Disputes

You can open a dispute when:

• The provider has started the work but you're not happy with how it's going.
• The provider has marked the work complete but you don't agree.

You can't raise a dispute after you've confirmed completion (because confirming means you signed off and we've released the funds).

On the booking page (/bookings/{ref}), scroll to the "Something wrong?" card on the right and tap Raise a dispute. A short form opens:

• A one-line headline (e.g. "Provider never arrived", "Work isn't to specification").
• A longer description (at least a couple of sentences) walking us through what happened.

Submit. Escrow funds freeze the moment we receive your dispute — neither side can touch the money until we resolve.

Our resolutions team contacts both sides within 24 hours. We review:

• The booking details and original agreement.
• Any in-app chat messages between you and the provider.
• Photos or evidence either side submits.

Most disputes resolve within 72 hours. Last quarter, 78% ended with a partial refund to the client — meaning both sides usually have a point. We aim for fair, not punitive.

Our team can:

• Release funds to the provider — if we determine the work was actually delivered.
• Full refund to the client — if the provider clearly didn't perform.
• Partial refund / partial release — the most common outcome when both sides have a point. The split is based on what was delivered.

Either side can escalate to a second-tier review if they disagree with the first outcome.