How are disputes resolved?

When a customer reports a problem, the payment stays on hold until the matter is settled. Most issues are solved quickly when both parties talk openly.

Step 1: Agree together

Customer and Hero have 14 days to find a solution in the chat. You can agree that the Hero fixes the work, that part of the payment is refunded, or that the full payment is refunded. Keep the conversation on HomeHero so there's a record.

Step 2: HomeHero reviews

If you can't agree within 14 days, our team reviews the case. We look at:

• the order details and the agreed price
• the task description and the offer
• messages between you
• photos and other evidence you've provided
• the timeline of events

We then decide whether to release the payment to the Hero, make a partial refund, or make a full refund.

Our role

On marketplace tasks, HomeHero is the intermediary, not the contractor. The Hero is responsible for the work itself. Our decision concerns the money held on the platform and doesn't affect your other legal rights.

Tips

Respond in the chat promptly, stay polite, and upload clear photos. Good evidence leads to a faster, fairer decision.