Disputes — how they work

When you don't agree

The vast majority of jobs end without problems. But if something goes wrong, there's a clear dispute process — and the money stays safely locked in the neutral account throughout.

1. Talk to each other first

Many misunderstandings are resolved in chat. All communication is saved and can be used as evidence if the dispute escalates.

2. Open a dispute

Both customer and provider can open a dispute on an active payment under Disputes in your dashboard. State the reason and describe what happened. You can attach evidence, such as photos.

3. Propose a settlement

In the dispute view you can propose a split of the amount (e.g., a partial refund). If the other party accepts, it's executed immediately.

4. Helpo's support decides

If you can't agree, Helpo's support team reviews the case: job description, chat history, and evidence. The decision can be a full refund, full payout, or a split.

Already have a support ticket?

If you've contacted support about an active payment, the ticket can be linked to the dispute — you don't need to register the same issue twice.