Dispute Mediation Policy
How Snag&Settle helps resolve issues between homeowners and tradespeople
Snag&Settle does not take custody of payments between homeowners and tradespeople — you agree and pay the trade directly. To protect both sides, every job linked to an accepted quote is covered by our independent mediation service at no extra cost. This page explains how disputes are raised, reviewed and resolved.
1. Raise a dispute
From an accepted quote in your dashboard, tell us what went wrong, what outcome you want, and add any photos.
2. The trade responds
The tradesperson is asked for their side of the story and can offer a remedy — rework, a partial or full refund, or dispute the claim.
3. Mediation review
Our team reviews both sides and any evidence, then issues a written decision and remedy.
4. Outcome
Both parties are notified of the decision and any remedy the trade must provide.
What we can decide
Our mediation team can order one of the following remedies based on the evidence provided:
Rework required
The trade must return and fix the issue at no extra cost.
Partial refund
The trade refunds part of the amount paid for the affected work.
Full refund
The trade refunds the full amount for the affected work.
No case to answer
The dispute is dismissed and no further action is required.
Timeline
Tradespeople are given up to 7 days to respond to a dispute. Once both sides have responded, our team aims to issue a decision within 5 working days. We may contact either party for clarification during the review.Good to know
Mediation is a free service for jobs arranged through Snag&Settle with an accepted quote. We act as an impartial adjudicator and cannot enforce refunds directly — but failure to comply with a decision may result in a trade being suspended or removed from the platform. For criminal matters (e.g. fraud or dangerous work), contact the relevant authority and we will cooperate fully.
