Complaints and disputes
If something goes wrong, the money stays put until it's sorted out.
1. Report the problem
Within the approval window, tap Report a problem and add photos. The payment is frozen.
2. Mediation
Our team talks to both sides and looks for a solution: fixing the work, a partial or a full refund.
3. Independent inspection
If there's no agreement, an independent technician assesses the work. Where applicable, our insurance can cover the repair or the refund.
4. Other routes
You always have the right to the electronic complaints book (Livro de Reclamações) and to consumer arbitration, which is free or low-cost for consumers.
Not sure which service you need?
Tell us about your project
Describe the job in your own words and we'll get it to the right professionals.
Get started