Dispute resolution

If a Job was not done as agreed, either party can open a dispute. During a dispute the payment stays held and is not released automatically.

1. When a dispute can be opened

The Customer or the Provider can open a dispute while the payment is still held and:

• the Provider has set off for the Job or arrived; or
• the Job has been marked as done.

The dispute must be opened before the payment is released – that is, before the Customer confirms the Job, and no later than 24 hours after the Job is marked as done (after that the payment is released automatically).

2. How to open a dispute

1. Open the Job in the app.
2. Choose Open dispute.
3. Describe the problem as precisely as you can: what was agreed, what went wrong and what you would like.

The other party is notified. Send further evidence (e.g. photos) to support@tasklo.io, giving the Job name and date.

Draft note: the app does not let you upload evidence (photos) to a dispute, and dispute reviewers cannot see the chat. Consider adding these.

3. How a dispute is resolved

1. Recommendation. An experienced Tasklo Provider who is not a party to the Job may review the dispute and give an impartial recommendation. They see the Job details and the reason for the dispute.
2. Decision. Tasklo makes the final decision, taking into account both parties’ explanations, the Job details and the recommendation.
3. Notification. Both parties are notified of the decision in the app.

We aim to resolve disputes within [X business days].

4. Possible decisions

Decision	What happens
Pay the Provider	The Provider receives the Job price minus Commission, as usual.
Refund the Customer	The Customer gets back the full amount: the Job price and the Service fee.
Split	Tasklo sets the amount paid to the Provider. Commission is deducted from the Provider’s share; the Customer gets back the rest of the Job price and a proportional part of the Service fee.

Refunds go back to the same card.

5. If you disagree with the decision

Tasklo’s decision concerns how the payment held on the Platform is split. It does not limit your right to take action against the other party in court or, as a consumer, to turn to a consumer dispute body:

• Estonia: Consumer Disputes Committee (ttja.ee)
• Finland: Consumer Disputes Board (kuluttajariita.fi)

6. Card payment disputes with your bank

A card payment dispute started with your bank (chargeback) is handled by Stripe and the card issuer under their rules. Please contact us first.