A clear path when something goes wrong.

Before opening a formal dispute, the Customer and Handyman are expected to try to resolve the issue directly through in-app messaging. Most issues — scope misunderstandings, minor touch-ups, schedule conflicts — are best fixed quickly between the two parties.

Either party may open a dispute from the job page if direct resolution fails. The dispute window begins when the work is marked complete and ends seven (7) days after auto-sign-off, unless the contract specifies a different period or local law provides longer rights. Once opened, the job moves to a “disputed” state and is held while HandyConnect reviews.

Both parties may submit evidence: contracts, messages on the Platform, before-and-after photos, receipts, third-party assessments, permits, license information, insurance details, and call records. The clearer the evidence and the better it ties to the job record, the faster the dispute moves. Evidence submitted off-platform may be considered but is given less weight than the in-app record. HandyConnect may request additional evidence and may decide a dispute using the record available if a party does not respond within a reasonable time.

If a Customer does not sign off on completion or open a dispute within seven (7) days of the Handyman marking the job complete, the system may auto-confirm the work. For eligible online payments, auto-sign-off may release a payout; it never transfers cash between the parties. Auto-sign-off starts the post-completion review window and can be reversed only if the Customer can show fraud or impossibility (for example, the Handyman never came on site).

HandyConnect’s role in disputes is administrative: we review the in-app record, consider evidence from both sides, and make a good-faith decision about whether a refund, partial refund, payout hold, payout reversal, future credit, or no refund is appropriate for online funds handled through the Platform. For cash selected and recorded in the app, we may review the record and communicate a proposed resolution, but cannot retrieve, reverse, or refund cash paid directly to a Handyman. HandyConnect is not a court, not an arbitrator for this stage, not a party to the work contract, not an insurer, not a guarantor, and not responsible for deciding legal claims for damages, injuries, defects, code issues, licensing issues, or warranties. HandyConnect’s decision applies only to online funds it can mediate and account access; the parties remain responsible for any cash repayment.

An online-payment dispute may be resolved by: (a) full or partial refund to the Customer; (b) release of the funds to the Handyman; (c) a payout hold, transfer reversal, or payout offset; (d) a cure-period decision where the Handyman returns to fix the issue if both parties agree; (e) credit toward a future job; (f) account restriction; or (g) a determination that the disagreement is outside HandyConnect’s scope and must be resolved between the parties, insurers, card issuers, regulators, arbitration, or court. For recorded cash, we may review the same job evidence and take account action, but any return of cash is between the parties.

A cash payment chosen in the HandyConnect contract and confirmed in the job is part of the platform record, even though the money passes directly between the parties. HandyConnect can review that record as described above. Work or payments arranged outside the job flow, or claims not supported by the job record, may fall outside our administrative review. Customers and Handymen should keep the contract, invoice, messages, and payment confirmation in the app so the record is available if a dispute arises.

If a Customer files a chargeback with their card issuer instead of using the in-app workflow, HandyConnect will respond to Stripe with the in-app evidence. The card issuer or card network ultimately decides chargebacks. If a chargeback is upheld, HandyConnect may recover the amount and related fees from the responsible Handyman’s payout or future payouts unless the chargeback was caused by platform error. Customers are encouraged to use the in-app workflow first when practical, but nothing in this policy limits non-waivable cardholder rights under applicable law or card-network rules.

For claims that cannot be resolved through this in-app workflow and that involve HandyConnect LLC, the parties agree to binding arbitration in Travis County, Texas, under the rules of the American Arbitration Association, as described in the Terms of Service. You waive any right to a jury trial and to participate in any class action.

For dispute escalations, email support@handyconnect.us and reference the job ID.