How can we help?

Something went wrong?

Trouble with a Service provider?

Most tasks on Partly are completed without any complications, but sometimes getting task done isn’t simple. There are times when working with Service providers becomes more complex than expected. Disagreements can happen and go on to become disputes when Customers and Service providers expect different results on a task or if something doesn't go according to the plan. If you’re having trouble with your Service provider, please try following tips:

Communicate openly

Unclear communication is the leading cause of disagreements on Partly. Be as clear as you possibly can and always be respectful.

Do:

  • Be clear in your communication (don’t be afraid to double check).
  • Be aware of your tone during conversation.
  • Try to reply as quickly as you can to your Service provider’s messages and calls once you’ve assigned them to your task.
  • Be upfront with feedback – if you’re not happy with how the task is going, let them know as soon as you can. Don’t wait until they think they’ve finished before raising your concerns.
  • If the communication is becoming heated, please reach out to Partly Support if you’re unsure what to do next.
  • If something’s going wrong, genuine apologies really help to ease any tension and help you move forward.
Don’t:
  • Don’t be rude or disrespectful in your conversation (it only makes it worse).

Discuss total costs (Service fee)

We understand that you want to pay for tasks that are completed to your needs. One benefit of using Partly is that the payment is held securely within Stripe. If something doesn’t go to plan, you can always open respective task card and claim for a refund.

Do:
  • Use Partly as a safe and secure way of payment.
  • Be respectful of the time, effort and expenses a Service provider has spent doing the task. Nobody wants to work for free and Partly supports Service providers getting paid fairly for the time and effort they have put into the task.
  • If you get stuck, contact Partly Support.
Don’t
  • Don’t pay for services outside of Partly (e.g. cash). Partly won’t be able to help you if something goes wrong.

If you’re not happy with the work

We understand that sometimes Service providers aren’t able to complete the task to the level of your expectations. If you’re not satisfied with the outcome, let them know why. If you can, please give them another opportunity to do the task so that you can have the situation resolved as soon as possible.

Do:
  • Check your task description - did you write what you needed done clearly? Has the Service provider done what you described?
  • Provide feedback to the Service provider. Let them know why the work hasn't met your needs.
  • Be prepared to pay total costs before a task execution.
  • Please leave an honest review about your experience.
Don’t:
  • Don’t stress if you can’t resolve the situation directly with the Service provider.
  • Don’t communicate in a disrespectful way. If the communication becomes heated and you feel uncomfortable, please contact Partly support via "Support” -> “Contact Partly” or at [email protected].

We understand that getting into disagreements with your Service provider can be stressful. We hope these tips will help you come to an agreement quickly and easily. And just as a friendly reminder, please know that if a task has already started, you are not able to cancel it. Service provider need to complete it and only then you can initiate further activities.

How does refund process works?

The refund process shall only start when you (Customer) claim for a refund. You can claim for a refund by opening a task card at status “Completed” and pressing on “Claim for a refund”. The process has 3 stages:

Step 1 - Understand the task and issue
  • Once the claim is received, the Support Team will conduct a number of checks on the task. These checks can include checking the task title, description, picture and more details. This helps us to understand about what the task was.
Step 2 - Mediation with Partly Support
  • You and Service provider will need to fill out a form and give us all the details on what’s happened.
  • Support Team will review this information and might reach you if additional clarifications are needed.
  • We will try to get to agreement between you and Service provider.
Step 3 - Partly Support decision
  • If mediation process will finish without any agreement, we will make a decision to resolve the situation.
  • The decision will be impartial and based on the details you’ve shared.
  • A detailed reasoning for the decision will be provided.
What should I do in the refund process?

Partly will help you by facilitating the communication between you and the Service provider. This is why you’re staying involved and working with us is really important to the refund process.

Treating others with respect is absolutely essential on Partly. Inappropriate actions or behavior during the refund process isn't tolerated. For example, this could include:

  • Breaching any Community Guidelines.
  • Acting in a threatening or abusive way to Partly support or Community member.
  • Stalling or uncooperative behavior during the refund process.

If you choose to act in this way, regardless of the origin of your claim, the refund process won't continue. The task payment will then be paid out to the Service provider.

We do this because common politeness, trust and productive behavior are the foundations on which Partly was built. We’ve found that the best results come from mutual respect. So, let’s work together to make sure that your outcome is fair, equal and benefits everybody.

What safety tips I should follow?

We take your safety extremely seriously at Partly. We’re passionate about building a trusted community of members, while helping to create positive experiences for our Customers using the platform.

It’s important to remember that getting task done with Partly means you are transacting with another member on the platform. We recommend users always to keep the Community Guidelines in mind while interacting on the platform.

If you ever feel uncomfortable with another member at any time, you should let us know via support. Your concerns will be taken seriously and handled with confidentiality. If at any time you feel in danger you should always call emergency 112.

We have also put together a list of the steps you can take while you use Partly, to help you make informed choices and be aware of the measures and features in place to support you. Below you will find safety tips for every step of the process:

When you’ve posted a task

As your newly posted task will be publicly visible to the entire Partly Community, it’s important not to disclose any personal information on your task. For your safety and security, don’t post things like your last name, email, social media accounts or phone number in the task description.

Reviewing your Service provider

We also highly recommend looking through the profile of Service provider who have applied for your task. Check out their reviews, ratings, task completed and verification badge.

Before work begins

Don't be afraid to ask an interested Service provider if they have the experience or qualification necessary to do your task.

While the task is being executed

If you are ever in a situation where you are not satisfied with the service, try to work with the Service provider to sort it out first. If you can’t come to a resolution, you can always contact us for support and advice.

When the task is completed

If for some reason you are not satisfied, then communicate it to the Service provider. If you have hard time to explain it to Service provider or communication doesn’t go well, then just stop it there and reach out Partly support team instead.