Last updated: 19 September 2026
Responsible company: Hylpers L.L.C-FZ. Contact: support@hylpers.com.
Raise a concern promptly
Use the booking support feature where available or email support@hylpers.com with “Booking Dispute”, your account contact, region, booking reference, a description of the issue and the outcome you seek.
Report the issue as soon as possible, preferably within 24 hours after the scheduled booking end. This is a request for prompt reporting and does not shorten statutory rights, payment-provider rights, a bank’s dispute period or any other mandatory legal right.
Issues that may be reviewed
A dispute may relate to matters such as provider non-attendance, Service Seeker non-attendance or lack of access, a service that was not completed or was materially different from the agreed booking, a cancellation or refund disagreement, an incorrect or duplicate payment, a safety or conduct concern, an incorrect booking status, or another material issue connected with a Hylpers booking.
Information for a fair review
Useful information may include the booking reference, agreed service scope, scheduled date and time, payment or transaction reference, relevant in-app messages, photographs, receipts, location or attendance information, and other evidence reasonably related to the dispute.
Explain clearly what occurred, what was or was not delivered, and the outcome you are requesting. Do not provide unrelated personal information, full card credentials, passwords, one-time codes, full identity documents or recordings obtained unlawfully.
How a review works
- Hylpers identifies the relevant booking and reviews the dispute submission.
- Hylpers may request missing or additional information from the Service Seeker, Service Provider or another relevant party where reasonably necessary.
- Relevant information may be shared with the other party so they have a fair opportunity to respond, while limiting unnecessary personal information.
- Hylpers reviews the booking records, applicable terms and policies, payment status and available evidence.
- Any temporary payment, payout or account action must be consistent with the applicable payment arrangements and law.
- Hylpers communicates the outcome and, where appropriate, the reasons for it.
Possible outcomes
Depending on the facts and applicable law, an outcome may include an authorised full or partial refund, payment or payout release, an agreed reschedule, correction of a booking status, a warning, restriction of a feature or account, suspension, removal of content or another proportionate action.
No particular outcome is guaranteed. The decision depends on the booking terms, relevant policies, available evidence, payment records, platform records and the rights of the parties under applicable law.
Request another review
If you believe relevant evidence was missed or new information has become available, reply using the case reference and explain what should be reconsidered. Hylpers may request further information and may revise the outcome where appropriate.
This policy does not promise a fixed response time. Hylpers will provide reasonable status information and comply with any applicable legal deadline.
Bank disputes and chargebacks
You may contact your bank, card issuer or payment provider about an incorrect, unauthorised or disputed transaction where applicable. Hylpers may provide accurate booking and transaction records when responding to a payment dispute or chargeback.
Lawfully exercising a bank, card, payment-provider, consumer or legal right does not by itself constitute misuse of the Hylpers platform. Fraudulent or abusive conduct may, however, result in proportionate action based on the available evidence and applicable law.
Relationship with refunds and cancellations
Where a dispute concerns a cancellation, refund, no-show, payment error or service problem, the Hylpers UAE Refund & Cancellation Policy may also apply.
If a refund or other payment action is approved as part of a dispute, the applicable payment-processing and posting times may depend on the payment provider, card issuer, bank or other payment participant.
Safety
If there is an immediate danger or emergency, contact the appropriate local emergency services first. Hylpers is not an emergency response service. Report related platform concerns to Hylpers when it is safe to do so.
Privacy
Personal information used in a dispute is handled in accordance with the Hylpers UAE Privacy Policy. Hylpers seeks to use and disclose only information reasonably necessary for the review, payment administration, safety, compliance or legal purpose involved.
Other rights and remedies
The Hylpers dispute process is not a court judgment or mandatory arbitration process. It does not prevent you from exercising an applicable right to contact your bank, card issuer, payment provider, consumer authority, regulator or a competent court.
Nothing in this policy waives or limits mandatory consumer, payment, banking or other legal rights that cannot lawfully be waived.
Contact
For dispute assistance, contact Hylpers L.L.C-FZ at support@hylpers.com.
