Dispute Resolution Policy

Hurricane Handyman — Dispute Resolution Policy — Version 2.6 — Negotiated Payment Release Window Model

Last Updated: July 27, 2026

v2.6 — AI-drafted, pending attorney review (v2.6 removes the cancellation carve-out: the platform service fee is earned at escrow funding with no exception, so a pre-work cancellation of a funded Job now returns the escrowed funds less that fee; v2.5 made the fee non-refundable on ALL dispute outcomes incl. full refund; v2.4 added the platform-inquiry response expectation in Section 26). Jobs accepted under an earlier version remain governed by that version.

This Dispute Resolution Policy (“Policy”) explains how certain disputes, payment-release issues, completion issues, chargeback matters, and user complaints may be handled through the Hurricane Handyman platform operated by HSW International Inc. (“HSW,” “Hurricane Handyman,” “we,” “us,” or “our”).

This Policy is incorporated into and forms part of the Hurricane Handyman Terms of Service (“Terms”). Capitalized terms not defined in this Policy have the meanings given to them in the Terms.

This Policy is designed to support a fast-moving, storm-related, hurricane-preparation, hurricane-response, cleanup, and handyman-services marketplace where prompt payment to independent service providers is a core feature of the Platform.

By using the Platform, submitting or accepting a Job, marking a Job complete, submitting a dispute, receiving Services, or participating in any payment workflow, you agree to this Policy.

How Disputes Work — Plain-Language Summary

Filing a dispute. When your handyman finishes the job, they mark it complete in the app and upload completion photos. That starts your inspection window — the payment release window you agreed to when you accepted their bid (between 30 minutes and 72 hours, shown on the bid and on your job page). During that window you can do one of three things: approve the work and release payment immediately; do nothing, in which case payment releases automatically when the window ends; or file a dispute, which requires a reason and a short written description. The moment you file, the escrowed money is frozen — no money moves to anyone until the dispute is resolved.

What each of you agreed to do. These are the standards your conduct is measured against when we review a dispute.

Homeowners agree to: describe the job accurately, with photos; fund escrow after accepting a bid; provide access to the property; be reachable through the app while work is underway; act within the inspection window; and keep communication and payment on the platform.

Handymen agree to: complete the work described in the accepted bid; upload completion photos covering each opening (window, door) in the job’s scope; stay within the agreed scope; respond to messages through the app; and keep communication and payment on the platform.

How Hurricane Handyman reviews a dispute. We review the dispute against the available evidence: the original job description and photos, the handyman’s completion photos, the scope and price of the accepted bid, the agreed payment window, on-platform chat records, platform timestamps, and our documented rule checklist. We may contact either of you for additional information, and we may take a party’s failure to respond into account.

Timeframe. We resolve disputes as promptly as we reasonably can, but within no guaranteed or fixed timeframe. No deadline is promised or implied. Escrowed funds remain frozen until the decision.

The three possible outcomes. Every dispute ends in exactly one of these:

Full release to the handyman — the entire escrowed amount, less platform fees;
Full refund to the homeowner — the entire escrowed amount less the platform service fee; or
A partial split between you — in whatever proportion Hurricane Handyman determines the evidence supports. That may be 50/50 or any other division.

Which outcome applies is determined by Hurricane Handyman based on the evidence and our documented criteria.

The platform service fee is earned at funding. The platform service fee (10% of the accepted bid) is earned when escrow is funded and is non-refundable, with no exception. This includes where the remaining escrowed funds are returned to the homeowner in a dispute resolution, and it includes cancellation. This is disclosed on the escrow funding screen before payment.

Cancellation. Before escrow is funded, a Homeowner may cancel at no cost; nothing has been charged, and any authorized payment is released in full. Once escrow is funded, a Homeowner may still cancel at any time before work begins, and the escrowed funds are returned less the platform service fee, which has already been earned. Once work has begun, the Job can no longer be cancelled and any disagreement is handled through dispute resolution under this Policy.

