Frequently asked questions

Renopay is a UK payment platform for home renovations. The homeowner pays for each stage of the work before it starts, the money is held securely by our FCA-regulated payment partner, and it’s released to the builder when the stage is approved.

The builder splits the job into stages, each with a price. Before each stage starts, the homeowner pays for it, and the money is held securely by our FCA-regulated payment partner. When the stage is finished, the homeowner checks the work and approves it, and the money is released to the builder.

The builder. They set out the job in stages, each with a scope, a price and dates, and invite the homeowner to check the plan and accept it.

Renopay starts with your builder, so they'll need to join. Send them a link from our homeowners page and we'll explain how it works.

Yes. Whether the job is £500 or £50,000, each stage is paid for before it starts and released when it's approved.

No. You fund each stage before it starts. You can fund one stage or several at once.

It's held securely by OPP (Online Payment Platform), our payment partner, which is authorised and regulated by the Financial Conduct Authority. It's kept in a safeguarded account, separate from OPP's own money, until the stage is approved.

Renopay is a technology platform, so it isn't regulated by the FCA itself. The payment services are provided by Online Payment Platform Limited (OPP), an electronic money institution authorised and regulated by the Financial Conduct Authority, Firm Reference Number 1003976.

No. Money held by an electronic money institution such as OPP isn't covered by the Financial Services Compensation Scheme. It's protected by safeguarding instead: OPP must keep it separate from its own money, in accounts designed so that customers' money is returned to them ahead of other creditors if OPP ever failed.

Your money is held by OPP, not by Renopay, so it isn't part of Renopay's own finances. It stays safeguarded with OPP.

Every builder completes OPP's identity and anti-money-laundering checks before they can receive a payout. Renopay doesn't vet a builder's workmanship, qualifications or insurance, so it's still worth checking your builder before you hire them.

Before you start a stage, you can see in the app that the money for it is held securely. You never have to start work on a promise.

When the homeowner approves a stage, the payout is released straight away. It can take up to a day to reach the builder's bank. If the homeowner doesn't respond within 14 days of the builder asking for approval, and hasn't raised a dispute, the payout is released automatically.

If the builder asks for approval and the homeowner neither approves the stage nor raises a dispute within 14 days, the payout is released automatically. Renopay notifies the homeowner, and sends a reminder, before that happens.

Yes. If some of the work is done to your satisfaction, you can agree a part payment in the app.

Money for stages that haven't started is returned to you. Money for the stage in progress stays held securely until you and your builder agree the value of the work done.

Yes. Homeowners pay 1% of each stage, including VAT. Builders pay 1% of each stage plus VAT. There's no subscription.

The homeowner's 1% is added when they pay for a stage. The builder's 1% plus VAT is taken from the payout when the stage is released.

No. There is no subscription, no monthly cost and no setup fee for either side. Fees are only charged on the stages that are paid for.

Only if a disagreement goes to an independent surveyor. Each side pays half the surveyor's fee when it's escalated, and the surveyor decides who pays it in the end. The fee is shown in the app before you escalate. If neither side pays its share within 14 days, the process pauses and a £50 plus VAT administration fee is taken from the money held for that stage.

Only the money for that stage is paused while you and your builder try to sort it out in the app.

You and your builder have 10 working days to sort it out in the app. If you still can't agree, either of you can ask for an independent surveyor.

Photos, short descriptions and any relevant documents, such as quotes, the scope of work and messages in the app.

Each side pays half the surveyor's fee when the dispute is escalated. The surveyor then decides who pays it in the end, usually the side whose case isn't upheld.

The surveyor reports within 21 working days of being appointed, or 35 working days for projects over £50,000. If they need longer, they will tell you why.

No. Renopay is neutral. The money is released in line with what you and your builder agree, or with the independent surveyor's decision.

No. Renopay doesn't inspect work. The money is released when the homeowner approves a stage, or in line with an independent surveyor's decision if there's a dispute.

No. A dispute can only decide what happens to the money held for that stage. If putting the work right costs more, that's between you and your builder.