Customer Satisfaction & Dispute Arbitration
Evidence-based photo review, 48-Hour Spotless Guarantee (Tier 1), and 30-Day UK CRA 2015 Mediation (Tier 2).
🌐 Web Browser & Desktop Portal
Overview & Principles
Booking payments are held securely in escrow via Stripe Connect until service completion. If an issue occurs, Agora provides two-tier consumer protection: Tier 1 is our 48-Hour Spotless Guarantee (escrow freeze, priority re-clean dispatch, or proportionate partial/full Stripe refund), and Tier 2 is our 30-Day UK Consumer Rights Act 2015 Mediation window supported by your immutable SHA-256 Evidence Pack.
Step-by-Step Web Guide
1. Open Completed Booking (48-Hour Tier-1 Window)
Navigate to search.agora.cleaning/bookings/ within 48 hours of job completion to trigger an automatic Stripe escrow hold freeze under our Tier-1 Spotless Guarantee.
2. Upload Photo Evidence
Click Report Issue / Raise Dispute, describe what was missed, and attach clear photos of the affected room or surface.
3. Tier-1 Escrow Resolution & Tier-2 30-Day CRA 2015 Mediation
Our mediation team reviews submitted photo evidence against room checklists to authorize a free priority re-clean or proportionate Stripe refund. For post-escrow statutory claims up to 30 days under the UK Consumer Rights Act 2015 (Tier 2), we provide formal mediation and your SHA-256 Evidence Pack.
Expert Pro Tips
- •Submitting clear, well-lit photos within the 48-hour Tier-1 Spotless Guarantee window ensures an immediate escrow freeze and rapid resolution.
- •Your statutory rights under the UK Consumer Rights Act 2015 are protected for up to 30 days (Tier 2) alongside your downloadable SHA-256 Evidence Pack.