The refund policy on shortlist fees is extremely strict and the customer service is terrible. I recently had a customer shortlist me the second I expressed interest in a job, before I had chance to send a basic rates/availability message. I sent my usual message and with no other chance to communicate in the day she just told me later on she had found someone else, no explanation, no other traders interested in the job or shortlisted for it. I complained to the site and they were totally obstinate and uncaring about my perspective. I am a sole trader and not doing massive jobs so the shortlist fees are already pretty high, and if I'm going to get shortlisted and rejected because the customer found someone on a different site, I'm making significant losses. If the customer hasn't used the site to get their builder, surely I shouldn't have to pay the site in that particular case? The customer service person was not sympathetic and just churned out policies instead of having a conversation. They obviously don't care at all about tradespeople and just in it for the money. I wouldn't be at all surprised if they created fake jobs and shortlisted everyone interested before not replying to any in order to cream a bit extra from tradespeople. I'm sure they can't be any use at preventing poor trades or cowboys from using the site, so I imagine it's not good for customers either. In addition to this the shortlist fees seem to be calculated in an unclear and sometimes illogical way. Based on items the customer does or doesn't tick one person listing a job could find a shortlist fee triple that of someone who didn't add as much detail for the exact same job.