Holler Guarantee
Our commitment to a safe and positive experience for every client and Tasker, with a clear process when things don't go as planned.
Who is responsible for what
Taskers are independent contractors. They do the work, and they are responsible for their own conduct and for the work they do. Holler is the platform: we vet Taskers before they can accept a job, hold your payment until the work is done, and run the process when something goes wrong.
The Holler Guarantee sits on top of that, as goodwill. It is not insurance and it is not a contract of indemnity. If something goes wrong during a task booked through Holler, report it within 30 days and we will look at it: one narrow case is settled the moment you file it, and everything else goes to our team.
What Holler does on every booking
Vetted Taskers only
Every Tasker passes a Canada-wide criminal record check and confirms their identity with our screening provider before they can accept a job, and completes Holler safety training. Holler never receives or stores your ID documents.
Fair dispute resolution
Every report is handled on its own merits. One narrow case is settled the moment it is filed, with account credit, and everything else goes to our support team, with fairness to both sides.
Payment held until you confirm
Your card is authorized when you book, not charged, and the job amount is only taken once the task is finished and you confirm it. The one exception before then is if you cancel inside 24 hours of the start: the cancellation fee is taken from the hold and the rest of it is released. The Tasker's payout is then held for a further 48 hours, which leaves you time to flag a problem.
Responsive support
Report any issue through your booking page. We aim to be in touch within 48 hours to understand your situation, and we will tell you what we need from you.
How to file a claim
Open your booking and tap "Report an Issue"
Available within 30 days of task completion on the Holler app or website.
Describe what happened
Email photos, receipts, or repair estimates to support@hollerservices.com so they reach your file.
Our team reviews your claim
We aim to follow up within 48 hours and may ask for additional details.
We confirm the outcome with you
An approved claim is settled as credit on your Holler account, or by another remedy we agree with you first. Nothing is put back on your card automatically.
Some quality reports are settled the moment you file
One case is settled automatically: a quality issue reported on a task done by one of our longest-standing, highest-rated Taskers. The outcome there is a $10 credit on your Holler account for a future booking, not a refund to your card, and that credit expires six months after it is issued. Every other report, including no-show, billing, damage, theft, and safety, is read and decided by a person. A booking carries one report at a time: while a report is open, under review, or settled automatically, a second one cannot be filed on that booking. If you disagree with an outcome, email support@hollerservices.com and a person will look at it again.
Claim Conditions
When a claim is approved, the following conditions apply:
- 1You must preserve damaged property from further damage and allow Holler access for inspection and photography.
- 2You must accept a repair by the Tasker as a first remedy where that is practical, before another remedy is considered.
- 3You must cooperate with any investigation, provide requested documentation by stated deadlines, and comply with any subrogation requests.
- 4Approved resolutions are confidential. Terms of settlement may not be disclosed to third parties.
What's not covered (12 exclusions)
The Guarantee has limits, and they are worth reading before you need them. Here's what falls outside its scope.
Normal wear and tear
Gradual deterioration from regular use is not covered under the Guarantee.
Pre-existing damage
Damage that existed before the task began and was not caused by the Tasker.
Disputes not reported within 30 days
Claims must be submitted within 30 days of task completion to be eligible for review.
Flooding or water damage
Water damage from flooding, leaks, or pipe issues not directly caused by the Tasker is excluded.
Motor vehicles, bikes & watercraft
Damage to any vehicle, bicycle, boat, or aircraft is not covered under the Guarantee.
Murphy beds & wall-mounted furniture
Damage resulting from assembly of Murphy beds, wall-mounted beds, or pull-down beds is excluded.
Cash or currency
Loss of cash, gift cards, or any form of currency is not covered.
Common area damage
Damage to shared building areas (hallways, lobbies, elevators) is not covered.
Accommodation or displacement costs
Hotel stays, temporary accommodation, or other displacement costs are not covered.
Theft without a police report
Theft claims must be accompanied by a filed police report to be eligible for consideration.
Client-supplied items
Damage to items or materials supplied by the Client for the Tasker to use is not covered.
Loss from lack of supervision
Losses arising from the Client's failure to provide adequate supervision, instructions, or access are not covered.
Responsibility and the Guarantee, explained
Plain-language answers to who's responsible when something goes wrong.
Taskers are responsible for their own work
Taskers are independent contractors who perform the work, not Holler employees. They are responsible for their own conduct and for the work they do. Holler is the technology platform that vets them, holds the payment, and runs the report process.
The Guarantee is a discretionary goodwill program
It is not insurance and it is not a contract of indemnity. Whether a claim is eligible, and what is done about it, is assessed by Holler on the facts of that case. Nothing on this page obliges Holler to pay any particular claim.
There is a maximum
Where Holler does decide to contribute, $1,000 per incident is the most the Guarantee will put toward eligible property damage, theft, or bodily injury caused by a Tasker's negligence during a booked task and reported within 30 days. That figure is a ceiling on what can be considered, not an amount you are entitled to.
We can change the Guarantee or end it
Because it is goodwill and not something you have bought, we may change this program or stop running it at any time. If we do, we will publish the change on this page. The version of the Guarantee in effect on the day you made a booking is the version that applies to that booking, so a change we publish later does not reach back to it.
Your own insurance is primary
For higher-value items or significant property damage, especially during moving, hauling, and cleaning, your own homeowner's or renter's insurance is the primary coverage. We recommend confirming your policy covers in-home services.
Taskers are responsible for their own insurance
Taskers are independent businesses. They are expected to carry their own applicable insurance and are responsible for damage they cause. Holler is not an insurer and does not insure their work.
How to report an incident
For any incident, document it with photos, report it within 30 days via your booking, and contact support@hollerservices.com. For theft, a police report is required.
Important:The Holler Guarantee is a discretionary goodwill program, not insurance and not a contract of indemnity. Eligibility and any resolution are decided by Holler on the facts of each case. It does not change the fact that the Tasker who did the work is responsible for it. For property damage, theft, or personal injury claims, please contact your homeowner's or renter's insurance provider and, where applicable, local law enforcement. Questions? support@hollerservices.com