entitled to receive a full refund of the held funds, less any applicable processing or administrative fees incurred by the Platform or its payment processor.

4.2 Cancellation After Work Begins but Before Milestone Completion

If a project or milestone is canceled after work has commenced but before milestone completion and approval, the Client may be eligible for a partial refund. The refund amount shall be determined based on the following factors:

• The extent and quality of work already completed by the Service Provider;
• Documented proof of partial performance submitted through the Platform; and
• Reasonable out-of-pocket expenses incurred by the Service Provider in reliance on the engagement.

The final refund determination shall be made by BarnesNest, based on evidence submitted through the Platform’s communication and file-sharing systems.

4.3 No Refund After Milestone Approval

Once a milestone has been marked as completed and approved by the Client through the Platform, the held funds are released to the Service Provider and the transaction is deemed final. Under normal circumstances, no refunds shall be granted after milestone approval.

Exception: Refunds may be considered post-approval only in cases involving:

• Fraud or intentional misrepresentation by the Service Provider;
• Material breach of the agreed project terms; or
• A determination in favor of the Client through the Platform’s dispute resolution process.

Section 5 — Contractor / Service Provider-Initiated Cancellations

In the event that a Service Provider, whether an Individual or Commercial entity, cancels a project or milestone after acceptance but prior to completion:

• The Client shall receive a full refund of the held funds, unless partial work has already been delivered and deemed usable by the Client and BarnesNest.
• If partial, usable work has been provided, BarnesNest may, at its discretion, authorize a proportional refund based on the value of the completed deliverables and the Client’s acceptance thereof.
• Service Providers who engage in repeated or last-minute cancellations without valid justification may be subject to account warnings, suspension, or permanent removal from the BarnesNest Platform.

All cancellations by Service Providers must be communicated promptly through the Platform, along with a brief explanation and relevant documentation, if applicable.

Section 6 — Dispute Resolution

All disputes arising from cancellations or refund requests must be initiated exclusively through the BarnesNest Platform’s dispute resolution system. This mechanism is designed to ensure a fair and efficient review of disagreements between Clients and Service Providers.

To initiate a dispute, the initiating party must provide the following materials through the Platform:

• Relevant communication exchanged between the parties;
• Photos, work samples, or other proof of performance or non-performance; and
• Any additional documentation supporting the refund or cancellation claim.

Upon receipt, BarnesNest will conduct an impartial internal review of all submitted materials, including the project scope, milestone terms, timeline, and interactions between the parties. Following its review, BarnesNest will propose a resolution, which may include a full or partial refund, denial of the request, or recommendation of further corrective steps.

If the dispute remains unresolved or either party is dissatisfied with the proposed outcome, the matter may be escalated to binding Arbitration pursuant to the BarnesNest Master Service Agreement. Such arbitration shall take place in Dallas County, Texas, in accordance with the Texas Civil Practice and Remedies Code §171 and the rules of the American Arbitration Association (AAA), unless otherwise mutually agreed.

Section 7 — Administrative Fees & Limitations

The following fees are non-refundable under this Policy:

• Platform Service Fee: currently an 8% fee deducted from the contractor’s payout, plus a 5% Trust & Support fee paid by the homeowner at funding, which together support system operations, customer support, and secure payment administration. If you cancel a funded milestone before work begins, the Trust & Support fee is refunded along with the milestone amount;
• Payment Processing Fees charged by third-party processors such as Stripe;
• Any applicable administrative or dispute resolution fees incurred during refund handling or arbitration.

These fees shall not be returned to the Client or Service Provider, even in the event of a cancellation or refund, unless otherwise required by applicable law.

BarnesNest LLC reserves the right to amend this Cancellation & Refund Policy at any time. Revised terms shall become effective upon being posted to the Platform or communicated directly to Users. Continued use of the Platform constitutes acceptance of any such changes.

Section 8 — Governing Law

This Cancellation & Refund Policy shall be governed by, and construed in accordance with, the laws of the State of Texas, without regard to its conflict of law principles. All matters relating to cancellations, refunds, payment procedures, and user rights shall be interpreted in line with applicable Texas statutes, including but not limited to consumer protection laws and payment-related regulations.

In the event of any legal dispute arising under or related to this Policy, the parties agree to submit to the exclusive jurisdiction of the courts located in Dallas County, Texas, subject to any binding arbitration provisions set forth in the BarnesNest Master Service Agreement.

Refund questions? Contact support@barnesnest.com.