If the service didn’t meet your expectations, you should first communicate with the Provider about it. Most providers would prefer the chance to fix something or address your concerns on the spot. If it’s a minor issue, a friendly conversation can often resolve it (maybe the provider can adjust or correct the work).
If you’re still unsatisfied, you have a few avenues:
- Leave an honest review: Your review will inform others of your experience. Be factual and fair – remember, reviews are public, so stick to the truth and avoid personal attacks.
- Dispute resolution: For significant problems (for example, the job was not done at all, or was done very poorly compared to what was promised), you can escalate the issue through the platform’s dispute process rather than immediately leaving a negative review. In the app, you’d mark that there’s an issue and follow the prompts to submit a dispute. The funds will remain on hold while the issue is looked at. (We cover disputes in Section 12 below.)
- Request a refund (if applicable): If the service truly was not delivered or was not as described, and you can demonstrate that, you may be eligible for a refund under our policies or Australian Consumer Law. This would typically be handled via the dispute process.
Remember, most Providers want to do a good job and earn positive reviews. Give them a chance to make it right. And when leaving reviews, try to focus on the facts of the service (others reading the review will find that most helpful).
VanLife Connect provides the platform that connects travellers and providers. Services themselves are delivered by independent providers.