Dispute Resolution Policy

Opening a Dispute

Customers may open disputes from their booking detail page within 72 hours of the scheduled service window (or within 24 hours of marking the job incomplete). Describe the issue, select a dispute type, and attach photos when relevant.

What protected payment covers

Your card is charged at checkout. The professional is paid only after you share your completion code, or after a resolved dispute. 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

Cancellation refunds follow the schedule shown at booking (full, partial, or none based on time before the appointment). 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 you never share the code, the professional is not paid automatically — contact support so we can investigate. If a provider claims the code was shared incorrectly, we review messages, photos, and schedule evidence before releasing or refunding funds.

Agent Triage

Proffera classifies dispute severity and recommends resolution. High-severity or high-value disputes require human review.

Payout Holds

Provider 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; providers remain independent contractors.