Help & disputes
Most issues are resolved with a quick message. When they're not, our trust team is here to help.
Start with your pro
The fastest path to resolution is usually a direct conversation. Use the platform's message thread to raise any concerns — pros receive notifications immediately and most issues (scheduling mix-ups, scope clarifications, minor touch-ups) are resolved this way within hours.
Keep all communication in the platform thread. It creates a clear record that protects both you and the pro if a formal review becomes necessary.
Open a report
If messaging doesn't resolve the issue — or if you've experienced a safety concern, fraud, or a clear policy violation — file a formal report through our trust system. Reports are confidential: we will never share your identity with the pro being reported.
Use the form below to submit your report. Include as much detail as you can — dates, amounts, what was agreed, and what actually happened.
Contact support
For account questions, billing issues, or anything else that doesn't fit the report form, reach our support team directly. We respond to every message within one business day.
Safety first
If you feel unsafe at any point during a job — or suspect criminal activity — call 911 first. Platform reports are for trust-and-safety reviews; they are not a substitute for emergency services.
Our safety guidelines cover how to verify a pro, spot red flags before a job starts, and handle payments safely.
What to expect
Every formal report is reviewed by our trust team within two business days of submission. Here's what happens next:
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1
Initial review
A trust team member reads your report and gathers any supporting information from the platform — message threads, booking records, payment history.
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2
Guidance or mediation
For most disputes, we provide written guidance to both parties on how to reach a fair resolution. For payment disputes, we can help facilitate a documented agreement.
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3
Pro removal (serious violations)
If a pro has committed fraud, created a safety hazard, or repeatedly violated platform policies, we will suspend or permanently remove their listing. You will be notified of the outcome via email.