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, photos, receipts, third-party assessments, 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.

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. Auto-sign-off releases payouts and starts the post-completion review window. Auto-sign-off 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, or no refund is appropriate. HandyConnect is not a court, not an arbitrator for this stage, and not the insurer of the work. HandyConnect’s decision applies only to platform-mediated funds.

A dispute may be resolved by: (a) full or partial refund to the Customer; (b) release of the funds to the Handyman; (c) a cure-period decision where the Handyman returns to fix the issue; (d) credit toward a future job; or (e) a determination that the disagreement is outside HandyConnect’s scope and must be resolved between the parties or in court.

HandyConnect cannot mediate disputes about work performed off-platform, payments made off-platform, or claims that fall outside what was visibly recorded on the job page. Customers are urged to keep all communication and payments on the Platform so the dispute workflow can help.

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. Chargebacks initiated without first attempting in-app dispute resolution may be considered abuse and may result in account suspension.

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.