At Toby, we’re committed to providing the best possible user experience. We take all violations of platform policies — or illegal behavior — seriously. When such incidents occur, we will take appropriate action to resolve the issue and prevent future recurrences, while also assisting you as quickly as possible.
Dispute Handling Process
If we receive a customer complaint or a review rated 3 stars or below, our Customer Support team will first reach out to the professional via phone and email.
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If the Pro does not respond within three days, we reserve the right to suspend the account based on the severity and frequency of the complaint.
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If we are able to reach the Pro and hear both sides of the story, we will offer impartial suggestions for improvement (e.g. better service attitude).
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If the issue is found to be on the customer’s side, we reserve the right to remove the customer’s review in order to protect the professional’s reputation.
Protecting Your Interests
To protect your interests in the event of a dispute, it is important to retain records of communication between you and the professional.
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If you use the Toby in-app chat, all records are saved within the platform. You can log in at any time to review the conversation.
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If you choose to use external apps (such as WhatsApp, email, or phone), please make sure to keep your own records of all communications.
If a dispute arises, you may contact us via phone or email and provide the relevant information for follow-up.
However, for urgent or potentially unlawful matters, please contact the police immediately to ensure your safety and protect your rights.
If a case has been escalated to the police or the courts, we are happy to provide assistance. However, personal data of any user will only be disclosed in accordance with applicable laws and upon formal request by the relevant authorities. In all other cases, Toby acts solely as a third-party platform and is not involved in the transaction between the customer and professional. If legal representatives or relevant departments reach out, we will assist accordingly.
Service Reviews
You can also leave a review of your service experience directly on Toby. These reviews are visible to other users and help them make informed hiring decisions.
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If a professional repeatedly receives similar complaints, violates platform rules, or engages in illegal activity, Toby reserves the right to suspend their account, with suspension periods ranging from 3 days to permanent deactivation.
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Once you click “Hire” on the quote page, the “Leave a Review” button will become available. You can refer to this article for details: How to write a review for a professional?
If you have any questions or need further assistance, please feel free to contact us at 3703 3250 or email us at prosupport@hellotoby.com. Our customer service team is available from 9:00 AM to 6:00 PM, Monday to Sunday (excluding public holidays).