Dispute Resolution Policy
This is a draft and has not yet been signed off by an attorney.
Opening a Dispute
Report a problem from your booking page once your Pro is on the way or the visit time has passed, and up to 7 days after the job is done; a Happiness Guarantee claim within 48 hours of the job being marked finished. Describe the issue, select what went wrong, and attach photos when relevant.
What protected payment covers
Your card is charged at checkout. The Pro is paid after the job is done: 48 hours after you give them your completion code, or 72 hours after they mark it finished if you don't report a problem. An open dispute holds the payment until it is resolved. Coverage includes work not performed as booked, major quality failures documented with evidence, and no-shows. It does not cover preferences that were not in the booking details, normal wear, or issues reported after the dispute window without a documented extension.
Cancellations and refunds
Cancel within 30 minutes of paying when your visit is more than 24 hours away, while your Pro still has to confirm, or if they haven't been in touch by their confirm-by time, and you get everything back. Otherwise: 24+ hours before the visit, everything except the Proffera fee (or our minimum charge for cancelling, if that's more — the exact amount is on your booking page); 2–24 hours before, half — most of what we keep pays your Pro for the time they held; under 2 hours or once your Pro is on the way, no refund, and your Pro is paid for the visit. If your Pro cancels, you're refunded in full. If your Pro doesn't show up, report it on your booking and a person at Proffera will sort out your refund. Once the Pro is on the way or working, problems are handled as disputes, not cancellations. Refunds from disputes are issued to the original payment method after resolution; timing depends on your card issuer (often 5–10 business days).
Completion codes
Do not share your completion code until you are satisfied. If your Pro marks the job finished and you neither share the code nor report a problem within 72 hours, the job is confirmed and your Pro is paid; an open report stops that. If a Pro claims the code was shared incorrectly, we review messages, photos, and schedule evidence before releasing or refunding funds.
Who decides
Proffera sorts each dispute by how serious it is so urgent ones are seen first. A person at Proffera decides every dispute, and nothing is ever denied automatically. Most refund claims of $50.00 or less are approved right away (once per customer every 90 days); some are checked by a person first, within one business day. Larger claims, re-service requests and second claims are reviewed by a person within one business day.
Payout Holds
Pro payouts stay on payout hold during open disputes (not a bank escrow account). Funds transfer via Stripe or refund per resolution.
Resolutions
Resolutions may include full refund, partial refund, no refund, or rebooking. Proffera facilitates; Pros remain independent businesses.