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.

When a Provider marks a Booking complete, the Customer has 24 hours to file a dispute through the Service. If no dispute is filed within 24 hours, the Job Total is released to the Provider net of Marketplace Fees.

The 24-hour window is intended to keep money moving for honest work while giving Customers a real opportunity to flag problems. After auto-release, a dispute is still possible — but recovery is limited to a chargeback (Section 6 below) or to the rights described in Section 4.

A Customer may still file a dispute through the Service after the 24-hour window, up to six monthsafter the Booking’s completion timestamp. Disputes filed in this window are reviewed by eLinked but recovery is limited and may not be possible if funds have been paid out to the Provider and the Provider does not voluntarily refund.

A Customer who fails to file within six months forfeits the right to dispute that Booking through eLinked. This six-month limit 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. notify the Provider and request a written response within 72 hours;
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. issue a written determination within 14 calendar days, 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— Customer did not appear within 30 minutes of the scheduled start without prior notice.
• 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.

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.