Step 1. Record the problem
Take photos and video straight away. Note what is wrong and when you noticed it. If there is water damage, or the neighbours are affected, photograph that separately. These materials are the basis of everything that follows.
Step 2. Write to the pro in the xFix chat
Do not phone — write in the app. Every message is stored, and that is your evidence. Describe the problem, attach the photos, ask them to come and put it right. Under Georgian law the contractor has a reasonable period to do so, usually seven to fourteen days.
Step 3. Give them a chance to fix it
Do not demand a refund straight away. Under any agreement, spoken ones included, the pro has the first right to correct the fault at their own cost. If they agree and do it, the matter is closed.
Step 4. Escalate to xFix support
- If the pro ignores you or refuses, open a support request.
- Attach the chat with the pro, photos of the problem, the date of the work and the amount paid.
- Support reviews it within 24 hours — in practice usually within one to three.
- Where the breach is confirmed, you are compensated from the platform protection fund and the pro faces sanctions up to a ban.
Step 5. If the consequences are serious
Flooded neighbours, damaged furniture, a flat you cannot live in — go beyond the chat. Get a report from the building management, keep the receipts for the damage. Above ₾2,000 you can take it to court, and the xFix chat is accepted as evidence of what was agreed.
What we do as a platform
We look at every case carefully. Serious breaches mean an immediate ban plus compensation to the client from the fund. A low rating means less visibility in search. This is what keeps the whole system trustworthy: pros value their rating, and clients get a service that is not faked.