Airtasker will make a unilateral decision about who is in the wrong if it has to. However, it prefers to work out a compromise that both parties agree to. The company therefore insists that you contact the Tasker and try to work things out person to person before you involve it. So the first thing to do is to write to the Tasker, ask them what went wrong and see if the task can be finished or if there is some way to accept a partially completed task for partial pay.
Make sure you keep copies of any conversations between you and the Tasker. You will need them as evidence for the dispute in case you can’t work things out privately.
To begin the dispute process, contact an Airtasker customer service representative. Explain what happened and the steps you have taken to resolve the problem with the Tasker. The Airtasker representative will send you and the Tasker forms you need to fill out. You will also need to sign some documents indicating that you have read and agree to abide by the company’s terms and conditions and the outcome of the dispute process.
When you fill out the form, provide as much detail as possible. Send screenshots of any emails and text messages sent between you and the Tasker. That includes any that were sent before the task was begun as a part of working out the details of the task.
Once both you and the Tasker have sent in your forms, Airtasker will review the information and documents provided. This may take some time. Once it has completed its review, it will send both of you its decision along with detailed reasons explaining why it came to that decision. It will then distribute payments or refunds in keeping with its decision. It is possible that it will also charge one or both parties a fee, depending on the circumstances.
If Airtasker does not receive one party’s form within a reasonable period, it will render a decision based solely on the information provided by the party that completed their form. If neither party sends in their forms, the dispute process will not proceed. It’s a good idea to complete your form as soon as possible.
If you disagree with the resolution and think that you should not have to pay any charges associated with this task, you will need to move the dispute to small claims court. Airtasker will not get involved any further. Your local government website should have information on filing a suit in small claims court.
To start the dispute process, you will have to contact a representative on the Airtasker help forum. There are no other customer service contact options.
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