Refunds and Disputes

Although most jobs complete without issues, sometimes situations arise that require a refund or opening a dispute. This guide explains how the process works, what you can expect, and how to resolve conflicts fairly.

📋 Policy Summary

🔄 Refunds Without Dispute

Cancellation Before Accepting Helper

Situation:

• You posted the job
• You haven't accepted any helper/offer yet

Process:

1. Go to your posted job
2. Tap Cancel job
3. Confirm cancellation
4. ✅ Job canceled immediately

Consequences:

• ✅ No charge (nothing was pre-authorized)
• ✅ No penalty
• ✅ You can repost whenever you want

Cancellation >2 Hours Before Start

Situation:

• You already accepted a helper
• More than 2 hours remain until agreed window

Process:

1. Go to your active job
2. Tap Cancel job
3. Select reason: "No longer need it / Changed plans / Other"
4. Confirm cancellation

Consequences:

• ✅ Pre-authorization released (100%)
• ✅ No penalty
• ⚠️ Helper receives notification
• ⚠️ Affects your cancellation rate

Timeline:

Cancellation: Immediate
Release: Automatic
Bank reflection: 1-5 business days (depends on bank)

Cancellation <2 Hours Before Start

Situation:

• You already accepted a helper
• Less than 2 hours remain (or helper is "on the way")

Process:

1. First: Try contacting helper via chat
2. If no alternative: Cancel job
3. Select reason
4. Confirm (you'll see penalty warning)

Consequences:

• ⚠️ 50% of agreed price is captured
• ⚠️ Helper receives compensation
• ⚠️ ReciGo collects commission on 50%
• ⚠️ Severely affects your cancellation rate

Financial example:

Agreed price: €50
Service fee: €1.49
TOTAL pre-authorized: €51.49

Cancel <2h before:
- You're charged: €25.75 (50% of total)
  ├─→ Helper receives: €21.25
  └─→ ReciGo: €4.50 (fee + commission)
- Refunded to you: €25.74

Customer No-Show (You're Not There)

Situation:

• Helper arrived at location
• You're not present
• You don't respond to messages/calls after 15 minutes

Helper's process:

1. Arrives at location
2. Sends you message/calls
3. Waits 15 minutes
4. Marks "Customer unavailable"
5. Uploads evidence photo (entrance, GPS location)

Consequences for you:

• ❌ 100% of payment is captured
• ❌ Helper receives full compensation
• ❌ Penalty on your account
• ❌ Possible suspension (if repeat offender)

Avoid by:

• ✅ Keep notifications active
• ✅ Be available during agreed window
• ✅ Notify in advance if there's a change

Helper No-Show (Doesn't Arrive)

Situation:

• Job window started

• 30 minutes have passed without contact

• Helper doesn't respond to messages

Process:

1. Wait 30 minutes from window start
2. Try contacting via chat (3 messages)
3. Try calling through app
4. Tap "Report no-show"
5. ReciGo contacts the helper

Consequences:

• ✅ Pre-authorization released immediately
• ✅ Job returns to "published" (you can choose another)
• ✅ No charge to you
• ⚠️ Helper receives serious penalty
• ⚠️ Possible helper suspension

Additional compensation:

• If it caused major inconvenience: Possible €10-20 credit

⚖️ Disputes: When and How to Open Them

Situations That Justify a Dispute

🔴 Job Not Completed Correctly

Examples:

• Didn't take everything agreed (left objects)
• Didn't take it to correct destination
• Didn't recycle/dispose where they should
• Abandoned job midway

🔴 Damaged Objects

Examples:

• Broken/scratched furniture
• Damaged appliances
• Lost objects
• Inadequate packaging caused damage

🔴 Inappropriate Conduct

Examples:

• Offensive language
• Aggressive attitude
• Inappropriate behavior
• Theft

🔴 Improper Charging

Examples:

• Asked for extra payment outside app
• Price different from agreed
• Incorrect commission

Situations That Do NOT Justify Dispute

✅ Resolved via Chat

• Small misunderstandings clarified
• Delays notified in advance
• Mutually agreed changes

✅ Minor Problems

• Arrived 10 min late but notified
• Vehicle not very clean but worked well
• Little communication but completed correctly

✅ Unrealistic Expectations

• "Took 40 min, expected 20" (but completed well)
• "Wasn't as friendly as expected"
• Subjective reasons without real impact

📝 How to Open a Dispute

Deadline: 24 Hours

You have 24 hours from when the job was marked "completed" to open a dispute.

