Why we place a $25 hold on your card

A consultant might drive an hour or two, with a chair or bed in the van, to reach you. When someone isn't home, that's a wasted afternoon and it pushes up the cost for everyone. The hold is a way of confirming you'll be there.

What a hold is

A hold is not a payment. Your bank sets $25 aside as pending, but nothing leaves your account. It is the same thing hotels and petrol stations do. It shows on your statement as "pending" and disappears when released.

When it's released

• The consultant arrives: we release the hold as soon as the visit is recorded.
• You cancel or reschedule with at least 24 hours' notice: released immediately.
• The supplier cancels and you would rather not wait for another: released immediately.
• No supplier accepts your visit within 6 days: the request is cancelled and the hold released automatically.

What counts as a no-show

A no-show means all three: you gave no notice, nobody was home at the confirmed time and window, and the consultant couldn't reach you on arrival. If any one of those does not apply, it is not a no-show and the hold is released as normal.

If there was a genuine emergency, email us. We're not unreasonable.

Voiding the hold vs. your bank clearing it

"Released" means we cancel the authorisation on our side. Your bank decides when the pending entry disappears from your statement, which can take a few business days. We cannot speed that up, and until your bank clears it we do not describe the funds as returned.

Card security

Card details are entered directly into Stripe. HomeTrials does not see or store your card number.