How we handle fraud and payment disputes.

Examples of fraud signals include: stolen-card use, identity mismatches between a profile and government ID, fake credentials, fake reviews, triangulation schemes, profile cloning, chargeback abuse, off-platform circumvention, and money-mule patterns through Stripe Connect. Trust signals like new account, rapid-fire messaging, mismatched IP/geo, and multiple disputes accelerate review.

Stripe Radar evaluates payments and surfaces likely fraudulent transactions. Stripe Identity verifies government IDs for Handymen. Internal heuristics watch for unusual platform behavior. User reports via the in-app Report flow add ground-truth signal. Manual review by the trust team is the final layer for actions that affect accounts.

When fraud is suspected, HandyConnect LLC may, at its discretion: hold or reverse a payout; freeze a Stripe Connect account; pause messaging; require additional identity verification; suspend the account; or terminate the account. Where reasonable, we communicate the reason; in some cases — for example, ongoing investigations — we cannot.

If a Customer disputes a charge with their card issuer (a chargeback), HandyConnect receives the dispute through Stripe and responds with the in-app evidence: contract, messages, photos, signatures, and timestamps. The card network ultimately decides. If the chargeback is upheld, the disputed amount and any chargeback fee may be deducted from the Handyman’s payout, unless HandyConnect determines the chargeback was caused by platform error.

Stripe may delay or reverse a payout if it detects fraud, identity issues, or risk in the Connect account. HandyConnect may also hold a payout pending dispute review or trust investigation. Holds are released as soon as the issue is resolved.

We may require a User to re-verify identity at any time — particularly when a payout fails, when a Stripe Connect record changes, or when fraud signals appear. Failure to complete re-verification within a reasonable time may result in account suspension.

If your account was suspended for suspected fraud and you believe the decision was wrong, email support@handyconnect.us with your account email, the job ID(s) at issue, and any supporting documentation. Decisions on appeal are final.

HandyConnect LLC reserves the right to recover funds — through Stripe reversal, payout offset, or legal action — that were lost to fraud or paid out in error. Where appropriate, we may share information with insurers, payment networks, or law enforcement.

When required by law, we notify affected Users about confirmed account compromises or data incidents. For ongoing investigations, notification timing follows applicable legal and operational guidance.

If you believe a profile, job, message, or transaction is fraudulent, report it from the app or email support@handyconnect.us with the URL or job ID.