Urbanmount aims to maintain a trustworthy environment, but disputes involving alleged fraud or property damage may arise. This policy outlines how reports are reviewed.
Note: Suspicious patterns of cancellation, false theft reports, staged property damage, or other material misrepresentation may lead to deeper review, account action, or referral to an insurer, payment provider, regulator, or law-enforcement authority where appropriate.
Overview
Customers and Pros must provide truthful identity, Service, payment, and incident information. Urbanmount may review Service records and cooperate with lawful investigations.
Reporting Fraud or Damage
Notify Urbanmount promptly and preserve receipts, photos, messages, and other relevant evidence. Contact local authorities for imminent danger or suspected crime. Every alleged theft submitted for SafeStay review requires a valid police report.
Investigation and Resolution
Support may communicate with involved parties and review Service records, messages, account history, and submitted evidence. SafeStay Limited Service Protection applies only when it was shown for an eligible Service and every requirement in the controlling terms is met. SafeStay is not insurance, and a Customer is not required to submit a Pro-caused loss to a homeowner or renter policy as an absolute eligibility condition.
Possible Outcomes
Depending on the final evidence and controlling terms, Urbanmount may deny or approve an available remedy, take account action, seek insurer or Pro recovery through the stated notice and review process, or refer suspected fraud or theft to an appropriate authority. A SafeStay payment does not automatically establish Pro responsibility, and Urbanmount will not obtain duplicate recovery. See the controlling SafeStay Terms.