Trust
Disputes & SLA
A person at hello@handnorth.com reads every dispute. We acknowledge within one business day and write a decision within seven days. There is no chatbot. HandNorth is the marketplace, not the contractor on the visit.
The clock we keep
- Same inbox — hello@handnorth.com, not a ticket robot.
- 1 business day — we write that we have it, with a reference.
- 7 days — a written decision: redo, refund by hand, or why we will not move money we do not hold yet.
- Stripe — card capture and escrow holds are on the way. We will not invent a hold to settle a dispute.
Marketplace, not the work
Opening a dispute asks HandNorth to run the process above as the platform that connected you. A decision is how we handle the booking on HandNorth — including, when Stripe is live, funds we actually hold. It is not a finding that we performed the work, not insurance, not an admission of liability, and it does not make us the professional’s employer or the licensed contractor in any province or state. Quality, damage, delay, injury and how the visit was done stay between you and the professional. The release, liability cap and non-waivable carve-outs in the Terms of use still apply. Court remains available if this process does not resolve it.
Use Cancellation if you are still inside the 24-hour free window. Use Trust & safety for how we check ID and RBQ. The Terms of use state the same marketplace limit.