Trust, Safety & Dispute Mediation
EzPz is built on security and accountability. Every concierge booking is fully protected by our Database-Backed Escrow System and Dispute Mediation Center.
1. How Escrow Protects You
When you make a payment for a booking, the money is never given to the vendor upfront. Instead, it is locked in a secure transaction state inside our PostgreSQL database. The funds are only released to the vendor when:
- You Confirm Completion: You tap "Confirm Job Done" after inspecting the work, which releases the funds immediately.
- The 7-Day Timer Expires: If you take no action, a cron-backed background service automatically releases the funds exactly 7 days (168 hours) after the vendor marked the job as complete.
This guarantees that your money is safe and the provider is motivated to deliver high-quality work.
2. Filing a Dispute
If you are unsatisfied with the quality of the service, or if the vendor marked the job complete without doing the work, you can freeze the escrow by filing a dispute before the 7-day window closes.
Steps to File a Dispute:
- Navigate to your Profile → My Bookings.
- Select the booking in question.
- Tap Report an Issue / File Dispute.
- Provide a clear description of the issue and upload supporting photos or evidence.
- Submit.
[!NOTE] Submitting a dispute instantly suspends the 7-day auto-release timer. The escrow status will change to
disputed, and the funds will remain locked securely in the database until resolved by our moderation team.
3. Dispute Resolutions & Ledger Integrity
An EzPz mediator will review the case, inspect evidence from both sides, and issue a final resolution within 2 business days.
Because our financial system is backed by a transactional ledger database, all dispute decisions are executed using strict rollback locks. This prevents double-crediting and ensures absolute ledger integrity.
Possible resolutions include:
| Outcome | What Happens | Database Ledger Action |
|---|---|---|
| Full Refund | 100% of the booking cost is returned to you. | Atomic debit on Escrow, credit on Customer Wallet. |
| Partial Refund | Booking cost is split based on completed milestones. | Multi-way split credit to Customer and Vendor wallets. |
| Redo Service | Vendor is ordered to fix issues at no additional cost. | Escrow remains locked until the redo is completed. |
| Release to Vendor | Escrow is released if the complaint is found unsubstantiated. | Standard 90% credit to Vendor Wallet, 10% to platform. |
4. Vendor Strike System
To keep our provider network professional and reliable, vendors are subject to a strict strike system:
- 1 Strike: Issued for unexcused no-shows. An automatic RM 39 fine is debited from their wallet to compensate the customer.
- 2 Strikes: Vendor is placed on the Attention List for close moderation monitoring.
- 4 Strikes: Permanent account suspension and removal from the blast pool.
5. Reporting Misleading Listings (Cars & Properties)
If you discover a car or property listing that is fraudulent, spam, or has incorrect details:
- Open the listing detail page.
- Tap Report Listing (the flag icon).
- Choose the category of infraction (e.g., fraudulent seller, incorrect pricing, cloned vehicle) and submit.
- Our moderation team will review and take action within 24 hours.
Need Assistance?
- Support ticket: /help/ticket
- In-app chat: Tap Concierge in your navigation.