Dispute Resolution Policy

This Dispute Resolution Policy ("Policy") governs all disputes arising from transactions facilitated through the Helperr platform. This Policy is incorporated by reference into Helperr's Terms of Service and Subcontractor Platform Agreement. By using the Helperr platform, both homeowners and Pros agree to be bound by this Policy.

1.Helperr's Role in Disputes

Helperr is a technology platform. Helperr is not a general contractor, employer, guarantor, or party to the service agreement between a homeowner and a Pro. In any dispute, Helperr's authority and involvement is strictly limited to the following:

• Acknowledging receipt of disputes filed through the platform
• Facilitating communication between the homeowner and the Pro by providing contact information to both parties
• Holding undisbursed funds pending resolution where applicable
• Making a determination solely on whether to release or reverse undisbursed funds
• Providing both parties with available transaction records, signed agreements, and platform documentation relevant to the dispute

Helperr does not and will not make determinations about the quality of workmanship, whether services were performed to a professional standard, whether materials used were appropriate, or any other matter requiring assessment of the physical work performed. Those determinations are between the homeowner and the Pro.

2.Filing a Dispute

2.1 Platform First Required

Before taking any legal action against Helperr or any Pro introduced through Helperr, you must first file a dispute through the Helperr platform using the dispute function in your project dashboard. Failure to file through the platform first waives any claim against Helperr related to that dispute.

2.2 How to File

Navigate to your project dashboard, locate the relevant job, and tap "File a dispute." You will be asked to provide a description of the issue, the specific amount in dispute, and any supporting documentation including photos, messages, or receipts.

2.3 Acknowledgment

Helperr will acknowledge receipt of your dispute within 48 hours of submission through the platform.

2.4 Filing Deadline — Critical

To request a hold on any undisbursed final payment, you must file your dispute before Helperr disburses that payment to the Pro. Once funds have been disbursed Helperr cannot reverse them. File your dispute as early as possible — do not wait until after final payment has been released.

3.Funds Already Disbursed — Deposits and Prior Payments

3.1 Helperr Cannot Reverse Disbursed Funds

If the funds in dispute have already been disbursed to the Pro, Helperr has no ability to reverse, recall, or refund those funds. This includes all deposit payments and any final payments already released.

3.2 Your Recourse for Disbursed Funds

If funds have already been disbursed to the Pro and you believe you are entitled to a refund, your recourse is directly against the Pro. Helperr will assist you by providing the Pro's full legal name, business name, phone number, email address, signed agreement, and any other contact or documentation available in our platform records. Helperr will also flag the Pro's account and may suspend or deactivate the Pro pending resolution of a serious complaint.

3.3 No Helperr Liability for Disbursed Funds

Helperr accepts no liability for any funds already disbursed to a Pro. Your dispute for disbursed amounts is solely with the Pro. If the Pro refuses to refund you, your options include direct negotiation, small claims court in Bexar County Texas for amounts under $20,000, or formal legal action against the Pro.

3.4 Helperr Cooperation

If you pursue legal action against a Pro, Helperr will cooperate with valid legal process by providing relevant platform records, signed agreements, and transaction history as required by law or court order.

4.Undisbursed Funds — What Helperr Can Do

4.1 Hold on Undisbursed Final Payment

If you file a valid dispute before Helperr disburses the final payment to the Pro, Helperr will hold those funds pending resolution of the dispute. Helperr will notify the Pro that a dispute has been filed and that payment is being held.

4.2 Helperr's Determination on Undisbursed Funds

For disputes involving undisbursed funds of $500 or less, Helperr will review the available platform documentation and make a final determination on whether to release or reverse those funds within 7 business days of receiving complete documentation from both parties. Helperr's determination on undisbursed funds is final and binding for amounts of $500 or less.

