Disputes

Nouvelle allows Hosts to request partial or full refunds for projects booked through our website or mobile application. You have up to 3 days from the project completion date to file a dispute.

We recommend that you first contact the Contractor to resolve the issue. If you are unable to reach an agreement, you can ask Nouvelle to assist by following the Dispute Process.

Dispute Process for Hosts

To File a Dispute:

  • Go to My Jobs and select the project you want to dispute
  • Select “ Request a Refund. ” You will be asked to provide the dollar amount of the refund you are seeking. You cannot seek an amount greater than the project cost.
If a dispute is not filed within 3 days of the project completion date, payment will be released to the Contractor.

Once Your Dispute is Filed:

  • An alert is sent to your Contractor, who has 3 days to accept or reject your refund request.
  • If the Contractor does not respond within 3 days, the refund will be granted.
  • If the Contractor accepts your request, you will receive a refund within 3 days. If you do not receive the refund in 3 days, please check with your bank, PayPal, or credit card company as the amount may be pending for processing.
  • If rejected, the dispute will be reviewed by a Nouvelle Dispute Specialist who will work to provide a decision within 7 days of the rejection date. The funds will be held in escrow Escrow is the place where Nouvelle holds money until a project is completed. during this period.
  • The Nouvelle Dispute Specialist will review your dispute and evaluate it based on the messages and photos sent via the Nouvelle website or app. In some cases, we may contact you to receive additional information before making a final decision.
  • If the Specialist decides in your favor, you will be notified of the refund amount (this could be lower or greater than your request) and you will receive a refund within 3 days. If the Specialist decides in favor of the Contractor, your payment will be released to the Contractor.

Disputes may be automatically rejected for the following reasons:

  • Funds have already been released to the Contractor.
  • You are seeking a refund for work not related to the project, theft, injuries to persons or animals, or property damage. In those cases, you and the Contractor should work together to resolve the matter offline.
  • You have already filed a prior dispute relating to the project. You can only file 1 (one) dispute per project.
  • You have violated the Terms of Service in relation to the project, request, or use of the Nouvelle website and/or mobile application.

Dispute Process for Contractors

Hosts will deposit funds into escrow Escrow is the place where Nouvelle holds money until a project is completed. once they accept your project quote. The Host will have up to 3 days from the project completion date to file a dispute. If a dispute is not filed within 3 days of the project completion date, payment will be released to you.

Once a Dispute is Filed:

  • You will receive an alert via email and a notification in your Nouvelle account, which will prompt you to accept or reject the request. If you do not respond within 3 days, the refund will be granted.
  • If you accept the request, the guest will receive the full requested amount.
  • If rejected, the dispute will be reviewed by a Nouvelle Dispute Specialist who will work to provide a decision within 7 days of the rejection date. The funds will be held in escrow Escrow is the place where Nouvelle holds money until a project is completed. during this period.
  • The Nouvelle Dispute Specialist will review the dispute and evaluate it based on the messages and photos sent via the Nouvelle website or app. In some cases, we may contact you to receive additional information before making a final decision.
  • If the Specialist decides in your favor, payment will be released to you in an amount determined by the Specialist. If the Specialist decides in favor of the Host, the Host will receive a refund in the amount determined by the Specialist (this could be lower or greater than the request).

Important Note: if a Host asks you to perform additional work beyond the scope of the accepted project, please ask the Host to create a new project on the Nouvelle app or website. Nouvelle will not be able to assist a Contractor in receiving additional funds beyond the amount agreed to when a project is accepted.

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