Doonza Guarantee
This translation is provided for convenience; the French version prevails. Protected payment, absent provider, non-conforming service: what Doonza guarantees, and what it does not.
1. What the Guarantee covers
The Doonza Guarantee is a commercial commitment by Doonza to the customer who books and pays for a job on the platform. It is funded by Doonza itself: it is not insurance, no insurer is involved, and it does not replace the provider’s responsibility. It covers three situations: protected payment, the provider’s absence and the non-conforming service, up to the price of the job.
2. Protected payment
The price paid by the customer is held by Doonza and is released to the provider only once the job is past: when the customer confirms that it is done, or automatically forty-eight hours after the end of the day of the job, if no claim has been opened. The customer cannot release the payout before the day of the job.
3. Absent provider
If the provider does not show up, the customer opens a claim from their booking. An established absence gives rise to a full refund of what the customer paid, service fee included. Once this refund has been made, we relaunch their request as a priority with verified providers in their region, for a limited time; the absent provider can no longer reply to it. If a new offer suits them, the customer accepts it and pays for it at that provider’s price, through the usual process. This relaunch does not guarantee that a replacement will be found, and the refund stands in all cases.
4. Non-conforming service
If what was agreed was not done, or was done badly, the customer opens a claim from their booking, from the day of the job and at the latest forty-eight hours after the end of that day, with at least one photo. Only one claim is possible per booking. As long as it is open, the payout to the provider is frozen.
5. Decision
A person at Doonza examines the claim, the photos and the exchanges in the conversation, and decides: free redo by the provider, partial refund, full refund, or no action. The refund never exceeds the price of the job; a partial refund returns the service fee pro rata, a full refund returns it in full. The decision and its reason are communicated to both parties. It deprives neither of them of their legal remedies.
6. What is not covered
Property damage — a broken object, a damaged surface, water damage — is not covered by the Guarantee: it falls under the provider’s liability insurance, to which the customer turns directly. Also not covered: a claim opened after the deadline, a job settled outside Doonza, or a disagreement that does not concern what had been agreed.
7. Retention period of photos
The photos attached to a claim, like the before/after photos of the job, are kept for twelve months after the end of the job or, if there is one, after the decision on the claim or the closing of the payment dispute (whichever date is latest; never while a claim or a dispute is open), then erased automatically.
8. How to proceed
From the booking concerned, in the signed-in space: “Report a problem”. The photos submitted are visible only to the customer, the provider concerned and Doonza. For any question: hello@doonza.com.
9. Extended guarantee for Doonza Plus subscribers
Customers subscribed to Doonza Plus have a late claim, which adds to the Doonza Guarantee and does not replace it: within the 48 hours after the end of the day of the job, every customer, subscribed or not, reports a problem under the ordinary rules described above. After that, a customer whose subscription was active when the job was due to start and still is when the claim is filed may report, up to 7 days after the end of the day of the job at the date of this version, a job that was not as agreed, with at least one photo, at the rate of one late claim per rolling 12-month period at the date of this version (a claim that Doonza rejects does not count towards it). The “provider did not show up” reason is not accepted after the 48 hours. The provider’s payout is not changed: it is still released 48 hours after the end of the day of the job, and the late claim does not freeze it, cancel it or take anything back from it. Doonza decides: free redo, partial or full refund up to the price of the job, or no action. A refund that is granted is paid by Doonza and returned to the card used for the payment, service fees included pro rata, up to what the card paid. Property damage remains excluded: it falls under the provider’s liability insurance.
10. Deutsch — Doonza-Garantie
Die Doonza-Garantie ist eine kommerzielle Zusage von Doonza, von Doonza selbst finanziert, keine Versicherung. Bezahlte Beträge werden erst nach dem Einsatz an die Fachperson ausbezahlt: nach Bestätigung durch die Kundin oder den Kunden oder automatisch 48 Stunden nach Ende des Einsatztages, sofern keine Reklamation eröffnet wurde. Erscheint die Fachperson nicht, wird alles zurückerstattet, einschliesslich Servicegebühr. Bei nicht vertragsgemässer Leistung kann innerhalb von 48 Stunden nach Ende des Einsatztages mit mindestens einem Foto reklamiert werden; die Auszahlung wird bis zum Entscheid von Doonza eingefroren (kostenlose Nachbesserung, teilweise oder volle Rückerstattung bis zum Preis des Einsatzes, oder keine Massnahme). Sachschäden sind ausgeschlossen: Dafür ist die Haftpflichtversicherung der Fachperson zuständig. Massgebend ist die französische Fassung.
11. Italiano — Garanzia Doonza
La Garanzia Doonza è un impegno commerciale di Doonza, finanziato da Doonza stessa, e non un’assicurazione. L’importo pagato viene versato al prestatore solo dopo l’intervento: alla conferma del cliente o automaticamente 48 ore dopo la fine del giorno dell’intervento, se non è stato aperto alcun reclamo. Se il prestatore non si presenta, il rimborso è integrale, spese di servizio comprese. In caso di prestazione non conforme, il reclamo si apre entro 48 ore dalla fine del giorno dell’intervento, con almeno una foto; il versamento resta bloccato fino alla decisione di Doonza (ripresa gratuita, rimborso parziale o totale entro il prezzo dell’intervento, oppure nessun seguito). I danni materiali sono esclusi: sono coperti dall’assicurazione di responsabilità civile del prestatore. Fa fede la versione francese.
12. English — Doonza Guarantee
The Doonza Guarantee is a commercial commitment funded by Doonza itself; it is not insurance. The amount paid is released to the provider only after the job: when the client confirms it, or automatically 48 hours after the end of the day of the job if no claim has been opened. If the provider does not show up, the client is refunded in full, service fee included. If the work does not match what was agreed, a claim can be opened within 48 hours after the end of the day of the job, with at least one photo; the payout is frozen until Doonza decides (free redo, partial or full refund up to the price of the job, or no action). Property damage is excluded: it falls under the provider’s liability insurance. The French version prevails.