Our decision is final — and what it does and doesn’t cover. Hurricane Handyman’s decision is final for platform purposes and governs only the escrowed funds for that job. In deciding a dispute we act as a neutral escrow administrator applying documented criteria — not as a judge, arbitrator, or legal adjudicator, and our decision does not determine legal liability between you. Both of you keep whatever legal rights you have against each other outside the platform.

Your agreement to this process. Both parties explicitly agree to this dispute process: homeowners at signup and again when accepting a bid; handymen at signup and again when submitting each bid. Each agreement is recorded with a timestamp and the version of this policy in force.

Limit of our responsibility. Hurricane Handyman’s own liability in connection with any job is capped at the escrowed amount for that job, as set out in the Terms of Service (Limitation of Liability).

1. Purpose of This Policy

This Policy governs Platform-level disputes relating to:

Job completion;
Completion Evidence;
Platform-recorded timestamps;
the Agreed Dispute Window;
administrative payment-release decisions;
refund or partial-refund requests submitted through the Platform;
user non-response;
false or premature completion submissions;
Platform evidence review;
chargebacks and payment processor disputes;
fraud, abuse, and misuse of the Platform; and
related Platform administrative actions.

This Policy does not replace, limit, expand, or adjudicate legal claims between users outside the Platform. HSW is not a court, arbitrator, contractor, inspector, insurance adjuster, public adjuster, engineer, permitting consultant, or code-compliance authority.

2. Platform Role

HSW operates a technology marketplace and administrative workflow system. In connection with disputes, HSW may provide tools and procedures for users to submit information, communicate, upload Completion Evidence, request administrative review, or trigger payment-release rules.

HSW’s role is limited to Platform administration. HSW may:

receive Platform disputes;
review Platform records;
review Completion Evidence;
review job descriptions, quotes, messages, and timestamps;
request additional information from users;
prioritize Platform-generated data;
consider off-Platform evidence in its discretion;
apply Platform rules;
release, return, split, delay, or otherwise administer funds through payment workflows;
suspend or restrict accounts;
provide evidence to payment processors in connection with chargebacks;
investigate suspected fraud or abuse; and
take other actions permitted by the Terms.

HSW does not:

determine legal fault;
decide legal liability;
adjudicate negligence, damages, causation, code compliance, licensing compliance, insurance coverage, or professional standards;
inspect work;
verify permits or licenses;
determine whether Services were legally sufficient;
guarantee user satisfaction;
guarantee refunds;
guarantee payment recovery;
act as a court or arbitrator for user-to-user disputes; or
provide legal, insurance, construction, engineering, inspection, permitting, or code-compliance advice.

Any action taken by HSW under this Policy is an administrative Platform decision only.

3. Relationship to the Terms

This Policy must be read together with the Terms. If there is a conflict between this Policy and the Terms, the Terms control unless the Terms expressly state that this Policy controls for a specific dispute procedure.

The Terms include important provisions regarding:

independent contractor status; no HSW control over Services; no verification of licenses, permits, insurance, or qualifications; paid placement and advertising; Stripe or other third-party payment processing; the Agreed Dispute Window; chargebacks; limitation of liability; indemnification; arbitration; class action waiver; governing law; and user obligations.

Users should review the Terms carefully before submitting a Job, accepting a Job, marking work complete, or submitting a dispute.

4. Completion Event

A Job is considered complete for Platform payment-release purposes only when all of the following occur:

the Handyman selects “Complete Job” or an equivalent completion function within the Platform;
the Handyman uploads required Completion Evidence, which may include photos, videos, notes, location data, timestamped records, or other documentation required by the Platform; and
the Platform records a completion timestamp and associated completion record.

The Platform-recorded completion timestamp controls the start of the Dispute Window for Platform payment-release purposes.

