Dispute Resolution Policy

1. Purpose

LocalPro's dispute resolution process exists to fairly and transparently resolve disagreements between clients and service providers that cannot be resolved between the parties themselves. This policy describes when a dispute can be raised, how LocalPro investigates it, what outcomes are possible, and the finality of decisions. All parties agree to abide by this process as a condition of using the Platform.

2. When a Dispute Can Be Raised

A client may raise a dispute in any of the following situations:

• The provider has marked the job as “Complete” but the client believes the work was not completed, is of unacceptable quality, or does not match the agreed scope.
• The provider abandoned the job without completing the agreed work.
• The provider failed to show up on the scheduled date and has not communicated.
• There is a disagreement about the agreed scope or payment amount.

Time limit: Disputes must be raised within 7 calendar days of the provider marking the job as “Complete”. After this window, the escrow funds are automatically released to the provider and the transaction is final.

3. How to Raise a Dispute

1. Log in to your LocalPro account and navigate to the relevant job in your dashboard.
2. Click the “Raise Dispute” button (visible once the provider marks the job complete, and before you release payment).
3. Select the reason for the dispute from the dropdown and provide a clear written description of the issue.
4. Attach supporting evidence where possible — photographs, screenshots of messages between you and the provider, videos, or other documentation.
5. Submit the dispute. You will receive a confirmation notification and your case reference number.

Alternatively, contact support@localpro.asia with your job ID and dispute details.

4. Escrow Freeze During Dispute

Once a dispute is raised, the escrow funds for that job are immediately frozen. Neither the client nor the provider can access the funds until the dispute is resolved. This protects both parties while the review is in progress. The auto-release timer is also paused for the duration of the dispute review.

5. Investigation Process

1. Acknowledgement — LocalPro will acknowledge receipt of the dispute within 1 business day and notify the provider.
2. Provider response — The provider has 48 hours to respond to the dispute by providing their account of events and any supporting evidence (e.g., photos of completed work, job completion sign-off, messages).
3. Review — A LocalPro staff member reviews all submitted evidence from both parties. We may ask either party for additional information.
4. Decision — LocalPro will issue a ruling within 5–10 business days from the date the dispute was raised. Complex cases may take longer; we will notify both parties of any extension.

6. Possible Outcomes

Based on the evidence reviewed, LocalPro may rule as follows:

• Full refund to client — Escrow is returned to the client in full (less the non-refundable platform service fee) if the provider clearly failed to complete the job or engaged in fraud.
• Partial refund to client / partial release to provider — Where work was partially completed to the agreed standard, LocalPro splits the escrow proportionally based on the assessed completion percentage.
• Full release to provider — Escrow is released in full to the provider if LocalPro determines the work was completed to the agreed standard and the dispute is not upheld.
• Mutual agreement — LocalPro may facilitate a negotiated settlement between parties if both agree to revised terms.

7. Communication Standards During Disputes

Both parties must communicate professionally and honestly throughout the dispute process. The following are grounds for an immediate ruling against a party:

• Submitting fabricated or altered evidence.
• Threatening, harassing, or attempting to coerce the other party or LocalPro staff.
• Refusing to participate in the review process without reasonable cause.

8. Finality of Decisions

LocalPro's dispute ruling is final and binding. LocalPro does not offer an internal appeals process. If you believe a decision was made in error due to procedural irregularity (e.g., your evidence was not considered), you may contact support@localpro.asia within 5 days of the ruling to request a review. Such review requests are evaluated at LocalPro's sole discretion and do not automatically trigger a re-investigation.

9. Provider-Initiated Disputes

While the dispute-raising mechanism is primarily designed for clients (since clients hold the release trigger), a provider who believes a client is wrongfully withholding payment after work is complete may contact support@localpro.asia to initiate a review. LocalPro will assess the situation and, if appropriate, initiate an admin-triggered dispute review on the provider's behalf.

10. Repeated or Fraudulent Disputes

LocalPro monitors dispute patterns. Clients who repeatedly file frivolous, false, or bad-faith disputes against providers may have their accounts suspended or permanently terminated. Providers found to be delivering consistently substandard work that generates disputes may have their accounts reviewed, demoted in search rankings, or permanently banned.

11. Governing Law

This Policy is governed by the laws of the Republic of the Philippines. By using the Platform and entering an escrow-protected transaction, both parties agree that LocalPro's dispute resolution findings constitute a civil settlement between the parties for the amount disputed, and it is the responsibility of both parties to comply with the outcome.

12. Contact

To raise or inquire about a dispute:

• 📧 support@localpro.asia
• 🌐 localpro.asia