Complaints and Dispute Process
Last updated: 15 July 2026
1. Contact the other party
Where safe and appropriate, use platform messaging to explain the issue and propose a reasonable solution. Keep photographs, quotes, invoices, agreements and other evidence.
2. Raise a platform complaint
Contact HirePactly at weborzotech@outlook.com with your account email, job reference, summary, outcome requested and supporting evidence. We aim to acknowledge complaints within 5 business days.
3. Incomplete-work claim
A customer should open the incomplete-work claim before completion sign-off. While open, HirePactly blocks the professional from sharing a final payment link through the platform. Admin may request evidence and record an outcome.
4. What HirePactly can do
HirePactly may correct platform records, restrict accounts, moderate content, facilitate communication, consider platform-fee credits or deposit workflow action, and preserve evidence. We cannot force a professional to perform work, decide complex legal liability or recover a balance paid directly outside HirePactly.
5. Response and review
We aim to provide a substantive response within 15 business days where possible. Complex, fraud or third-party payment cases may take longer. You may request one internal review by providing reasons and any new evidence.
6. External rights
This process does not replace statutory rights, card-provider rights, court remedies, Trading Standards, Citizens Advice, the Financial Ombudsman where jurisdiction applies, or data-protection complaints to the ICO.
Contact HirePactly
Weborzo Tech London Limited T/A HirePactly
Company number 13102067
65 Croxley View, Watford, England, WD18 6PA
Email: weborzotech@outlook.com
These documents are drafted for the current HirePactly operating model. They should be reviewed by a UK solicitor and tax adviser before live launch, particularly the deposit, agency, VAT, cancellation and dispute provisions.