The Completion Event does not mean that HSW inspected, approved, verified, guaranteed, warranted, certified, or accepted the Services. It means only that the Platform has recorded a completion submission and started the Platform administrative payment-release process.

5. Required Completion Evidence

Completion Evidence is required before a Handyman may mark a Job complete.

HSW may determine, modify, or enforce Completion Evidence requirements in its discretion. Depending on the type of Job, the Platform may require or permit:

photos of completed work; video of completed work; before-and-after images; notes describing work performed; timestamps; geolocation or approximate location data, if enabled; user messages; itemized work summaries; material or receipt photos; access or arrival confirmations; job-site condition documentation; or other evidence requested by the Platform.

Completion Evidence must be truthful, accurate, current, and related to the specific Job. A Handyman may not upload misleading, staged, altered, recycled, unrelated, incomplete, or fraudulent Completion Evidence.

HSW may reject, discount, or investigate Completion Evidence that appears incomplete, inconsistent, suspicious, manipulated, irrelevant, or fraudulent.

6. The Agreed Dispute Window

Every Job is subject to a strict Dispute Window for Platform payment-release purposes. The length of the Dispute Window is selected by the Handyman, from Platform-offered options between thirty (30) minutes and seventy-two (72) hours, when submitting a bid. The selected window is displayed to the Homeowner on the bid, and the Homeowner agrees to that window by accepting the bid. The agreed window for a Job is recorded at acceptance and shown to both parties on the Job page (the “Agreed Dispute Window”).

Jobs accepted before this Version 2 took effect have an Agreed Dispute Window of two (2) hours under Version 1.

A Homeowner may always end the window early by affirmatively approving and releasing payment once satisfied; this is the Homeowner’s explicit choice and requires a satisfaction confirmation recorded by the Platform.

The Agreed Dispute Window begins immediately at the Platform-recorded Completion Event timestamp.

The Dispute Window is measured by the Platform’s system time. It is not measured by:

when a Homeowner views the Job;
when a Homeowner receives an SMS;
when a Homeowner opens an email;
when a Homeowner opens a push notification;
when a Homeowner visits the property;
when a Homeowner becomes aware of the Completion Event;
when a Homeowner speaks with the Handyman;
when a Homeowner checks off-Platform messages; or
when a Homeowner first inspects the work.

The Agreed Dispute Window is a core Platform rule because the Platform is designed for time-sensitive, emergency-oriented, storm-preparation, storm-response, cleanup, and handyman Services where prompt payment release to Handymen is important — and because the window’s length is a bargained term of each bid, agreed by both parties at acceptance.

7. Scope of the Agreed Dispute Window

The Agreed Dispute Window applies to Platform payment-release administration only.

If no Platform dispute is submitted within the Agreed Dispute Window:

the Job may be deemed accepted for Platform payment-release purposes;
funds may be released to the Handyman through the applicable payment workflow;
HSW may close the Job administratively;
HSW may decline to reopen the Platform payment-release decision; and
the Homeowner waives objections to HSW’s administrative payment release for that Job.

The Agreed Dispute Window does not, by itself, waive claims outside the Platform that cannot lawfully be waived, including claims involving concealed defects, fraud, intentional misconduct, personal injury, property damage, code violations, unlicensed work, unpermitted work, or other non-waivable rights.

However, HSW is not obligated to provide a refund, reverse payment, reopen a Job, inspect work, investigate hidden defects, adjudicate legal claims, or provide legal remedies after the Dispute Window expires.

8. Notifications

After a Completion Event, the Platform may send notices through one or more communication channels, including:

SMS/text message; push notification; email; in-app notice; account dashboard notice; or other electronic communication.

Notifications may include:

completion notice; uploaded evidence notice; dispute-window countdown; reminder notice; final warning notice; payment-release notice; dispute-submission confirmation; dispute-response request; and chargeback or account notices.

