Crafting your experience
We take every dispute seriously. Here’s how we handle disagreements between customers and artisans fairly and transparently.
Trademeistr is committed to resolving disputes fairly, transparently, and as quickly as possible. Our goal is to reach a resolution that both parties find acceptable while maintaining the trust and integrity of the platform.
You may file a dispute if the work was not completed as described, the artisan did not show up, you were overcharged beyond the agreed price, the work quality is significantly below reasonable standards, or there was property damage during the job.
We encourage customers and artisans to first try resolving the issue through in-app messaging. Many misunderstandings can be cleared up with a direct conversation. Both parties have 48 hours after job completion to raise concerns.
If direct communication doesn’t resolve the issue, either party can file a formal dispute through the app. Go to My Bookings, select the relevant booking, and tap “Report an issue.” Provide a clear description and any supporting photos or messages.
Our dispute resolution team reviews all evidence from both parties within 48 hours. We may request additional information, photos, or documentation. A dedicated case manager will be assigned and will communicate with both parties to reach a fair resolution.
Possible outcomes include a full or partial refund to the customer, release of escrowed funds to the artisan, a free return visit to correct the work, or account warnings or suspension for policy violations. Both parties are notified of the decision with a clear explanation.
If either party disagrees with the resolution, they may escalate within 7 days. Escalated cases are reviewed by a senior member of the trust and safety team. For disputes exceeding $5,000, binding arbitration is available under applicable local arbitration and dispute resolution laws.
Initial response within 24 hours of filing. Mediation completed within 5 business days. Refunds processed within 3–5 business days of decision. Escalation review within 7 business days.
Disputes for work arranged outside the Trademeistr platform, claims filed more than 30 days after job completion, matters requiring criminal investigation (these should be reported to local law enforcement), and disputes where neither party provides sufficient evidence.
For urgent disputes or questions about an ongoing case, email disputes@trademeistr.com or contact support@trademeistr.com, Monday to Saturday, 8 AM to 6 PM. Our team is available to assist you worldwide.