Dispute Resolution Policy
At Hire Local, we understand that not every job runs smoothly. We provide a simple, fair way to handle disputes between Customers and Experts.
1. What Qualifies as a Dispute?
A dispute may arise when:
- An Expert doesn’t deliver work as promised
- A Customer is withholding approval without valid reason
- There is a breakdown in communication
- Either party fails to meet agreed responsibilities
2. Initial Steps (Try to Resolve Directly)
Most disputes can be solved by talking it out. Use the in-platform chat (WP Guppy) to clarify:
- What was expected
- What was delivered
- What can be fixed
If no resolution is reached within a reasonable time, escalate to Hire Local.
3. Escalating a Dispute
To raise a dispute with us:
- Email support@hirelocal.co.nz
- Include job ID, Expert/Customer name, and a summary of the issue
- Attach any evidence (screenshots, chat messages, files)
You must raise the dispute within 7 days of the job being marked complete.
4. Our Role & Process
- We act as a neutral third party
- We review all communication, files, and claims
- We may request further details from either party
- We aim to resolve disputes within 5 business days
Our decision is final and may result in:
- Releasing full or partial payment to the Expert
- Refunding full or partial payment to the Customer
- Cancelling or adjusting the job
5. Platform Conduct During Disputes
Both parties must:
- Stay respectful and cooperative
- Respond within 3 business days to information requests
- Avoid posting misleading reviews while a dispute is open
Last updated: 06/03/2025
