1. Introduction
This Dispute Resolution Policy outlines the required process for resolving disagreements between Homeowners/Property Managers and Contractors (collectively, “users”) regarding a job performed through the Fixrli platform. Our goal is to provide a fair, timely, and structured framework to help users resolve issues in good faith.
This policy is incorporated by reference into our
Terms of Use. All users agree to follow this process in the event of a dispute.
2. The Dispute Resolution Process
We have established a tiered process to ensure issues are handled efficiently. Users must follow these steps in order.
Step 1: Direct Communication (Required First Step)
Before a formal dispute can be initiated, you are required to first attempt to resolve the issue directly with the other user. The “Dispute/Communication Path” on the job page within the Fixrli platform should be used for this purpose.
- Users should clearly state the problem and their desired resolution.
- This direct communication period should last for at least 72 hours to allow both parties a reasonable time to respond and find a solution.
Step 2: Formal Dispute Initiation (Mediation Request)
If you cannot resolve the issue through direct communication, either user may initiate a formal dispute.
- How to Initiate: A formal dispute can be opened by selecting the “Request Mediation” option for the specific job in your Fixrli account.
- Immediate Fund Pause: Please be aware that initiating a formal dispute will immediately pause the release of any funds held for that job until the dispute is officially resolved.
Step 3: Evidence Submission
Once a dispute is initiated, both the Client and the Contractor will have 5 business days to submit all relevant evidence to the Fixrli support team through the dispute portal. Evidence may include, but is not limited to:
- A clear, written description of the issue.
- Photographs or videos of the work in question.
- The original job description and any agreed-upon work orders.
- Screenshots of relevant communications.
Step 4: Fixrli’s Facilitated Mediation
A member of the Fixrli support team will review the evidence submitted by both parties. Our role in this step is to act as a neutral facilitator, not as a judge or arbiter.
Based on the evidence, our team will issue a formal, non-binding recommendation to resolve the dispute. This recommendation may suggest one of the following outcomes:
- Full Payout to Contractor: Recommending the Client approve the job for full payment.
- Partial Refund to Client: Recommending a partial payout to the Contractor, with the remainder refunded to the Client.
- Redo the Work: Recommending the Contractor correct the specified issues at no additional charge.
Step 5: Resolution or Escalation
The non-binding recommendation will be sent to both users.
- If both parties agree to the recommendation, Fixrli will implement the proposed solution (e.g., release the appropriate funds). The dispute will then be closed.
- If either party rejects the recommendation, the informal mediation process is concluded. The funds will remain paused. The users must then proceed to the final step.
3. Final Escalation to Binding Arbitration
If facilitated mediation does not resolve the issue, the users’ sole remaining recourse is the formal dispute resolution process outlined in our main
Terms of Use . This process involves legally binding arbitration to reach a final decision. Fixrli will comply with any legally binding order that results from such an arbitration process.
4. Fixrli’s Role
Fixrli is a neutral platform that connects Clients and Contractors. This Dispute Resolution Policy is offered as a courtesy service to help users resolve their disagreements. By using this service, you acknowledge that Fixrli is not a party to your service agreement and does not guarantee the quality or outcome of any job.
