If something goes wrong with a Zulma booking, you can file a dispute directly from your booking history. Zulma reviews every dispute internally and aims to resolve it within 7 days. Here is what to report, when, and what happens next.Documentation Index
Fetch the complete documentation index at: https://help.zulma.ca/llms.txt
Use this file to discover all available pages before exploring further.
Dispute types and reporting windows
| Issue | Report within |
|---|---|
| Property damage | 48 hours of service |
| Missing items | 24 hours of service |
| Quality issues | 24 hours of service |
| Crew conduct | 72 hours of service |
| Billing discrepancies | 7 days of service |
How to file a dispute
What happens next
Zulma reviews your dispute and aims to resolve it within 7 days. Most disputes are resolved through Zulma’s internal process. If a dispute cannot be resolved internally, either party may refer it to mediation in Ontario or seek relief in the courts of Ontario.Your coverage
Property damage
$2M Commercial General Liability insurance covers third-party property damage arising from crew negligence during a booked service.
Theft
A 50,000 Janitorial Bond covers suspected theft. Report within 24 hours and also to local police.
Quality issues
A re-clean guarantee applies to quality issues reported within 24 hours of the completed visit.
Billing discrepancies
Billing disputes are handled through Stripe’s dispute resolution process. Report within 7 days.
Pre-existing damage
Pre-existing damage is not covered. Zulma encourages a brief walkthrough of the space with your crew member before work begins to note any existing damage. Crew members take before and after photos of the work areas after every job. These photos are stored privately — accessible only to you, the crew member, and Zulma support — and are deleted within 30 days unless attached to an active dispute. If you prefer not to have photos taken, add a note to your booking and your crew member will respect that preference.If you opt out of photos and a dispute later arises, Zulma will resolve it on the available evidence without photo documentation.