Overview
Clients rely on the platform to find reliable Professionals, while Professionals trust Clients to provide truthful project details and timely payment. Any deceit—like impersonating someone, lying about damages, or staging fraudulent claims—undermines our system’s integrity. Our approach includes verifying evidence, consulting user logs, and cooperating with law enforcement where required.
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Reporting Fraud or Damage
If you suspect unauthorized activity on your account or believe you have incurred significant losses due to malicious conduct, inform us right away. Gather as much proof as possible, whether in the form of receipts, photos, or messages. In cases of property damage, also consider contacting the police and your personal insurance provider.
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Investigation and Resolution
Our support team assigns a case handler to each claim. We typically communicate with both parties, scrutinize booking records, and evaluate user histories for consistent patterns of good or questionable behavior. Where relevant, SafeStay Assurance might apply, though it only covers specifically covered property damage and may be secondary to existing personal insurance.
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Possible Outcomes
If a claim is substantiated, UrbanMount can reimburse Clients or withhold future payouts from the responsible Professional, consistent with our SafeStay Assurance Terms and official Terms of Use. For serious or repeated offenses, we may deactivate user accounts and provide evidence to law enforcement. Conversely, if the claim appears baseless or fraudulent, we may close the case or take action against the claimant.