Notifications are an administrative convenience. The Dispute Window begins at the Platform-recorded Completion Event timestamp regardless of whether a notification is delayed, blocked, filtered, sent to spam, undelivered, unread, disabled, rejected by a carrier, affected by a device setting, affected by power or network outages, affected by user error, or otherwise not received.

Users are responsible for keeping contact information current and monitoring all relevant communication channels.

9. Homeowner Dispute Submission Requirements

To submit a Platform dispute, a Homeowner must use the dispute tools provided by the Platform unless HSW provides an alternative procedure.

A dispute should include, to the extent available:

Job ID or identifying information;
reason for the dispute;
description of the alleged issue;
photos or videos showing the alleged issue;
specific explanation of how the work differs from the agreed scope;
relevant Platform messages;
requested outcome;
whether the issue involves non-completion, incomplete work, property damage, false completion, wrong address, access issue, fraud, or other concern; and
any other information requested by the Platform.

A dispute must be submitted within the Agreed Dispute Window to affect Platform payment-release administration.

HSW may reject or close a dispute that is late, incomplete, unsupported, abusive, fraudulent, duplicative, outside the Platform’s scope, or unrelated to payment-release administration.

10. Handyman Response Requirements

If a dispute is submitted, HSW may request that the Handyman respond within a specified timeframe. The Handyman may be asked to provide:

additional photos or videos;
explanation of work performed;
notes regarding access, weather, safety, materials, scope, or conditions;
proof of arrival or job-site presence;
explanation of any deviation from the original scope;
proof of homeowner approval or communication;
receipts or material documentation;
licensing, permit, or insurance information, if relevant and requested;
response to specific allegations; and
any other information requested by HSW.

If a Handyman does not respond within the requested timeframe, HSW may proceed based on available information.

Failure to respond may result in payment delay, refund, partial refund, account restriction, suspension, or other administrative action.

11. Evidence Review

HSW may consider available information in its discretion, including:

Platform job description; quote or order details; Platform messages; Completion Evidence; photos or videos uploaded by either party; timestamps; account activity logs; payment records; dispute-submission records; user acknowledgments; notification records; IP address, device, browser, or session data; geolocation or approximate location data, if enabled; user history; prior disputes or chargebacks; payment processor information; fraud signals; off-Platform evidence submitted by users, if HSW chooses to consider it; and any other information HSW considers relevant.

HSW resolves disputes on the Platform record. Material originating outside the Platform cannot be verified and generally will not be credited. HSW may, at its sole discretion, consider such material, but is under no obligation to do so.

HSW may prioritize Platform-generated and Platform-submitted evidence because it is more readily verifiable within the Platform’s systems. HSW is not required to consider off-Platform communications, phone calls, text messages, side agreements, screenshots, or evidence it cannot reasonably verify.

HSW may disregard evidence that appears altered, staged, unrelated, incomplete, fraudulent, abusive, or unreliable.

12. Platform Administrative Outcomes

After reviewing a dispute, or if no timely dispute is submitted, HSW may take one or more administrative actions, including:

release full payment to the Handyman; issue a full refund to the Homeowner (less the platform service fee); issue a partial refund; release a partial payment to the Handyman; split funds between the parties; delay payment release; request additional evidence; close the dispute without action; refer the matter to the payment processor’s dispute process; suspend one or both accounts; remove or restrict a Handyman’s listing; remove paid placement; restrict future Platform use; preserve records for chargeback or legal purposes; refer suspected fraud or unlawful activity to appropriate parties; or take any other action permitted by the Terms.

HSW’s administrative outcome is not a legal judgment, legal finding, professional opinion, inspection result, code-compliance determination, or determination of fault.

13. General Administrative Rules

HSW may apply the following general administrative rules. HSW may modify, interpret, or depart from these rules in its discretion where fraud, abuse, safety, payment processor rules, legal compliance, or unusual facts justify doing so.

