Trust, Safety, & What To Do If Things Go Wrong
At EzPz, your safety and your money are our priority. We sit right between you (the Buyer) and the service provider (the Vendor) to make sure everyone plays fair.
Rule #1: Always Keep Chats Inside the App
Always talk to sellers and vendors using the EzPz In-App Chat.
Why is this so important? If a vendor tries to scam you over WhatsApp, our EzPz Support Team cannot read those messages to prove your side of the story. If you chat inside EzPz, we have a perfect, unchangeable record of exactly what was promised to you.
How to File a Dispute (If the job went poorly)
If you paid for a job, but the vendor didn't show up, or did a terrible job, follow these steps to protect your money:
- Wait for the vendor to finish: The vendor will mark the job as "Completed" on their end.
- The 7-Day Timer Starts: You have exactly 7 days to check the work.
- Open a Dispute: If you are unhappy, go to your Dashboard, click on the Booking, and hit the big Open Dispute button.
- Tell us what happened: Write down exactly what went wrong and upload your own photos of the bad work.
- The Money Freezes: The moment you hit "Open Dispute", the payment timer freezes. The vendor CANNOT get your money while the dispute is active.
How We Decide Who Gets the Money
Once you open a dispute, our EzPz Support Team steps in as a neutral judge.
- Full Refund: We will give you 100% of your money back if the vendor never showed up, or if they completely failed to do the job.
- Partial Refund: If the vendor did some of the work, but left a mess, we will figure out a fair split. We might give the vendor 30% for their time, and refund you 70%.
- Vendor's Proof: The vendor is required to take "Before" and "After" photos. If they forgot to take photos, we will almost always side with you (the Buyer).
Need Urgent Help?
If you have a serious emergency or need to talk to a human right now, email our management team directly at hi@ezpz.my. (Please type the word HELP in the email subject line so our system knows it is an emergency and bumps you to the front of the line!)