Disputes Policy

If you have an issue with a Booking — quality, scope, pricing, or anything else — your first step is to contact the other party through the Service’s messaging. Most issues resolve quickly and amicably this way. eLinked does not generally intervene in routine service disputes.

A Customer may file a dispute through the Service for:

• Service not performed— Provider was a no-show or refused to perform the agreed Service.
• Service materially incomplete— Service was partially performed and unfit for its agreed purpose.
• Service materially defective— Service was performed but in a manner that falls below the workmanship standards in our Terms.
• Charge does not match the agreement— final charge exceeds an agreed Quote, or otherwise violates our Terms.
• Damage to property caused by the Provider during performance.

Each Booking has a dispute window, which opens when the Booking is marked complete or when the Job Total is fully paid, whichever the Service records first. The window’s length depends on the Job Total: 24 hours for Job Totals up to $500; 48 hours above $500 up to $1,500; 72 hours above $1,500 up to $3,000; and 7 days above $3,000. The window and its deadline are shown in the Service for each Booking. If no dispute is filed before the window closes, the Job Total is released to the Provider net of Marketplace Fees.

The dispute window is intended to keep money moving for honest work while giving Customers a real opportunity to flag problems. After release, recovery is limited to a chargeback (Section 6 below) or to rights under applicable law.

A dispute is filed through the Service while the Booking’s dispute window is open; the Service shows the deadline. After the window closes and funds are released, eLinked cannot reverse the release, and recovery is limited to a chargeback (Section 6) or to rights under applicable law. An open dispute that remains unresolved six months after the Booking’s completion may be closed by eLinked. This does not waive any non-waivable right under applicable consumer-protection law, including the Washington Consumer Protection Act (Chapter 19.86 RCW).

When a Customer files a dispute, we:

1. ask each party for a written statement, normally within 24 hours of the dispute opening;
2. review the messages exchanged in the Service, the job description, the completion timestamp, attached photos, and any other relevant evidence;
3. if needed, request additional information from either party;
4. review the statements and evidence and issue a written determination, normally within 48 hours, which may include:
   • full refund to the Customer (Deposit + Job Total);
   • partial refund;
   • no refund;
   • referral to chargeback or external dispute resolution if the matter exceeds eLinked’s competence.

eLinked is not a court or arbitrator. Our determination is the platform’s internal decision and does not waive your right to pursue legal remedies subject to Section 17 of the Terms.

A Customer may dispute a charge directly with their card issuer. eLinked will cooperate with chargeback investigations. A chargeback initiated without first attempting resolution through the Service may, at our discretion, result in suspension of Customer privileges. Repeated unfounded chargebacks may result in account termination.

A Provider may file a dispute for:

• Customer no-show— the Customer did not appear for the scheduled Booking.
• Out-of-scope demand— Customer demanded work outside the agreed scope without a separate Booking or Quote.
• Unsafe site or harassment.
• Non-payment— Customer’s card declined and they have not provided an alternative payment method.

Some categories are filed through the Service’s Other option with a written description.

A Provider dispute follows the same review process as Section 5.

Confirmed dispute outcomes may result in strikes on a User’s account as described in Section 13 of the Terms.

Claims involving eLinked itself (rather than between Customer and Provider) are governed by the Arbitration Agreement and Class Action Waiver in Section 17 of the Terms.

To file a dispute, use the in-app dispute flow on the Booking detail screen. For questions about an existing dispute, email support@elinkedapp.com with the Booking ID in the subject line.