13.1 No Timely Dispute

If no dispute is submitted within the Agreed Dispute Window, payment may be released to the Handyman.

13.2 Homeowner Approval

If the Homeowner affirmatively approves the Job, funds may be released immediately or according to payment processor timing.

13.3 False or Premature Completion

If HSW determines that a Handyman falsely or prematurely marked a Job complete, HSW may delay or deny payment release, refund the Homeowner, suspend the Handyman, remove the Handyman from the Platform, or take other action.

13.4 No Work Performed

If available evidence indicates no work was performed, HSW may issue a full refund (less the platform service fee) or deny payment release.

13.5 Partial Work

If available evidence indicates partial work was performed, HSW may issue a partial refund, partial release, or other allocation based on available information.

13.6 Scope Mismatch

If available evidence indicates the completed work materially differs from the Platform-documented scope, HSW may issue a partial refund, full refund (less the platform service fee), or partial payment release.

13.7 Access Failure

If the Handyman was unable to perform due to incorrect address, unavailable access, locked gate, missing access instructions, unavailable contact, undisclosed hazard, or similar Homeowner-caused issue, HSW may release some or all funds, apply fees, or close the Job according to Platform rules.

13.8 Unsafe Conditions

If a Handyman reasonably refuses or stops work because of unsafe conditions, HSW may consider the circumstances and determine whether payment, partial payment, refund, or account action is appropriate.

13.9 Weather, Emergency, or Government Restrictions

If storm conditions, evacuation orders, curfews, road closures, power outages, emergency declarations, flooding, fuel shortages, supply shortages, or similar conditions affect performance, HSW may determine an administrative outcome based on available information.

13.10 Off-Platform Changes

HSW may decline to consider disputes based on off-Platform scope changes, verbal agreements, side deals, or payment arrangements not documented through the Platform.

13.11 Off-Platform Payment Circumvention

If users attempt to avoid Platform fees or payment workflows, HSW may suspend accounts, deny dispute assistance, withhold payouts, or pursue fees and losses.

14. Late Disputes

A dispute submitted after the Agreed Dispute Window may be rejected for Platform payment-release purposes.

HSW may consider a late dispute in its discretion where there is evidence of:

fraud; false completion; intentional misconduct; concealed defects; safety risk; serious property damage; unlawful work; unlicensed or unpermitted work; payment processor requirement; legal compliance issue; technical Platform failure caused by HSW; or other extraordinary circumstances.

Considering a late dispute in one case does not require HSW to consider late disputes in other cases and does not waive the Agreed Dispute Window.

15. Concealed Defects and Non-Platform Claims

The Platform’s Agreed Dispute Window is not intended to determine or waive non-waivable legal rights related to concealed defects, latent defects, personal injury, property damage, fraud, intentional misconduct, unlicensed work, unpermitted work, code violations, or other legal claims outside the Platform.

However:

HSW is not responsible for investigating concealed defects;
HSW is not responsible for inspecting work;
HSW is not responsible for determining code compliance;
HSW is not responsible for determining legal liability;
HSW is not required to reverse payment after the Dispute Window;
HSW is not required to participate in user-to-user legal disputes; and
HSW is not liable for Services performed by Handymen.

Users with legal claims against each other must pursue those claims directly, subject to the Terms.

16. Chargebacks, Payment Reversals, and Processor Disputes

Users are encouraged to use the Platform dispute process before initiating any chargeback, payment reversal, card dispute, bank dispute, ACH return, or payment processor dispute.

If a chargeback or payment dispute is initiated:

the payment processor’s rules and procedures apply;
HSW may suspend or restrict the user’s Account;
HSW may pause or withhold payouts;
HSW may provide evidence to the payment processor, bank, card network, or financial institution;
HSW may rely on Completion Evidence, timestamps, messages, dispute records, account records, user acknowledgments, IP data, device data, notification records, and payment records;
HSW may seek reimbursement for chargeback amounts, chargeback fees, penalties, administrative costs, collection costs, attorneys’ fees, and related losses;
HSW may terminate users who initiate excessive, fraudulent, abusive, or bad-faith chargebacks; and
HSW may take other action permitted by the Terms.

