How disputes work

A dispute is what happens when a job is marked complete but the owner is not satisfied.

Raising one

The owner reports the problem from the booking page while the review window is open, describing what went wrong.

What happens immediately

• The contractor's payment is held. It stays held for as long as the review takes — an elapsed review window does not release it.
• The contractor is emailed and shown exactly what the owner wrote.
• Our team reviews the job, including any photos.

The decision

Both sides receive the same written decision by email. If the hold is lifted, the payment returns to the payout queue.

What helps us decide

• Photos of the finished work. Contractors: this is why they matter.
• A specific description. "The upstairs bathroom was not cleaned" can be resolved. "Bad job" cannot.
• The original booking. What was actually booked, and what the notes said.

Being fair to both sides

Most disputes are a misunderstanding about scope rather than bad work, and the usual outcome is the contractor finishing the part that was missed. We look at the evidence, not at who complained loudest.