Dispute Resolution Policy

A customer or worker may open a dispute when a job is not completed, is materially different from the booking, payment is disputed, safety is at risk, or there is suspected fraud.

The dispute should include a clear reason, booking reference, chat records, photos, videos, receipts, location information, and any other useful evidence.

SureWorkers may freeze escrow once a dispute is opened. Compliance, risk, support, finance, or operations users may review the issue depending on the case type.

SureWorkers may contact the payment protection provider where a transaction needs to be frozen, released, refunded, split, or dismissed.

Possible outcomes include release payment to worker, refund customer, split funds, request more evidence, suspend an account, remove a review, or escalate for regulatory/legal handling.

Users should receive a decision note. Serious complaints should have a tracking reference and a clear response timeline.

Where a matter involves a regulated financial institution or payment account, the user may also have escalation rights through the relevant institution and regulator after the SureWorkers complaint process is exhausted.

SureWorkers should keep dispute audit logs to support customer protection, payment reconciliation, and compliance review.