A chargeback does not alter the Terms, this Policy, the Platform’s administrative rules, or the user’s obligations to HSW or other users.

17. Fraud, Abuse, and Bad-Faith Conduct

HSW may investigate suspected fraud, abuse, manipulation, unsafe conduct, or violation of the Terms.

Examples include:

false completion submissions; recycled or staged photos; altered videos; fake disputes; exaggerated damage claims; collusive transactions; duplicate accounts; payment circumvention; refund abuse; chargeback abuse; identity misrepresentation; fake credentials; false licensing or insurance claims; threats or harassment; coercion to approve work; manipulating timestamps or location data; submitting work for the wrong property; falsely claiming access failure; falsely claiming completion; misuse of paid placement; and any other conduct HSW considers harmful.

HSW may take any enforcement action permitted by the Terms, including suspension, termination, payout delay, payout denial, removal of paid placement, refund, reporting to payment processors, preservation of records, or legal action.

18. Non-Response

If a party does not respond to HSW’s request for information within the timeframe specified by HSW, HSW may proceed based on available information.

Non-response may result in:

payment release; refund; partial release; denial of dispute; account restriction; suspension; or other administrative action.

Users are responsible for monitoring Platform communications and keeping contact information current.

19. Account Holds and Payout Delays

HSW may delay, pause, withhold, or restrict payout activity if HSW determines, suspects, or is notified of:

a dispute; a chargeback; fraud risk; false completion; unsafe conduct; violation of Terms; payment processor review; legal or regulatory concern; identity verification issue; licensing or permit concern; account takeover risk; excessive complaints; suspicious transaction patterns; sanctions or compliance issue; or other risk to HSW, users, payment processors, or third parties.

HSW is not liable for payout delays caused by payment processors, banks, card networks, compliance reviews, user errors, third-party outages, or enforcement actions.

20. Recordkeeping and Evidence Preservation

HSW may retain records relating to Jobs, disputes, payments, chargebacks, Completion Evidence, communications, notifications, account activity, IP addresses, device data, timestamps, user acknowledgments, enforcement actions, and related matters.

Records may be used for:

dispute review; chargeback defense; fraud prevention; legal compliance; account enforcement; user safety; insurance or legal claims; internal auditing; payment processor requirements; and business records.

HSW may preserve records even after account closure where permitted or required by law, the Terms, the Privacy Policy, payment processor rules, or legitimate business needs.

21. No Waiver by Platform Assistance

If HSW provides support, reviews evidence, contacts users, considers a late dispute, delays a payout, issues a refund, partially releases funds, or otherwise assists with a dispute, such action does not:

create an obligation to do so in the future;
make HSW a party to the user agreement;
make HSW responsible for Services;
waive any Terms;
waive the Agreed Dispute Window;
waive HSW’s limitations of liability;
create a warranty or guarantee;
constitute legal advice;
constitute an inspection; or
establish legal fault or liability.

22. User-to-User Legal Claims

Users remain solely responsible for resolving legal claims against one another.

A Homeowner and Handyman may have rights or obligations under applicable law, contract, tort, licensing rules, permitting rules, building codes, insurance policies, or other legal frameworks. HSW does not determine those rights or obligations.

Nothing in this Policy makes HSW liable for user conduct, Services, property damage, personal injury, legal violations, permit failures, licensing failures, insurance disputes, hidden defects, workmanship disputes, or payment disagreements between users.

23. Arbitration and Legal Proceedings

Disputes between a user and HSW are governed by the arbitration, class action waiver, jury trial waiver, governing law, and venue provisions in the Terms.

This Policy does not create any right to bring class, collective, representative, or public injunctive claims against HSW except where such waiver is prohibited by applicable law.

