Satisfaction Guarantee, Disputes, & Protection
We want you to be able to use TIDY with confidence. If you are not happy with TIDY for any reason, cancel within 30 days to get a full refund of any subscription fees you paid to TIDY. In addition, when you book via TIDY, many pros support a satisfaction guarantee on their side, and you can also use our dispute process to help solve any issues. If for any reason you don't think TIDY is helping you manage your cleaning and maintenance pros more effectively within 30 days, we will work to make things right AND not charge anything additional from our side until things are right to your satisfaction. Note: we cannot interfere with your jobs with pros, job related issues with pros should follow your contracted dispute process and/or use or tools to help.
How does disputing the job work?
TIDY can help you manage any disputes with pros. Disputing a job typically is requesting a credit or refund from a pro. You just need to contact the pro to initiate a dispute, via the "Concierge" tab in your app after leaving them a negative review.
You can only dispute with a maximum of 1 Pro per job day.
The dispute process works like this:
- You write what you are seeking from the Pro (for example, a 100% refund) and a reason.
- They have 72 hours to respond with a counterproposal or accept your request. If they fail to respond, you win.
- If they counterpropose, you have 72 hours to respond. If you fail to respond, they win.
- If you fail to come to a resolution, then it is resolved automatically using the following formula.
- If the pro has low-quality scores, a high dispute rate, or inaccurate updates, then you will win the dispute.
- If the pro has accurate updates and high-quality scores or you have disputed more than 10% of your jobs, the pro will win the dispute.
TIDY's Dispute Process Does Not Override Any Agreements
TIDY's dispute process does not override any contractual agreements you have with a pro. Whether or not you truly owe money, or they owe money to you, is subject to your mutual agreement/contract and TIDY does not have the ability to litigate such matters. Using TIDY's dispute process does note preclude any other legal means of resolving disputes.
For clarity, under no circumstances do we cover theft unless you have a written and signed separate agreement for theft coverage. We CAN help arrange coverage for it but you must go through underwriting, pay for that protection, and sign a separate agreement for that. Regardless of whether you have purchased theft coverage, we always recommend securing or removing any valuable or personal items prior to your appointment.
To cover theft, it is generally much less expensive to (1) ensure your homeowners or renters insurance policy has coverage or (2) set up a compliance plan to only work with pros who have coverage that meets your needs.
We do also offer the option of purchasing Job Insurance, which is effectively a Money Back Guarantee, as well as additional protection offered against theft, damage, and other issues. One such coverage is the ability to get your money back on jobs you are not happy with. We are able to offer you a custom quote by contacting us in advance of any job. Please note that you cannot purchase job insurance retroactively on jobs, so please be sure to contact our team prior to any appointments so we can work with you on pricing and coverage for your unique needs. This is typically for people who have certain needs where they do not have a problem on average paying more for jobs, but they cannot pay for individual jobs that don't meet their criteria.