Resolution Guarantee
Last updated: March 2026
Trovaar Resolution Guarantee
We guarantee every issue gets resolved. Not refunds — real solutions.
Our Approach
Trovaar is a marketplace that connects clients with independent contractors. We don't perform the work — skilled professionals do. That's why instead of a money-back guarantee (which invites abuse and hurts honest contractors), we guarantee something better: every problem gets a real resolution.
Our model protects both sides. Clients get their issues fixed. Contractors don't lose money to bad-faith claims. The platform stays sustainable so we can keep serving everyone.
How Payment Gets Released
Payment is never released automatically. It follows a strict process that protects everyone:
📸 Contractor Uploads Before & After Photos
The contractor must document their work with photos showing the job site before and after. No photos = no payment release. This creates an evidence trail.
⭐ Client Leaves a Mandatory Review
The client must leave a star rating and written review. Reviews are mandatory — they cannot be skipped. This ensures every job has documented feedback.
💵 Client Selects a Tip (Optional)
After reviewing, the client can optionally tip the contractor. Tips are voluntary but are the truest signal of satisfaction. High tip rates earn contractors "Top Rated" badges.
✅ Escrow Released
Once the review and tip selection are complete, the contractor's full bid amount (plus any tip) is released. The 20% platform fee is retained by Trovaar.
How You're Protected
Escrow Holds Until You Review
Your payment stays locked in escrow until you've reviewed the work. You control when payment releases by completing the mandatory review process.
Re-Service Matching
If there's a legitimate issue with the work, Trovaar will match you with a different verified contractor to fix it. The repair cost comes from the original contractor's payout — not you, and not the platform.
Photo Verification
Contractors are required to upload before & after photos on jobs over $200. This creates a visual record that protects both parties in case of a dispute.
Fair Mediation
Our admin team reviews every dispute within 24 hours, examining messages, photos, job history, and both parties' track records before making a fair resolution.
What Happens If You're Not Satisfied
Important: Dissatisfaction claims are evaluated strictly against the original job posting. If you add new requirements after accepting a bid, the original contractor is considered to have fulfilled their agreement. Be specific in your job posting — that's your contract.
File a Dispute
Before releasing payment, go to the job and tap “File a Dispute.” Describe exactly what doesn't match the original job posting. Attach photos.
Payment Frozen
The contractor's payout is frozen in escrow while under review. No money moves until it's resolved.
Admin Reviews Against Original Posting
Our team compares the before/after photos and completed work against the original job posting (your video, photos, and description). The original posting is the contract — not anything added afterwards.
Resolution: Partial Payment + Re-Service
If the dispute is legitimate:
- →The original contractor gets the first chance to fix it at no extra cost. They have 3 business days to respond and schedule the fix. The original job posting is the guide.
- →If the original contractor can't or won't fix it, they receive a partial payment for work satisfactorily completed.
- →The remaining funds are used to hire a different verified contractor through Trovaar to complete the job to your standards (as defined in the original posting).
- →Trovaar does not absorb any cost. The re-service comes from the original escrowed amount. The platform is the middleman, not the insurer.
If the dispute is not legitimate (work matches the original posting):
- →The contractor receives full payment. The dispute is dismissed.
- →The client may receive a bad-faith dispute warning if the claim was unreasonable.
Scope Protection — Be Specific Upfront
Your job posting is your contract. When you post a job — whether through video, photos, or text — that's the scope of work the contractor agrees to. Here's how we handle scope disputes:
Valid dispute
“I posted a video showing a leaking faucet and asked for it to be fixed. The contractor replaced the washer but the faucet still leaks.”
Invalid dispute — add-on after the fact
“I posted about a leaking faucet but then also wanted the contractor to replace the garbage disposal. They only fixed the faucet.”
Invalid dispute — subjective preference
“The paint color matches what I requested but I changed my mind and don't like it anymore.”
Job Change Orders — The Right Way to Add Work
Need something extra done beyond what you originally posted? That's fine — but it has to go through a Job Change Order. Here's how it works:
The contractor submits a Job Change Order through the app describing the additional work, whether it's free or has a cost, and any materials needed.
You approve or reject the change order. The contractor does not proceed until you approve.
Approved change orders become part of the agreed scope. If there's a dispute later, the change order is included in the evaluation.
⚠️ Work requested verbally or through messages — without a formal Job Change Order — is not covered by the dispute process. Always use the change order system so everyone is protected.
Contractor Accountability
Our system keeps contractors honest without punishing good ones:
Strike 1
Warning issued. Dispute noted on record.
Strike 2
Profile deprioritized in search. New bids restricted.
Strike 3
Account deactivated. Removed from platform.
Tips Tell the Real Story
After every completed job, clients have the option to tip their contractor. Tips are the truest signal of satisfaction — no one tips for bad work. Contractors with high tip rates are highlighted with a “Top Rated” badge, helping them win more jobs.
Protection for Contractors
This system protects you too. Unlike money-back guarantees that let bad-faith clients get free work:
- ✓Disputes are reviewed by a real person — not auto-refunded.
- ✓Before/after photos protect you from false claims.
- ✓Your message history is reviewed as evidence.
- ✓Clients who file bad-faith disputes repeatedly get flagged and warned.
- ✓Two-way reviews mean clients have reputations too — you can see their track record before bidding.
What We Don't Do
- ✕We don't offer automatic refunds. Refunds invite abuse and hurt honest contractors.
- ✕We don't take sides without reviewing evidence from both parties.
- ✕We don't guarantee work quality — independent contractors own their work. We guarantee a fair process when things go wrong.
- ✕We don't cover issues reported more than 7 days after job completion.
Questions?
If you have questions about our Resolution Guarantee or need help with an ongoing dispute, contact our support team at support@trovaar.com. We're here to make sure every situation gets a fair outcome.