How can we help?
We're a small team and we read every message. Most replies go out within one business day.
Email support
support@walkthroo.us
Best for account issues, billing questions, and feature requests. We reply within one business day Monday-Friday.
For contractors
Specific questions about lead fees, verification, or your contractor profile? Visit our For Contractors page or emailcontractors@walkthroo.us.
Common questions
Getting bids
Once your project is posted, verified contractors can submit bids. You'll be notified when each new bid arrives. Projects with a clear scope, photos, and a budget range tend to attract the most bids.
Payments & lead fees
Homeowners never pay Walkthroo directly - pricing is between you and the contractor. Contractors pay a fee per lead that depends on the project and is shown before purchase. All card details are handled by Stripe; we never see card numbers. Refunds and cancellations are covered below.
Account & privacy
You can update your profile, change your password, or delete your account from the account settings page after signing in. You can also request deletion of your account and data by emailing privacy@walkthroo.us. See our Privacy Policy for how we handle your data.
Looking for more detail? Check our full FAQ or how Walkthroo works.
Refunds, cancellations & billing questions
Homeowners
Walkthroo is free for homeowners, so there is nothing to refund.
Lead fees (contractors)
The fee for each lead is shown before you buy it and is charged when you purchase. Lead fees are non-refundable, with one exception: if a lead turns out to be invalid (a duplicate or fake project, or a project withdrawn before you could bid), email support@walkthroo.us within 14 days of purchase. We review every request and reply within 5 business days. Approved refunds go back to your original payment method, and the refunded lead is removed from your account.
Pro tools subscription (contractors)
The optional tools subscription ($10/month, plus $5/month per teammate seat) renews monthly until you cancel. The account owner can cancel any time with Manage billing on the Team page: your tools stay active until the end of the period you've paid for and you won't be charged again. Partial months aren't refunded. If you add or remove a teammate seat mid-month, the difference is prorated and shows up as a charge or credit on your next monthly bill. If your account is suspended, billing for your tools subscription is paused, so you won't be charged while you're suspended. You can still cancel any time with Manage billing on your Team page.
A charge you don't recognize
Charges appear on your card statement under the Walkthroo name. If a charge looks wrong, email support@walkthroo.us before disputing it with your bank. We reply within one business day.
Response times
- Email replies: within 1 business day
- Bid disputes: within 2 business days
- Verification questions: within 3 business days