> ## 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.

# Report an issue with a booking

> How to flag a quality issue, missing item, or billing question on a booking, and how Zulma puts it right with a re-clean or account credit.

If something is not right with a Zulma booking, you can report it directly from your booking history. Zulma reviews every report and works to put it right, credit-first: a re-clean of the affected areas or a Zulma credit applied to your account. Here is what to report, when, and what happens next.

<Warning>
  Report issues within the time window listed for each type. Reports filed well outside these windows are harder to verify and may not be eligible for a resolution.
</Warning>

## What to report and when

| Issue                                             | Report within       |
| ------------------------------------------------- | ------------------- |
| Quality issue (something missed or not done well) | 24 hours of service |
| Missing item                                      | 24 hours of service |
| Property damage                                   | 48 hours of service |
| Pro conduct                                       | 72 hours of service |
| Billing question                                  | 7 days of service   |

## How to report an issue

<Steps>
  <Step title="Open your bookings">
    Go to **Account → Bookings** and find the completed booking in question.
  </Step>

  <Step title="Open the booking details">
    Select the booking to open its detail page.
  </Step>

  <Step title="Use the report an issue option">
    Choose the report an issue option and describe what happened. Include as much detail as you can: photos, a clear description, and the specific items or areas affected.
  </Step>
</Steps>

You can also email [support@zulma.ca](mailto:support@zulma.ca) with your booking date and what went wrong. We reply to most messages within one business day.

## How issues are resolved

Zulma resolves issues credit-first. For most reports, that means one of two things:

<CardGroup cols={2}>
  <Card title="A re-clean">
    For a quality issue reported within 24 hours, a Pro returns to put right the areas that were missed or not done well, at no extra charge.
  </Card>

  <Card title="A Zulma credit">
    Where a re-clean does not fit, Zulma applies a credit to your account that you can put toward a future booking. See [Credits](/account/credits) for how credits work.
  </Card>
</CardGroup>

Zulma resolves most issues through this internal process. If a report cannot be resolved this way, either party may refer it to mediation in Ontario or seek relief in the courts of Ontario.

<Note>
  Zulma resolves issues with a re-clean or an account credit rather than a cash refund. If a booking was authorized but never charged, that hold is simply released and you are not billed.
</Note>

## A note on billing questions

If a charge looks wrong, report it within 7 days and Zulma will review the booking. Your price is all-in: Zulma isn't charging sales tax during launch, so the number you see at checkout is the number you pay. Most billing questions come down to how the hold and final charge work: when you book, your card is authorized for the estimate, and the final amount is captured when the visit is complete. See [Payments](/account/payments) for the full picture, and [Credits](/account/credits) if a credit was applied to your booking.

If you are on **Zulma+** or **Zulma Household**, some perks apply as account credit too, such as cashback on every booking. See [Plans and perks](/memberships/plans-and-perks) for what your membership includes.

## Coverage and insurance

Every Pro is identity-verified and background-checked before taking jobs, and each Pro carries their own liability insurance. Zulma also carries **\$5M commercial general liability** and **\$100K cyber** coverage. For damage caused by Pro negligence during a booked service, report it within 48 hours with photos so Zulma can review and put it right. You can read more on the [Insurance](/trust/insurance) and [Vetting](/trust/vetting) pages.

## Photos and pre-existing wear

Pros take before and after photos of the work areas on every job. These photos are stored privately, accessible only to you, the Pro, and Zulma support, and are deleted within 30 days unless attached to an open report. If you would rather no photos were taken, add a note to your booking and your Pro will respect that.

Pre-existing damage and normal wear are not something a clean can fix, so they are not covered. A quick walkthrough with your Pro before work begins is the easiest way to note anything that was already there.

<Note>
  If you opt out of photos and an issue later comes up, Zulma will work from the evidence available. Photos make a resolution faster, so they are worth keeping on for bookings where you might want a record.
</Note>