If a service does not meet what was agreed, Voomi helps you resolve it. Because the customer pays the professional directly, Voomi acts as a mediator and not as a guarantor of refunds.
1. Who can open a claim
The customer who booked and confirmed a job through the platform. Claims only cover jobs managed within the app.
2. Deadline and how to do it
Within the days after the job shown in the app, from the job details: you choose the reason (problem persists, incomplete work, new damage, professional did not show up, or other), describe what happened and attach photos.
3. What Voomi does
- Reviews the before-and-after photos, the chat and the job history.
- Contacts the professional to respond.
- Can request a correction visit at no extra cost to the customer.
- Can waive the job’s commission when appropriate.
- Can warn, restrict or suspend the professional depending on severity and repeat offenses.
4. What Voomi does not do
Voomi does not refund the service money, because it neither receives nor holds it. Nor does it replace the authorities in cases involving crimes or damages that must be resolved through legal channels.
5. Timing
We respond to your claim within 48 hours and keep you informed of the case status in the app.
6. Serious cases
If there was a situation involving risk, theft, violence or fraud, report it immediately from the app or via the contact page and go to the competent authorities.