Purpose
These Guidelines establish the process followed by StaffUpp when a dispute arises between a Company and a Staff Member regarding a booking completed through the platform.
StaffUpp acts as a neutral marketplace facilitator and will review the information provided by both parties before making a decision regarding the release of funds or any action on user accounts.
1. Types of Disputes
A dispute may be opened for reasons including, but not limited to:
Attendance
- Staff member did not attend the assignment (No-Show).
- Company representative did not attend or could not be contacted.
- Company cancelled after the staff member arrived.
Performance
- Staff member failed to perform the agreed duties.
- Staff member left early without authorisation.
- Company requested duties materially different from those described in the booking.
- Serious misconduct by either party.
Payment
- Incorrect payment amount.
- Request for additional hours.
- Overtime not agreed or disputed.
- Cancellation fee disputes.
Behaviour
- Harassment.
- Discrimination.
- Aggressive behaviour.
- Safety concerns.
- Breach of venue rules.
- Inappropriate conduct.
Other
- Damage to property.
- Fraud or misrepresentation.
- Identity issues.
- Any breach of the Terms & Conditions or Community Guidelines.
2. Opening a Dispute
A dispute must normally be submitted within 48 hours of the scheduled end of the assignment. The reporting party should provide:
- booking reference
- description of the issue
- date and time
- supporting documents
- photographs or videos where available
- screenshots of relevant communications
- names of witnesses, where applicable
3. Evidence Considered
StaffUpp may consider:
- booking records
- platform messages
- attendance confirmation
- GPS check-in/check-out (if enabled)
- uploaded photographs
- videos
- signed attendance sheets
- emails
- WhatsApp or SMS conversations related to the booking
- venue records
- payment records
- previous reliability history
The more objective the evidence, the greater its weight.
4. Payment Hold
When a dispute is opened:
- payment may be temporarily placed on hold
- neither party may withdraw disputed funds until the review is completed
- undisputed amounts may still be released where appropriate
5. Investigation Process
StaffUpp will:
- acknowledge receipt of the dispute
- notify the other party
- request additional information if necessary
- review all available evidence
- determine the outcome
- release or refund funds accordingly
StaffUpp may also request clarification from venue organisers or other relevant third parties where appropriate.
6. Possible Outcomes
Depending on the evidence, StaffUpp may decide to:
- release the full payment to the Staff Member
- issue a full refund to the Company
- split the payment proportionally
- pay only the hours actually worked
- apply the cancellation policy
- remove reviews that are found to be abusive or fraudulent
- issue warnings
- suspend or permanently deactivate accounts
7. Partial Payments
Where appropriate, StaffUpp may release payment only for:
- hours actually worked
- completed services
- agreed overtime
- agreed expenses
8. Misconduct
Where there is credible evidence of serious misconduct, StaffUpp may immediately:
- suspend the user’s account
- suspend payment pending investigation
- remove the user from future bookings
- notify relevant authorities where legally required
Examples include:
- violence
- theft
- fraud
- harassment
- discrimination
- working under the influence of alcohol or illegal drugs
- serious health and safety violations
9. Communication During a Dispute
All parties are expected to:
- communicate respectfully
- provide truthful information
- respond within the requested timeframe
- avoid threatening or abusive language
Failure to cooperate may be taken into account during the review.
10. Repeated Disputes
Users who repeatedly generate justified disputes may be subject to:
- reduced visibility on the platform
- lower Reliability Score
- temporary suspension
- permanent account removal
11. Fraudulent Claims
Submitting false evidence or knowingly making false claims is considered a serious breach. StaffUpp may:
- reject the dispute
- suspend or terminate the account
- seek reimbursement of any losses
- report fraudulent conduct where appropriate
12. Final Decision
After reviewing all available evidence, StaffUpp will issue its decision.
Unless required by law, StaffUpp’s decision regarding the release of funds through the platform is final.
These Guidelines do not prevent either party from pursuing any legal rights or remedies available under applicable law.
13. Continuous Improvement
StaffUpp may analyse dispute trends to improve platform processes, user education and matching quality. The platform may also use dispute history as one factor in a user’s Reliability Score and future eligibility for bookings.