Payment & Refund Policy

Last updated · 21 October 2026

Contents — 14 sections

1.No money moves through this app
2.Topping up a prepaid balance
3.What a balance is, and what a hold is
4.The platform fee
5.The call-out fee
6.Monthly administration fees, and arrears
7.Getting a prepaid balance back
8.If OverhaulOS pays you
9.The account we pay
10.Currency, charges and timing
11.Disputes, refunds and clawbacks
12.Tax and invoices
13.The ledger cannot be edited
14.If a figure looks wrong

Written from the code, not from intent

Every factual claim in this document was checked against the live database or the function that implements it, not written from what the platform was meant to do. Where the software and the page disagreed, the page was the thing that got changed. Automated checks hold the parts that can rot — the platform fee, the cookie list and the outside services named here are read from the source, so this page cannot quietly go out of date.

1. No money moves through this app

OverhaulOS holds no card details and processes no payments. Money reaches us by bank transfer and leaves us by bank transfer, between you and your own bank. What the app does is record: a top-up once it has cleared, a hold against a job, an invoice, a settlement, a payout.

1.1If a screen ever asks you for card details, it is not ours. There is no card field anywhere on this platform, and there never will be while payment works this way.
1.2We are not a bank, a payment institution or an escrow agent. A prepaid balance is a record of credit with us, not a deposit held on your behalf.

2. Topping up a prepaid balance

A fleet funds its balance by transfer to the account its branch gives it. Use the reference you are given, because the reference is how a payment is matched to a company.

2.1The balance moves when the payment clears at the bank, not when the transfer is sent. Allow for that before a truck is on the road.
2.2Balances are held in the country's own currency and are never pooled across countries.
2.3A top-up with no reference, or a reference we cannot match, waits until somebody identifies it. Tell your branch rather than sending it twice.

3. What a balance is, and what a hold is

When a controller approves a recovery the estimate is held against the balance; when a mechanic wins by bidding, the winning amount is held instead. The job then settles against the invoice and the hold is released.

3.1Money held for an open job is not part of your available balance. That is the single most common surprise on this platform, and the withdrawal screen says so in as many words.
3.2A recovery is not dispatched if the balance cannot cover it. The stranded-truck override in the Terms is the one exception, and it is worth one job.
3.3If an invoice settles for less than the hold, the difference returns to the available balance the same day. If it settles for more, the extra is taken from the balance at settlement.

4. The platform fee

OverhaulOS keeps 5% of each settled invoice and the provider receives the rest. The figure is shown on the invoice.

4.1The fee is taken once, at settlement, on the invoiced amount. It is not charged on a hold, on a top-up, or twice on the same money.
4.2Nothing is deducted from a fleet's balance beyond the invoice itself and the fees set out in this document.

5. The call-out fee

If a job is cancelled after a mechanic has accepted it, the call-out fee set for that country is charged. The mechanic was already moving.

5.1The mechanic receives the call-out fee less the same 5%.
5.2No call-out fee arises if the job is cancelled before any mechanic accepted, or if the mechanic is the one who cancels.
5.3The figure comes from the country's price list, which your branch can show you.

6. Monthly administration fees, and arrears

Where a country sets a monthly administration fee, it is taken from the prepaid balance and invoiced.

6.1If the balance cannot cover it the shortfall becomes arrears, and arrears sit against the company until they are settled.
6.2Arrears are one of the four things that block a request to have a prepaid balance returned. See section 7.
6.3Arrears do not stop a panic alarm, and they never will.

7. Getting a prepaid balance back

A company's finance seat can ask for its prepaid balance back, paid by bank transfer to an account it names. The request needs the amount, a reason, and the bank name, account name and account number. We pay the account you name and nothing else.

7.1You cannot ask for more than the available balance, which excludes anything held against an open job.
7.2A request is then either pending, or blocked by any of exactly four things: an invoice you have not approved yet, an invoice under dispute, a job still running, or unpaid administration fees.
7.3A blocked request can ask a branch manager for an override. A manager may grant it or decline it, and the decision is recorded with the reason.
7.4A request can also be declined or cancelled. Every state it passes through is recorded, and you can see where yours is rather than having to ask.

8. If OverhaulOS pays you

Providers are paid from a wallet that fills as invoices settle.

8.1A solo mechanic draws their own wallet. A workshop has exactly one wallet and only its owner may draw it. A technician is paid by the workshop they work for, not by us, and the platform refuses a personal payout request from anyone attached to a workshop.
8.2Money frozen by an open dispute is not payable and is not included in what you can draw.
8.3Payouts are prepared in runs covering everyone with a positive payable balance.
8.4A creditor prepares a payout but only a branch manager releases it. That separation is the point, and the release step requires two-factor authentication.

9. The account we pay

We pay the account on your bank confirmation letter and no other. The letter is your bank's own word that the account belongs to you.

9.1That is what stops a mistyped or substituted account number from being discovered after the transfer, which is the one payment mistake nobody can reverse by apologising.
9.2If your banking changes, upload a new letter and update your payout account before your next invoice.
9.3We do not pay an account in a name different from the verified business, and a payout screen shows only the last four digits of any account number.

10. Currency, charges and timing

Money on this platform stays in the country it belongs to.

10.1Balances, invoices, fees and payouts are all in the country's own currency. We do not convert, and we quote no exchange rate.
10.2Your own bank may charge you for a transfer in either direction. That charge is between you and your bank, and we neither set it nor receive it.
10.3We do not pay interest on a prepaid balance or on a wallet, and none accrues.

11. Disputes, refunds and clawbacks

A fleet may dispute an invoice before approving it. While a dispute is open the money is frozen: it is neither paid out nor returned.

11.1OverhaulOS arbitrates, and may rule that an amount is released, refunded to the fleet, or clawed back from a provider who has already been paid.
11.2That ruling is final within the platform and does not remove any right you have to go elsewhere.
11.3A ruling is recorded with the reason and under the name of the person who made it.
11.4A clawback is a new ledger entry against the provider's wallet, not a reversal of the original payment. The original stays visible.

12. Tax and invoices

The invoice on this platform is the commercial record between a fleet and a provider. We record it and take our fee from it; we are not a party to it.

12.1A provider accounts for their own transaction tax where one applies, and amounts are stated exclusive of it unless the invoice says otherwise.
12.2Where the law requires us to withhold or report, we will, and we will say what was withheld and why.
12.3Every invoice and every ledger entry can be exported for your accountant or your auditor.

13. The ledger cannot be edited

Every movement — a top-up, a hold, a release, a settlement, a fee, a payout, a clawback — is written to an append-only ledger.

13.1Neither you nor we can change or delete an entry after the fact. A correction is a new entry that references the one it corrects.
13.2That is why closing an account does not remove your financial history, and why a refund is recorded as a new entry rather than as the erasure of an old one.
13.3It is also the reason any figure on this platform can be explained, which is the whole point of keeping it this way.

14. If a figure looks wrong

Ask. Every amount here traces to an entry with a date, a reason and a name against it, so a question about a figure is nearly always answerable in one conversation.

14.1Start with your branch. Give the reference of the job or the invoice, which is on every screen that shows the amount.
14.2If the figure concerns a disputed invoice, raise the dispute rather than the question: a dispute freezes the money while it is looked at, and a question does not.

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