Dispute Resolution Policy

Last updated: 1 July 2025.

1. Our Commitment

Fixperts is committed to fair and fast resolution of disputes between Clients and Specialists. Our escrow system means your money is always protected during a dispute.

2. When to Raise a Dispute

  • The work was not completed as described
  • The quality of work is significantly below a reasonable standard
  • The Specialist caused damage to your property
  • The Specialist did not show up or abandoned the job
  • As a Specialist — the Client refuses to confirm a completed job without valid reason

3. How to Raise a Dispute

1

Click Raise Dispute on the job in your dashboard

2

Describe the issue and upload photos if available

3

Funds are frozen immediately in escrow

4

Fixperts reviews and responds within 24 hours

5

Final decision made and funds released accordingly

4. Dispute Outcomes

Full refund to Client

If work was not started, abandoned, or significantly below standard

Partial payment to Specialist

If work was partially completed to an acceptable standard

Full payment to Specialist

If work was completed as agreed and Client dispute is not upheld

5. Timeframes

Initial responseWithin 24 hours
Evidence submission period48 hours from dispute raised
Final decisionWithin 5 business days
Funds released after decisionWithin 24 hours

6. Contact

Fixperts Dispute Team

support@fixperts.co.nz

Include your job reference number in all correspondence