24. Changes to This Policy

HSW may update this Policy at any time. The “Last Updated” date identifies the latest version.

HSW may provide notice of material changes through the Platform, email, or other reasonable means. Continued use of the Platform after updated terms become effective constitutes acceptance of the updated Policy.

If you do not agree to the updated Policy, you must stop using the Platform.

25. Contact

Questions about this Policy may be sent to:

HSW International Inc.
4170 Westroads Drive, Suite #9-E
Riviera Beach, Florida 33407
[email protected]

26. What Is Expected of Each Party

Every job on Hurricane Handyman is an agreement between a homeowner and a handyman, made through the Platform. The lists below set out, in plain language, what each party is expected to do. These are not fine print — they are the standards your conduct will be measured against if a dispute arises on your job.

If you are a homeowner, you are expected to:

Describe the job accurately when you post it — the scope of work, counts (such as the number of windows, doors, or other openings), and any known conditions or hazards — and include photos.
Fund escrow promptly after accepting a bid.
Provide workable access to the property once a handyman is hired, including directions, gate codes, and access notes where they apply.
Be reachable through the Platform’s messaging while work is underway.
Keep your requests within the scope of the bid you accepted. New or additional work should be agreed as a new scope, not demanded within the old one.
Review the completed work and either approve it or file a dispute within the payment window you agreed to when you accepted the bid.
Keep all communication and payment on the Platform.
File disputes in good faith, with an accurate account of what happened.
Respond to platform inquiries during a dispute within the stated response period. Late answers are still accepted and recorded, but a failure to respond within the period may be weighed in the resolution.

If you are a handyman, you are expected to:

Bid with a clear description of the scope of work, the price, and a payment window you can actually meet.
Arrive and perform the work as scheduled.
Complete the work as described in your accepted bid.
Upload completion photos covering each opening or item within the job’s scope, together with completion notes.
Stay within the scope of your accepted bid — no unapproved extras and no unapproved charges.
Perform the work safely, without causing damage, and leave nothing in an unsafe condition.
Be responsive to messages through the Platform.
Respond to any dispute filed on your job within the stated response period, with your account and any supporting photos.
Respond to platform inquiries during a dispute within the stated response period. Late answers are still accepted and recorded, but a failure to respond within the period may be weighed in the resolution.
Keep all communication and payment on the Platform.

Effect of These Expectations on Dispute Outcomes

These expectations are the standards against which each party’s conduct is assessed if a dispute arises. Hurricane Handyman evaluates disputes against documented criteria, applied consistently from dispute to dispute, and against the evidence recorded on the Platform — including photographs, timestamps, Platform messages, location data attached to completion records, and recorded acknowledgments.

Failure to meet an expectation set out above may be weighed against you in the resolution of a dispute and may affect the outcome, including how escrowed funds are allocated. Not all expectations carry equal weight. Some — including completing the work as bid, documenting completed work with photographs, performing work safely, and filing disputes in good faith — go to the core of the agreement and are treated as more significant than others; a failure to meet them carries correspondingly greater weight in the resolution.

Disputes are resolved on the basis of the record created on the Platform. Only communications made through the Platform’s messaging system, and information and materials recorded on the Platform — including job descriptions, photographs, bids, timestamps, completion records, and acknowledgments — form the record of your job. Statements, agreements, or arrangements made outside the Platform (including by telephone, text message, email, or in person) cannot be verified and generally will not be credited; HSW is under no obligation to consider them (see Section 11, Evidence Review). Keeping your communication on the Platform protects you: if it is not on the Platform, it generally cannot be credited in a dispute.

Because disputes are evaluated on the Platform record, conduct that is not recorded on the Platform generally cannot be credited. If the Platform requests information from you during a dispute and you do not provide it, that failure to respond may itself be taken into account in the resolution.

End of Dispute Resolution Policy