Trust, Safety & Conflict Resolution
EzPz is built on trust. Every service booking is backed by our Escrow Protection and Dispute Resolution system.
How Escrow Protects You
When you pay for a service, your money is held securely in escrow — it is not released to the vendor until:
- You confirm the job is complete, OR
- 7 days pass after the vendor marks the job as complete (auto-release).
This means the vendor is only paid once you are satisfied.
Filing a Dispute
If you are not happy with the service delivered, you can file a dispute before the 7-day auto-release window closes.
Steps to file a dispute:
- Go to Profile → My Bookings.
- Select the relevant booking.
- Tap Report an Issue.
- Select a reason (e.g., work not completed, quality issues, no-show).
- Upload any evidence: photos, screenshots, or a written description.
- Submit.
Our admin team will review your case within 2 business days.
Dispute Outcomes
| Resolution | What Happens |
|---|---|
| Full Refund | 100% of your payment is returned to your wallet |
| Partial Refund | A portion is refunded based on work completed |
| Redo Service | Vendor is required to redo the job at no extra cost |
| Release to Vendor | Funds released if admin finds the complaint unsubstantiated |
Vendor Strike System
Vendors who fail to show up, deliver poor quality, or violate our policies accumulate strikes:
- 3 strikes: Formal warning and RM 39 penalty
- 4 strikes: Automatic account suspension
This keeps our vendor network accountable.
Reporting Fraudulent Listings (Cars/Properties)
If you believe a car or property listing is fraudulent or misleading:
- Open the listing.
- Tap Report Listing (flag icon).
- Select the issue type and provide details.
- Our moderation team reviews within 24 hours.
Zero-Tolerance Policies
The following will result in immediate account suspension:
- Listing stolen or cloned vehicles/properties
- Providing false company ROC/SSM details
- Harassment of other users or EzPz staff
Contact Support
For urgent safety concerns, reach us directly via the Concierge chat or submit a ticket at /help/ticket.