Dispute Resolution
We believe in fair outcomes for everyone. Our transparent dispute process is designed to protect both homeowners and tradespeople, ensuring every issue is resolved quickly and fairly.
Our Commitment to Fairness
At Install It Right, we understand that sometimes things don't go to plan. That's why we've built a structured dispute resolution process directly into the app. Our goal is to resolve issues quickly while being fair to both homeowners and tradespeople. Every dispute is handled with transparency, and our automated system ensures consistent outcomes.
How Disputes Work
Our step-by-step process ensures disputes are handled fairly and efficiently, giving both parties a chance to resolve the issue.
Report Rejection
After the tradesperson completes the work and submits their job report, you receive it for review. If you are not satisfied with the work, you can reject the report by providing a reason and details explaining what went wrong or what was not completed to your satisfaction.
Customer reviews and rejects the job reportFirst Rejection — Redo Opportunity
Once you reject the report, the job status changes to 'disputed'. The engineer is notified immediately and has the option to click "Redo Work". This returns them to the job, clears the previous report, and allows them to complete the work again and submit a new report for your review.
Engineer gets a chance to redo the workSecond Rejection — Automatic Resolution
If the engineer resubmits their report and you reject it a second time, the dispute is resolved automatically. You will only be charged for labour costs (no parts cost is applied). As a goodwill gesture, you will also receive a 20% discount code (IIR20-xxx) to use on your next job.
Pay labour only + receive 20% discount codeStill Unhappy?
If you are still not satisfied after the automated dispute resolution, you can escalate the matter by emailing contact@installitright.co.uk with your complaint and job details. Our team will review the case personally and work towards a fair outcome for both parties.
What's Covered
Understanding what constitutes a valid dispute helps ensure fair outcomes for everyone.
Valid Disputes
- Work was not completed as described in the job posting
- Quality of work is substandard or not fit for purpose
- Parts were charged but not used or installed
- The tradesperson did not arrive or left without completing the job
- The work caused additional damage to your property
Not Covered
- Disputes about pricing that was agreed upon before work started
- Work outside the scope of the original job description
- Cosmetic preferences or style disagreements
- Issues arising from customer-supplied materials
- Pre-existing problems not related to the job
Tips to Avoid Disputes
Clear communication and proper documentation go a long way in preventing issues before they arise.
For Homeowners
- Be as detailed as possible when describing the job, including photos of the area
- Discuss the scope of work clearly with the tradesperson before they start
- Take photos of the area before work begins for reference
- Use the in-app messaging to document any changes to the original plan
- Review the job report carefully and raise concerns immediately
For Tradespeople
- Read the full job description carefully before submitting a proposal
- Communicate any unexpected findings or additional work needed before proceeding
- Take before and after photos as evidence of your work
- Submit a detailed, accurate job report with clear descriptions and photos
- Respond promptly to any customer concerns through in-app messaging
Need Help With a Dispute?
If you have questions about the dispute process or need to escalate an issue, our team is here to help.