Trust & safety
Lawned combines mapped scope, transparent offer history, completion evidence, and payment controls so both sides share the same facts—reducing confusion and improving accountability.
How protection works
Each step mirrors what you will see in onboarding, orders, and jobs: identity is checked before paid work, scope is visible early, money follows explicit acceptance, and closeout is anchored to evidence—not side-channel messages.
Step 1
Anyone can create a contractor account. Quoting, accepting jobs, and payouts stay locked until Stripe identity checks pass — and companies or partnerships also verify their own NZBN, not a parent or franchise brand number.
Step 2
Clients define zones, off-limits areas, and access context first, so contractors quote against visible scope.
Step 3
Budgets, offers, counter-offers, and acceptance decisions are tracked in one workflow.
Step 4
Assigned contractors submit completion evidence, including after photos, before closeout.
Step 5
In Stripe hold flows, the accepted job price plus booking fee is held on bid acceptance and captured only after client approval.
Step 6
Scope, safety, payment, identity, or account concerns can be reported with clear reference history.
Swipe or scroll horizontally to read every step on smaller screens.
By audience
Each lane spells out what the product already enforces: homeowners get map-backed clarity, contractors get defensible context, and the platform keeps state, access, and money on the rails.
Homeowners
Crews & operators
Infrastructure
Escalation
Open any item for a quick checklist of what to include. If someone is in danger, contact emergency services first, then notify us with references when it is safe to do so.
Stop work if needed, note the address and job reference, and contact us immediately with photos if it is safe to take them.
Flag the mismatch before closeout so the team can reconcile metres, services, or access notes against what was agreed.
Open the job and use Dispute (during the 48-hour review window) or Report a problem (after payment release). Reference the submission time, photos, and job ID so support can review the same timeline visible in your dashboards.
Include order ID, accepted offer amount, booking fee, and any Stripe receipts so we can trace holds, captures, payouts, and refunds.
Open the job and choose Report a problem. The 48-hour timer is only the automatic payment-release window — it is not a deadline for raising problems. Your statutory rights under the Consumer Guarantees Act and Fair Trading Act continue to apply.
Use the contact flow with your account email; point to the specific property or job if the concern is tied to a listing.
Tell us the profile name, NZBN if shown, job or offer ID, and why it looks wrong. We can suspend accounts that use someone else's identity, a borrowed NZBN, or a parent-company number instead of the operator's own legal entity.
For payment disputes tied to marketplace rules, read pricing and the FAQ while you gather screenshots.
Keep exploring
These guides use the same language as onboarding and dashboards—jump across whenever you need more depth.
Get started safely
Choose a role, map your first property or service area, and keep every offer and payout inside the same workflow.
