Dispute Resolution Process
Last Updated: November 30, 2025
1. Our Commitment
WiroTask is committed to fair and efficient dispute resolution. We understand that disagreements can happen, and we're here to help both parties reach a reasonable solution.
2. When to File a Dispute
File a dispute if:
- Task was not completed as agreed
- Quality of work significantly differs from expectations
- Tasker did not show up or cancelled last minute
- Payment was not received for completed work
- Client is unresponsive after task completion
- Safety or policy violations occurred
- Property damage or theft
- Unauthorized charges or billing errors
3. Resolution Process Steps
Direct Communication (Required)
Timeline: Attempt for 24-48 hours
Before filing a formal dispute, try to resolve the issue directly:
- Use WiroTask messaging to communicate (maintains evidence)
- Clearly state the issue and what you need to resolve it
- Listen to the other party's perspective
- Propose reasonable solutions
- Keep communication professional and factual
- Take screenshots of important messages
Success Rate: ~70% of issues resolve at this stage
File Formal Dispute
Timeline: Within 48 hours of issue or task completion
If direct communication fails, file a dispute:
- Go to the task page and click "File Dispute"
- Or email: disputes@wiroko.com
- Provide task ID and clear description of the issue
- Include all relevant evidence (see section 4)
- State your desired resolution (refund amount, payment, etc.)
Note: Payment is automatically held until resolution
Review & Investigation
Timeline: 3-5 business days
Our dispute resolution team:
- Reviews all evidence from both parties
- Checks platform messages and activity logs
- May contact both parties for additional information
- Consults task description and agreed terms
- Reviews user history and ratings
- Applies WiroTask policies and industry standards
Response Required: Parties must respond to inquiries within 48 hours
Decision & Resolution
Timeline: Within 7 business days of filing
Possible outcomes:
- Full refund to Client: Task not completed or major issues
- Partial refund: Task partially completed
- Full payment to Tasker: Work completed as agreed
- Partial payment: Compensation for partial completion
- Split decision: Both parties partially at fault
- Account action: Warnings, suspension, or termination for violations
Notification: Both parties receive detailed decision explanation
Appeal (Optional)
Timeline: Within 7 days of decision
Either party can appeal if:
- New evidence is available that wasn't considered
- There's a clear error in the decision
- Material facts were misunderstood
Note: Appeals are reviewed by a senior team member. Decision is final after appeal.
4. Evidence Guidelines
Strong evidence improves resolution speed and fairness. Provide:
📸 Photo/Video Evidence
- Before photos showing initial condition
- During photos documenting work progress
- After photos showing final result
- Timestamps on media (automatic in-app photos)
- Wide shots and close-ups of issues
- Videos demonstrating problems (max 2 minutes)
💬 Communication Records
- Screenshots of WiroTask messages
- Time-stamped conversations
- Any agreements or changes to original terms
- Evidence of unresponsiveness
📄 Documentation
- Original task description and requirements
- Receipts for materials or supplies
- Professional assessments (for damage claims)
- Police reports (for theft or serious incidents)
- Medical records (for injury claims)
⏱️ Timeline Information
- Scheduled start/end times
- Actual arrival/departure times
- Duration of work performed
- When issues were first noticed/reported
5. Common Dispute Scenarios
Scenario: "Task Not Completed"
What WiroTask Considers:
- Did Tasker show up? (GPS check-in data)
- What percentage was completed?
- Were there valid reasons for non-completion?
- Did Client prevent completion (access, materials)?
Typical Resolution: Partial refund based on completion percentage
Scenario: "Poor Quality Work"
What WiroTask Considers:
- What were the original expectations? (task description)
- Are standards subjective or objective?
- Did Tasker have necessary skills listed?
- Was work redone or correctable?
Typical Resolution: Opportunity to fix issues, or partial refund
Scenario: "Client Won't Pay"
What WiroTask Considers:
- Was work completed per description?
- Did Tasker provide evidence (photos)?
- Did Client mark task complete?
- Are there legitimate quality concerns?
Typical Resolution: Payment released if work verified complete
Scenario: "Property Damage"
What WiroTask Considers:
- Before/after photo evidence
- Was damage pre-existing?
- Was damage accidental or negligent?
- Repair/replacement cost estimates
Typical Resolution: Tasker liable for repair costs (may use insurance)
6. Decision Criteria
Our team evaluates disputes based on:
- Task Agreement: What was promised vs. delivered
- Platform Policies: Terms of Service, Community Guidelines
- Evidence Quality: Objective proof (photos, timestamps, messages)
- User History: Past behavior, ratings, dispute history
- Industry Standards: Reasonable expectations for task type
- Good Faith Efforts: Did both parties try to resolve amicably?
- Fairness: Equitable outcome for both parties
7. What We Don't Mediate
WiroTask cannot resolve disputes involving:
- Off-platform arrangements or payments
- Tasks completed before WiroTask account creation
- Personal relationships or non-business conflicts
- Matters requiring legal expertise (consult a lawyer)
- Disputes filed more than 30 days after task
- Criminal matters (report to police first)
8. Preventing Disputes
Best Practices to Avoid Disputes
- Clear Communication: Set expectations upfront
- Detailed Descriptions: Be specific in task posts
- Document Everything: Take before/after photos
- Use Platform Messaging: Maintains evidence trail
- Confirm Understanding: Verify mutual agreement before starting
- Address Issues Immediately: Don't wait until completion
- Give Benefit of Doubt: Assume good faith first
- Leave Honest Reviews: Help others make informed decisions
9. Impact on Your Account
Frequent disputes may result in:
- Account review and investigation
- Required completion of training modules
- Temporary restrictions on booking/accepting tasks
- Lower search ranking for Taskers
- Account suspension (if pattern of bad behavior)
- Permanent ban (for serious or repeated violations)
Note: Filing legitimate disputes does not negatively impact your account. We only take action for abuse of the dispute system or policy violations.
10. Legal Arbitration
If you disagree with WiroTask's final decision (after appeal), you may pursue binding arbitration as outlined in our Terms of Service. However, WiroTask's decision is generally final and binding.
For disputes exceeding $5,000 USD or involving serious legal claims, consult with a lawyer about your options.
11. Contact Dispute Team
For dispute-related questions or to file a dispute:
Dispute Email: disputes@wiroko.com
General Support: support@wiroko.com
Legal Questions: legal@wiroko.com
Average Response Time: 24 hours for initial acknowledgment
Average Resolution Time: 5-7 business days