4.3 Disputes Over $500

For disputes involving undisbursed funds exceeding $500, Helperr will hold the funds for up to 7 business days while facilitating communication between the parties. If the parties cannot reach resolution within that period, the dispute shall be submitted to binding arbitration as described in Section 6. Helperr will hold the undisbursed funds until the arbitrator issues a final decision.

4.4 What Helperr Does Not Determine

Helperr will not make any determination about whether work was performed to a professional standard, whether materials were appropriate, whether the scope of work was completed satisfactorily, or any other matter requiring physical assessment of the work. Those are matters between the homeowner and the Pro.

5.Dispute Process and Timeline

1. 0

   Dispute filed

   Dispute filed through platform by homeowner or Pro.

2. 48h

   Acknowledged

   Helperr acknowledges receipt and notifies the other party.

3. 1–3

   Documentation window

   Both parties submit photos, messages, receipts, and descriptions. Each party has 3 business days from acknowledgment.

4. 4–7

   Review & determination

   Helperr reviews documentation. For disputes of $500 or less, Helperr issues a final determination on undisbursed funds. For disputes over $500, Helperr facilitates final communication.

5. 7

   Referral or close

   If unresolved and over $500, dispute is referred to arbitration. Undisbursed funds continue to be held pending arbitration.

5.1 No Extensions

Helperr will not extend the 7 business day resolution window. Disputes not resolved within this window proceed to arbitration if over $500 or are decided by Helperr if $500 or under.

5.2 Failure to Respond

If either party fails to submit documentation within the 3 business day window, Helperr may make its determination based on available information or rule in favor of the responding party at Helperr's sole discretion.

6.Arbitration for Disputes Over $500

6.1 Mandatory Arbitration

Any dispute exceeding $500 that is not resolved through the platform dispute process described above shall be resolved by binding arbitration in San Antonio, Texas (Bexar County) under the Commercial Arbitration Rules of the American Arbitration Association.

6.2 Arbitrator's Authority

The arbitrator shall have authority to award any remedy available at law or in equity, including monetary damages, injunctive relief, and attorneys' fees. The arbitrator's decision is final and may be entered as a judgment in any court of competent jurisdiction.

6.3 No Class Actions

All disputes must be brought in the parties' individual capacity. No dispute may be brought as a class action, class arbitration, or any other representative proceeding. You waive any right to participate in a class action related to any Helperr dispute.

6.4 Attorneys' Fees

The prevailing party in any arbitration shall be entitled to recover reasonable attorneys' fees and costs from the non-prevailing party.

6.5 Governing Law

All disputes are governed by the laws of the State of Texas without regard to conflict of law principles.

7.Pro-Initiated Disputes

Pros may also file disputes through the platform in the following circumstances:

• A homeowner has not released final payment and has not filed a dispute within the disbursement window
• A homeowner has filed what the Pro believes is a fraudulent or bad-faith dispute
• A change order was approved by the homeowner but payment is being withheld

Pro disputes are subject to the same process and timeline described in Sections 2 through 6.

8.Abuse of Dispute Process

Filing a dispute in bad faith, providing false documentation, or abusing the dispute process to delay payment without legitimate basis constitutes a breach of the applicable Helperr agreement and may result in immediate account suspension. Helperr reserves the right to rule against any party found to be acting in bad faith.

9.Limitation on Helperr's Liability

Nothing in this Policy creates any liability for Helperr beyond what is stated in the Terms of Service and Subcontractor Platform Agreement. Helperr's maximum liability in connection with any dispute is limited to the amount of undisbursed funds Helperr holds at the time the dispute is filed. Helperr is not liable for any indirect, consequential, or punitive damages arising from any dispute or from Helperr's handling of any dispute.

10.Updates to This Policy

Helperr may update this Policy at any time with 14 days notice posted on the platform. Continued use of the platform after the effective date of any update constitutes acceptance of the updated Policy.

11.Contact

To file a dispute use the dispute function in your project dashboard. For questions about this Policy contact support@helperr.app.

See also: Terms of Service · Privacy Policy