Financial & Dispute Policies

These policies govern all financial interactions on the EzPz Platform to ensure a safe, fair, and reliable environment for both users and vendors.

1. Escrow System

All payments for service requests are held securely in the EzPz Escrow System. The funds are only released to the vendor upon successful completion and your verification of the job.

7-Day Auto-Release: Once a vendor marks a job as "Completed", you have 7 days to verify the work. If no action is taken within 7 days, the funds will be automatically released to the vendor.

2. Cancellation Policies

We understand that plans change. Our cancellation policy is designed to balance flexibility for users with fairness to our vendors' schedules.

• More than 12 hours before the scheduled time: You may cancel the request without any penalty. A full refund will be credited back to your EzPz Wallet instantly.
• Less than 12 hours before the scheduled time: Cancellations made within this window will incur a flat RM 39 penalty which compensates the assigned vendor for their reserved time. The remaining balance of the escrowed amount will be refunded to your wallet.

3. Vendor No-Show Policy

If a vendor fails to arrive within a reasonable timeframe of the scheduled appointment, you have the right to report a "Vendor No-Show" directly from the Request Tracking page.

• For the User: The job will be cancelled, and you will receive a 100% full refund of the escrowed amount back to your wallet.
• For the Vendor: The vendor will be penalized with an RM 39 fine deducted from their wallet, and they will receive 1 Strike Point on their profile. Accumulating multiple strike points may lead to suspension or permanent banishment from the platform.

4. In-Job Amendments & Extra Costs

Occasionally, a job may require extra materials or unforeseen labor. Vendors are strictly prohibited from collecting cash or direct transfers on-site.

• Vendor Action: The vendor must use their app to submit an "Amendment Request" outlining the extra costs and reasons.
• User Action: You must review this amendment in your Request Tracking interface.
• Execution: The vendor cannot proceed with the extra work until you have approved the amendment and topped up the required funds into Escrow.

5. Dispute Resolution

If you are unsatisfied with the quality of the service provided, you can freeze the Escrow process by opening a Dispute.

• This will notify an EzPz Admin to step in as a mediator.
• Both parties will correspond via the Mediation Center until a resolution (e.g., partial refund, full refund, or completion mandate) is agreed upon.