FixZone Cancellation, Refund, and Dispute Resolution Policy

1. Definitions

• Client: User seeking or booking services.
• Provider: Independent contractor offering services.
• Booking: A confirmed job through FixZone.
• Service Fee: FixZone’s fee charged to Clients or Providers.
• Dispute: A formal request for assistance regarding a job outcome.

2. Client Cancellations

2.1 Cancellation Before Provider Accepts

If a Client cancels before a Provider accepts the job:

• No cancellation fee applies
• No payment is processed

2.2 After Provider Accepts but Before Arrival

If the Client cancels after acceptance by the Provider:

• A cancellation fee may apply
• The fee amount is shown before booking confirmation
• Provider keeps 100% of the cancellation fee minus FixZone fees

2.3 Cancellation After Provider Arrives

Client may be charged:

• A full cancellation fee, or
• A minimum service charge (varies by category)

2.4 Client No-Show

If Provider arrives and Client does not provide access:

• Full cancellation fee
• Minimum service charge
• Possible travel or inspection fees

3. Provider Cancellations

3.1 Provider Cancels Before Arrival

• Client receives a full refund
• FixZone may help rebook another Provider
• Repeated cancellations may result in penalties

3.2 Provider No-Show

• Client may receive FixCoin or partial refund
• Provider may lose FixCoin rewards
• Provider may face account penalties

4. Refund Policy

Clients may qualify for full or partial refunds if:

• Provider did not perform the service
• The service was incomplete
• Unprofessional Provider behavior occurred
• Provider caused damage (with proof)
• Provider misrepresented skills
• Incorrect or duplicate charge occurred
• Job was canceled due to Provider fault

Evidence may include:

• Photos/video
• Chat logs
• Before/after proof
• Inspection reports

FixZone’s decision is final.

4.1 Non-Refundable Situations

• Client changed their mind
• Client misrepresented job details
• Wrong address or unsafe access
• Issue from pre-existing conditions
• Client declined recommended additional work
• Subjective dissatisfaction without evidence
• FixCoin cannot be refunded

4.2 Refund Method

• Refunds go to original payment method only
• Minus Stripe non-refundable fees
• FixCoin used is not returned

5. Dispute Resolution Process

5.1 How to File a Dispute

Disputes can be filed through:

• FixZone app ("Report an Issue")
• Email: info@fixzone.app

Include:

• Job ID
• Description
• Photos or videos
• Screenshots of communication

5.2 FixZone’s Role

• Review evidence from both sides
• Decide if compensation is warranted
• Request additional info if needed
• Decline cases with insufficient evidence

FixZone’s decision is final.

5.3 Possible Outcomes

• Partial refund
• Full refund
• Denial of refund
• FixCoin credits
• Provider penalties
• Client penalties
• Account suspension or termination

6. FixCoin and Disputes

• FixCoin is non-refundable
• Not reinstated after disputes
• Non-withdrawable and non-transferable
• Using FixCoin does not increase refund eligibility

7. Chargebacks

If a Client files a chargeback:

• Client account may be suspended
• FixZone submits all evidence to Stripe
• FixZone may recover disputed amounts
• FixCoin earned from that job may be reversed

8. Abuse & Fraud Prevention

Zero tolerance for:

• Fake disputes
• Staged damages
• Fraudulent refund requests
• Repeated cancellations
• FixCoin manipulation
• Off-platform transactions
• Identity fraud
• Submitting false evidence

Accounts may be suspended, terminated, or referred to authorities.

9. Liability Limitations

As a neutral marketplace:

• FixZone is not responsible for Provider or Client actions
• FixZone is not liable for property damage or injuries
• Responsibility is limited to platform functionality

See our Terms of Service for full details.

10. Updates to This Policy

FixZone may update this Policy at any time. Continued use of the platform indicates acceptance of the updated version.