Dispute resolution
When things don't go to plan - we have your back.
Important: service payments are between you and the pro.
Handiro doesn't process the service payment, so we can't refund money you paid the pro directly. What we can do is investigate, mediate, and take action against bad actors on the platform - including suspending or removing pros and customers who violate our terms.
How disputes are handled
- You open a dispute from the booking page or by contacting support, with a description and any photos/screenshots.
- We acknowledge within 24 hours via email and assign a case number.
- Both sides give their side of the story. The other party has 48 hours to respond.
- We review the messages, profile history, reviews, and submitted evidence.
- We resolve - typical outcomes: no-fault closure, warning, suspension, ban, or full removal from the platform.
Outcomes for customers
- If the pro is at fault: a public note may be added to their profile, repeat offenders are suspended or banned.
- If a refund is owed by the pro, we facilitate but can't enforce - direct payments are outside our control.
- If the pro is a serial issue, we provide a credit or priority support for your next booking.
Outcomes for pros
- If the customer is at fault: their account is reviewed; chronic disputers are suspended.
- If a fraudulent review is involved, it's reviewed and removed where warranted.
- Pros who win a dispute are eligible for a refund of any platform fee paid for that job.
Emergency or safety issue?
For active safety concerns or harassment, contact local authorities first, then send us a note via our contact form with subject "SAFETY".