Dispute Resolution
We work to ensure every job ends fairly. If something goes wrong, our team is here to help find a resolution.
When to file a dispute
Before opening a dispute, try resolving the issue directly with the other party through platform messaging. Most issues are resolved this way. If direct communication fails, file a dispute.
- Contractor did not complete the work as agreed
- Work quality is significantly below the agreed standard
- Contractor did not show up or abandoned the job
- Client is refusing to release payment for completed work
- Unexpected charges not agreed upon in the original bid
- Damage to property during the job
What to prepare
Strong evidence leads to faster, fairer resolutions. Gather the following before submitting your dispute:
- Screenshots of all relevant messages from the ServiceHub chat
- Photos of the work site — before, during, and after
- The original bid and any agreed scope changes
- Receipts for materials if costs are in dispute
- A clear, factual description of what went wrong
How the process works
Submit a dispute
Open a dispute from the job page in your dashboard. Describe the issue clearly and provide any supporting evidence — messages, photos, receipts, or contracts.
Both parties respond
The other party has 72 hours to respond and provide their account of events. Both sides can upload additional evidence during this period.
ServiceHub reviews
Our trust and safety team reviews all submitted evidence, platform communications, payment history, and job details. We may reach out for clarification.
Resolution issued
We issue a binding resolution — either releasing funds to the contractor, refunding the client, or a partial settlement. Both parties are notified by email.
Important things to know
- Disputes must be filed within 14 days of the job completion date
- Payment is held in escrow and cannot be released while a dispute is open
- ServiceHub decisions are binding per our Terms of Service
- Repeated frivolous disputes may result in account suspension
Need to open a dispute?
Go to the job in your dashboard and click “Open Dispute”, or contact our support team for guidance.