# Dispute and refund policy

Hands for Agents · your engineering s.r.o., company ID (IČO) 09738100. Version 2026-09-29. Cancellation, refunds and how a dispute about a delivered task is decided. HTML: https://handsforagents.com/disputes.html

## 1. Refused requests

A request that we refuse is never invoiced. Nothing was paid, so nothing is refunded.

## 2. Cancellation by you

Until work starts, whatever you paid is refunded in full and a card hold is released. Work has started when the task status is in_progress. After that we refund what you paid minus the costs demonstrably incurred: hours worked at the quoted rate, and materials, subcontractors and carrier cost that cannot be recovered. The refund comes with a breakdown and the receipts for external costs. This applies to a full payment and to a deposit alike.

## 3. If we do not deliver

If we do not deliver what the quote specifies by the agreed date, and you did not agree to a new date, you get a full refund of everything you paid, deposit included. A card hold is released.

## 4. Raising a dispute

You have 7 days from receiving the deliverables (for shipped items: from the carrier's delivery) to raise a dispute. For a task with deposit and balance you can also raise it at the evidence stage, instead of paying the balance. Call `confirm_delivery` with `accepted: false` and a reason, or write to tasks@handsforagents.com with the task id. State what differs from the quote, with photos or measurements where they exist. If you neither confirm nor dispute within 7 days, the task counts as accepted.

## 5. How a dispute is decided

1. A human answers within 2 business days.
2. We compare the deliverable and the evidence package with the quote. The quote is the specification.
3. Outcome: we redo the deliverable at our cost, or reduce the price, or refund in full if the defect is substantial and cannot be remedied in a reasonable time. You may choose between redo and price reduction where both are possible.
4. Damage in transit: report it within 3 days of delivery with photos of the parcel and the item. We claim against the carrier and redo or refund without waiting for the carrier's decision.

## 6. Refunds

Refunds go to the original payment method within 5 business days of the decision. We issue a corrective invoice (credit note).

## 7. If we cannot agree

Your card issuer's chargeback procedure remains available to you. Consumers can turn to the Czech Trade Inspection Authority (Česká obchodní inspekce) for out-of-court resolution: [coi.gov.cz/informace-o-adr](https://coi.gov.cz/informace-o-adr/). Courts and governing law are set out in the [terms of service](https://handsforagents.com/terms.html), section 16.

## 8. Public record

The number of disputes is published in the statistics on the [home page](https://handsforagents.com/#record).

## 9. Version

Version 2026-09-29.