After 24h:

• ❌ You cannot open a dispute
• ❌ Payment is final
• ✅ You can report the helper (suspension) but no refund

Step-by-Step Process

Step 1: Access the Dispute

From the app:

1. Go to Jobs → History
2. Select the completed job
3. Tap ⚠️ I have a problem / Open dispute

From email:

Subject: Your job with Miguel was completed

[...content...]

Any problem? [Open dispute]

Step 2: Select Reason

Choose the category that best describes the problem:

Available categories:

• 📦 Job not completed correctly
• 💥 Damaged or lost objects
• 🚫 Job not performed (abandoned)
• 😠 Inappropriate conduct
• 💰 Billing problem
• 🔧 Other (specify)

Step 3: Describe the Problem

Text field (200-1,000 characters):

What to include:

• 📅 What happened (chronological)
• 🎯 What you expected vs what you received
• 💰 How much refund you're requesting (partial/full)
• 📷 Mention you'll upload evidence

Example of good description:

The helper was supposed to take 5 boxes + 1 sofa to
the recycling center. Only took 4 boxes and left
the sofa in my lobby. Said it "didn't fit" even though
his profile said 3m³ van. The sofa measures ~2m³.
I have photos of sofa still in my lobby (1 hour after
"completing") and his van half empty. Requesting 50%
refund since only did half the work.

Step 4: Upload Evidence

Types of evidence:

📸 Photos (up to 6):

• Object damage (close-up)
• Objects not collected (with timestamp)
• Incorrect location
• Vehicle (if relevant)
• Chat screenshots (if promised something)

💬 Chat Screenshots:

• Prior agreements
• Admission of error
• Unfulfilled promises

📄 Documents:

• Repair receipts (if there was damage)
• Quotes
• Original condition photos

🕐 Timeline:

• Photos with visible time
• Geolocation if relevant

Step 5: Review and Submit

Summary screen:

Reason: Damaged objects
Description: [Your text]
Evidence: 3 photos attached
Requested refund: €25.75 (50%)

[Submit dispute]

Confirm:

1. Tap Submit dispute
2. ✅ Dispute created
3. You receive case number: #DSP-2026-01234

What Happens After Opening Dispute?

Typical Timeline

Day 0 (immediate):

🔔 Dispute opened
- Your payment is held
- Helper receives notification
- Has 48h to respond

Day 1-2 (helper response):

📝 Helper responded
- Sent their version
- Uploaded their evidence
- ReciGo begins review

Day 3-5 (ReciGo investigation):

🔍 Team reviewing case
- Analyzing evidence from both sides
- Reviewing chat/photos/timeline
- May request additional information

Day 5-7 (resolution):

✅ Dispute resolved
- Final decision
- Refund processed (if applicable)
- Ratings unlocked

🏆 Dispute Resolution

Possible Outcomes

Full Refund (100%)

When:

• Job clearly not completed
• Helper didn't respond / has no evidence
• Serious unacceptable conduct

What happens:

• ✅ You receive 100% back (€51.49)
• ❌ Helper receives nothing (€0)
• ⚠️ Helper receives account penalty
• 📊 Affects their rating and visibility

Timeline: 5-10 business days in your account

Partial Refund (50-70%)

When:

• Job partially completed
• Minor damage to objects
• Both parties have some point

What happens:

• ✅ You receive percentage back (e.g., €25.75 of €51.49)
• ⚠️ Helper receives the rest (€21.25)
• ⚠️ Both receive notes on profile

Example:

Price: €50 + €1.49 fee = €51.49 total

Decision: 50% refund
- You receive: €25.75
- Helper receives: €21.25 (€50 × 42.5%)
- ReciGo: €4.49 (fee + commission)

No Refund (0%)

When:

• Job completed correctly according to evidence
• Your expectations weren't realistic
• No evidence of your claim

What happens:

• ❌ You receive nothing back
• ✅ Helper receives full payment
• ⚠️ Note on your profile (if abuse pattern detected)

❓ Frequently Asked Questions

✅ Best Practices

To Avoid Needing Disputes

1. Choose helpers carefully (rating, reviews)
2. Communicate clearly in chat before accepting
3. Take photos of objects before job
4. Be present during job when possible
5. Review photos helper uploads in real-time

If You Need to Open Dispute

1. Act quickly (remember: 24h deadline)
2. Gather evidence before opening
3. Be factual (avoid emotional language)
4. Be specific about what went wrong
5. Request reasonable refund amount
6. Respond promptly to ReciGo questions

Related Articles

• When Your Card is Charged
• Cancellation Policy
• Platform Fees
• Leaving Ratings

Last updated: January 31, 2026

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