Dispute & refund policy

1. Purpose

This Dispute & Refund Policy explains how Tasko handles disagreements between clients and independent service specialists ("Specialists") after a hire is paid through Tasko Pay. It supplements our Terms & Conditions and Privacy Policy. Tasko is a marketplace platform — we facilitate matching, communication, and payments; Specialists perform the underlying work.

2. When to open a dispute

Open a dispute before marking the job complete whenever possible. Once you confirm completion, funds may enter release or payout processing subject to our grace period and payment-partner rules.

• Work was not started or the Specialist did not attend as agreed.
• Work was incomplete, materially different from the agreed scope, or unsatisfactory.
• There is a disagreement about price changes, materials, or additional work after an on-site assessment.
• Either party believes the other breached these Terms or misused the Platform.
• You need Tasko to pause escrow release or a queued payout while the issue is reviewed.

3. How to report a problem

Either the client or the Specialist may open a dispute on an eligible paid job while payment is held or settlement is pending. Off-platform payments are not covered by this policy.

• In the Tasko client or Pro app, open the job and select Report a problem or Dispute.
• Describe what happened clearly and attach photos, chat context, or other evidence available in the app.
• Email help@tasko.ng with the email on your account, your job ID, and a short summary if you cannot access the app.
• Keep communication on Tasko chat where possible so our team can review an accurate record.

4. Dispute lifecycle and statuses

Cases move through statuses visible in the Dispute Resolution Center in the apps:

• Open / Under review — case filed and assigned to Tasko ops.
• Awaiting client evidence / Awaiting specialist response — a party must upload evidence by the stated deadline.
• Evidence received — requested materials submitted; review continues.
• Mediation — ops proposes a split or remediation for party acceptance where appropriate.
• Escalated — senior or finance review for high-value or complex cases.
• Resolved — decision recorded (release, refund, or split).
• Refund approved / declined — financial outcome of a refund path.
• Appeal submitted / Appeal closed — post-resolution review within the appeal window.
• Cancelled or Expired — withdrawn, invalid, or missed evidence deadline.

5. What Tasko reviews

Tasko operations staff assign disputes, set priority based on age and amount, and may request further evidence from the client, the Specialist, or both. We aim to assign new disputes within one business day.

• The job description, accepted offer, and payment amount.
• In-app chat messages, voice notes, and uploaded job media.
• Job status history (posted, hired, in progress, completion attempts).
• Prior reviews, dispute history, and verification status where relevant.
• Additional evidence requested from one or both parties.

6. Possible outcomes

Decisions are made in good faith according to this policy, the job record, and applicable Nigerian consumer-protection law. Fraudulent or abusive dispute claims may result in account restriction.

• Release full payment to the Specialist — work accepted; escrow released or payout completed.
• Release partial payment — part of the agreed amount is paid to the Specialist; the remainder is refunded or credited to the client.
• Refund full payment to the client — via Paystack to the original payment method or to the client refund wallet where applicable.
• Refund partial payment — a portion returned to the client; remainder to the Specialist if work was partially performed.
• Split resolution — custom division of escrow between client and Specialist based on evidence.
• Cancel or close without financial movement — where no payment was captured or the dispute is invalid.
• Request evidence or escalate — pause the case until more information is provided or senior review is required.

7. Refunds and client wallet

Approved refunds follow our Refund Policy (https://tasko.ng/refunds). We prefer Paystack refund to the original payment method where supported; otherwise funds credit a Tasko client refund wallet for bank withdrawal. Timing depends on Paystack and banks — typically a few business days, sometimes up to about ten.

8. Appeals

After a resolution, either party may submit an appeal in the Dispute Resolution Center within the window shown in the app (typically seven days), unless funds have already been irreversibly settled under payment-partner rules. Appeals are reviewed by a different ops reviewer where staffing allows. Appeal outcomes are final on the Platform, without limiting mandatory consumer rights.

9. Specialist obligations during a dispute

Specialists are independent contractors. Tasko does not guarantee any particular dispute outcome but applies consistent rules based on the record.

• Respond promptly to evidence requests and remain professional in chat.
• Do not request off-platform payment to resolve a dispute covered by Tasko Pay.
• Provide honest information about work performed, materials used, and attendance.
• Accept that payout may be delayed while a dispute is open.

10. Timelines

Evidence deadlines are shown in-app. Missing a deadline may lead to an Expired status or a decision on the available record. Many cases are reviewed within a few business days after assignment. High-value or escalated cases may take longer.

11. Chargebacks and bank reversals

Contact Tasko support before initiating a card chargeback or bank reversal on a Tasko Pay transaction. Unauthorised chargebacks after work was fairly completed may lead to account suspension and recovery action. We will provide transaction references to help your bank or Paystack investigate legitimate errors.

12. What Tasko does not do

Our role is to apply marketplace payment rules fairly using the evidence available on the Platform.

• Tasko does not perform the home service work or guarantee a specific technical outcome.
• Tasko is not a law firm, insurer, or arbitrator of criminal matters — serious incidents should be reported to the appropriate authorities.
• Tasko cannot protect payments made outside Tasko Pay (cash, direct bank transfer, etc.).

13. Contact

Disputes and refund questions: help@tasko.ng. Include the email on your account and the job ID. For urgent safety issues, state that clearly in the subject line.