Policies
Platform Policies
Draft — pending legal review
⚠ This is a working draft, written to capture the platform's actual rules and intent. It should be finalized by a lawyer before publication — particularly the liability, insurance, and damage-claims language, which carries real legal weight.
Payment Protection for Pros
If an owner doesn't raise a dispute within 3 days of a pro submitting a completed job, payment releases automatically and in full. The owner doesn't have to take any action — silence is treated as approval, not as a reason to withhold payment. This is the same 3-day window used for filing a Resolution Center case, so it's one consistent rule across the platform, not a different clock for each situation.
If an owner does open a case within that window, payment is held until the case is resolved — but opening a case requires an actual, specific reason (see Damage Claims Policy above), not just non-payment or a change of mind.
Cancellation Policy
Guest bookings: Cancellation terms are set per listing (shown at checkout) — typically free cancellation up to a set number of days before check-in, non-refundable after that point.
Service pro jobs: A pro who accepts a job and cancels within 24 hours of the scheduled time affects their reliability rating, visible to owners. An owner who cancels a job after a pro has confirmed it owes no payment, but repeated late cancellations may limit that owner's ability to post future jobs.
No-Show Policy
- Guest no-show: Standard cancellation terms apply — the booking is treated as-is unless a case is opened in the Resolution Center.
- Host no-show / property unavailable: Guest is entitled to a full refund and priority rebooking assistance.
- Pro no-show for a scheduled job: Payment authorization is voided automatically if the pro never marks the job started or complete. Repeated no-shows are grounds for suspension.
Refund Policy
Refunds follow the cancellation policy on the listing for standard cancellations. Refunds outside that window — for issues like inaccurate listings, cleanliness, or safety concerns — are handled case-by-case through the Resolution Center, where both sides are heard before a decision is made.
Damage Claims Policy
An owner reporting property damage from a guest stay should file a case in the Resolution Center within 72 hours of checkout, with photos and a description of the damage. The guest is notified and given a chance to respond before any charge is applied.
Prizania does not currently underwrite a damage guarantee fund — claims are resolved between guest and host, mediated by Prizania staff when needed. This is a decision point, not a settled policy — offering a funded protection guarantee (like Airbnb's AirCover) is a real option worth deciding on deliberately, since it changes both cost structure and guest trust.
Background Check Policy
Background checks are optional for service pros, run through a third-party provider at cost (~$20, paid once, refreshed annually). A completed, clean background check contributes to a pro's "Background Checked" badge and improved search placement — it is never required to publish a profile or accept jobs.
A background check that returns a disqualifying result (e.g., relevant violent or property crime convictions) results in the badge being withheld and the account flagged for manual review — not an automatic suspension, since context matters and a person should look at it.
Photo & Video Upload Policy
- Listing and profile photos/videos must be the actual property or the pro's actual work — stock photos or misrepresentative images are not allowed.
- No sexual, violent, or otherwise inappropriate content in any upload, including job-completion photos.
- Photos must not include another person's face without their consent, or visible personal information (mail, ID documents, license plates).
Vendor Standards & Independent Contractor Status
Every service pro on Prizania — cleaners, lawn care, maintenance, electrical, HVAC, plumbing, and photography — operates as an independent contractor, not a Prizania employee. Pros set their own rates, schedules, and accept or decline jobs at their own discretion.
Pros are required to carry their own general liability insurance appropriate to their trade. Prizania verifies proof of insurance as part of the "Bonded & Insured" badge, but does not provide insurance coverage to pros, and is not a substitute for it. Licensed trades (electrical, HVAC, plumbing) are additionally expected to hold a valid, current license in their operating state.
Failure to maintain required insurance or licensing, misrepresenting credentials, or a pattern of substandard, incomplete, or unsafe work are all grounds for removal from the platform.