Your payment is held safely until the booking is done. If something goes wrong, here is exactly what we can check, and what we cannot.
Your chat, your order and your payment are recorded by us, so they cannot be edited or faked by either side. That record is what we use to settle a dispute. A screenshot from another app is not something we can verify, so on its own it cannot decide a case, whichever side sends it.
The provider did not show up, or cancelled
You get a full refund. This holds even if you had swapped contact details and moved the chat elsewhere. Exchanging contacts never removes your refund rights.
Something in your chat here shows what went wrong
We can act on it. Anything said in this chat, plus the order details and timings, counts as proof, and a message cannot be deleted to hide it.
The whole conversation happened on another app
We may be unable to verify what was agreed or what took place, so a case can take longer and may be impossible to settle either way. It does not mean you are automatically refused.
You paid the provider directly, outside the app
That payment never reached us, so we cannot return it. Only credits paid through the app are held in escrow and can be refunded.
Once your booking is paid, you are free to arrange it however suits you both. Moving the conversation to another app is allowed and will not get your account suspended.
Every dispute is reviewed individually. These are the principles we apply, not an automatic outcome.