Most issues on Cerca are resolved directly between the customer and provider. But when that's not possible, Cerca steps in as a neutral party to review the case.
When can you open a dispute?
You can open a dispute if any of the following apply:
You were charged but the service was never performed
The provider or customer was a no-show
You were charged an incorrect amount
A refund was promised but never received
You believe the other party acted in bad faith or violated Cerca's community guidelines
You cannot open a dispute for:
Service quality disagreements ("I didn't like how it turned out"). These are subjective and not covered
Payments made outside the Cerca app (cash, Venmo, Zelle, etc.)
Cancellations within the provider's stated policy window
How to open a dispute (step by step)
1
Try to resolve it first
Send a message through the booking chat in the app. Give the other party at least 24 hours to respond before escalating.
2
Email us your booking ID
Send an email to support@app-cerca.com with the subject line "Dispute. Booking #[your booking ID]". Include a short description of the issue.
3
We review your case
Our team reviews booking records, the in-app message history, and payment data. This typically takes 1–2 business days.
4
We reach out to both parties
We may ask both the customer and provider to provide additional context or documentation. Both parties must respond within 3 business days.
5
Resolution
Once we have the full picture, we communicate the outcome to both parties. If a refund is due, it's processed within 5–10 business days.
Dispute timeline at a glance
Stage
Who acts
Timeframe
Attempt direct resolution
Customer + Provider
Day 0–1
Submit dispute to Cerca
Disputing party
By Day 2
Cerca reviews case
Cerca team
1–2 business days
Additional info requested (if needed)
Both parties
Up to 3 business days
Resolution communicated
Cerca team
Within 5 business days
Refund processed (if applicable)
Stripe / Cerca
5–10 business days after resolution
Guidance for providers receiving a dispute
Receiving a dispute does not automatically mean you owe a refund. We review every case fairly. To give your case the best outcome:
Respond to Cerca's inquiry within 3 business days
Provide any relevant photos, messages, or records from the booking
Keep all communication inside the Cerca app. Messages outside the app can't be reviewed
Chargebacks
A chargeback is when a customer asks their bank to reverse a charge. Before filing a chargeback, please contact us first at billing@app-cerca.com. We resolve the majority of billing issues faster than the bank chargeback process.
Filing a chargeback without contacting Cerca first may result in your account being suspended while we investigate. This applies to both customers and providers.