Financial & Dispute Policies
These policies govern all financial transactions on the EzPz platform to ensure a secure, transparent, and fair environment for both customers and service professionals.
1. The Escrow Vault System
To protect both parties, all bookings require upfront payments which are held securely in our database-backed Escrow Vault. Funds are locked in a secure transaction state and are only released to the service provider when the job is completed and verified.
[!IMPORTANT] 7-Day Auto-Release Protection: Once a service provider marks a job as "Completed" in their dashboard, the customer has exactly 7 days (168 hours) to inspect the work and verify completion. If no action or dispute is registered within this window, our background cron automatically releases the escrow funds to the vendor’s wallet.
2. Customer Cancellation Policy
We balance the schedule flexibility of our customers with the time commitment of our service providers.
- More than 12 hours before scheduled booking: You may cancel the job with zero penalty. A 100% full refund is credited back to your EzPz Wallet instantly.
- Less than 12 hours before scheduled booking: Cancellations made in this window incur a flat RM 39 cancellation penalty which is credited directly to the assigned vendor to compensate for their reserved slot. The remainder of your escrow deposit is returned to your wallet balance.
3. Vendor No-Show Policy
If an assigned provider fails to arrive at the agreed time, you can report a Vendor No-Show directly from your booking tracking page.
- Customer Protection: The booking is cancelled, and you receive an immediate 100% refund of all escrowed funds back to your wallet.
- Vendor Accountability: The provider is issued an automatic RM 39 fine debited from their wallet, and 1 Strike Point is added to their account profile. Multiple strikes will lead to temporary suspension or permanent removal from our active blast pool.
4. Work Scope Amendments & Upcharges
Occasionally, an on-site service requires additional labor or replacement parts that exceed the initial quote. All on-site payments must remain on the platform. Direct cash or private bank transfers are strictly prohibited.
- Vendor Request: The vendor submits a digital Amendment Request listing the top-up amount and the technical justification.
- Concierge Dispatch: The system generates an Amendment Invoice and sends an instant push notification and email to the customer.
- Customer Approval: The customer reviews and pays the amendment amount. The funds are immediately added to the active database escrow.
- Execution: The vendor is notified to proceed. Under no circumstances should the vendor execute the extra work before the customer pays the amendment top-up.
5. Dispute & Mediation Resolution
If you are unsatisfied with the quality or completeness of a service, you can freeze the escrow vault by opening a Dispute before the 7-day auto-release timer expires.
- Filing a dispute instantly halts all automatic release timers.
- An EzPz Admin is assigned to mediate and review the photos, communication logs, and descriptions.
- Resolutions are processed atomically through database ledger mutations, resulting in a full refund, partial refund, or complete work mandate.
Need Assistance?
- Support ticket: /help/ticket
- In-app chat: Tap Concierge in your navigation.