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How Zwivio Protects Your Business
A quick overview of how Zwivio handles assignment fees, reliability, homeowner decisions, and disputes.
PLATFORM PROTECTIONS
Your money. Your reputation.
Your control.
Zwivio was built to protect your outcomes. Here's exactly how that shows up when it matters.
Zwivio is not a public business directory.
Your company is only shown to a homeowner when you are actually involved in that homeowner's job flow.
Your card is not touched until a job is officially assigned to your schedule. That is the only trigger.
Platform Protection
You decline an offer
No charge. Nothing on your account.
Platform Protection
You miss the response window
No charge. The job moves on, your balance is untouched.
Platform Protection
You accept, but the homeowner does not confirm
No charge. The hold releases. Your card is never touched.
Platform Protection
A homeowner approves a different pro on a Quote
No charge for that homeowner. You pay only per homeowner who explicitly approves you.
Inside Field Console, Performance & ROI helps you review offer outcomes and platform-fee activity over time.
What is Zwivio (for service businesses) and the business-model page explain official assignment and charge timing across job types.
What a confirmed assignment costs
Line-item platform fees are shown on the pricing & earnings page after a quick contractor unlock. Fees apply on official assignment only. See the scenarios above for when you are not charged.
When a job changes after assignment
Most billing questions come down to timing: whether the job was officially assigned, whether a Zwivio platform fee was collected, and whether homeowner contact details were already released.
If the job does not reach official assignment, Zwivio does not collect the platform fee. If no platform fee was collected, there is nothing to refund.
After a platform fee is collected, the outcome depends on what happened next. Some cases may result in contractor credit. Some may qualify for a cash refund. Some require Zwivio Ops review before a credit, refund, or denial decision is made.
If homeowner contact details were already released, the case is reviewed by Ops. Contact release means the contractor received homeowner information for that job, so Zwivio does not treat the situation as an automatic refund case.
Credit and refund are not the same thing. A credit adds balance to your Zwivio account for future platform fees. A refund sends money back to the payment method when supported by the payment provider and approved under the review process.
If your account uses manual billing, automatic cash refunds may not be available through the platform. In those cases, Zwivio may use account credit or handle the situation offline through Ops.
Before official assignment
No platform fee is collected before official assignment. If the job does not finalize, there is no Zwivio platform fee to refund.
After the fee is collected, before contact release
The case may qualify for contractor credit or refund depending on the timing, payment provider, and reason the job changed.
After contact release
Ops reviews the case. Zwivio looks at timing, contact release, job status, and available evidence before applying credit, refund, or denial.
Manual billing accounts
Manual billing may not support automatic cash refunds through the platform. Zwivio may apply account credit or handle the matter offline through Ops.
Homeowners choose how they want to be matched
When a homeowner submits a request, they choose their dispatch preference:
- Auto-assign: For request types where auto-assign is enabled, once you accept and the platform confirms the match, the job can be officially assigned without a separate homeowner confirmation step. Your card is charged only on official assignment.
- Manual approval: The homeowner reviews your profile and arrival window before confirming. The job is held for you during this window. If they do not confirm, the hold releases: no charge, no penalty to your score. You are not penalized for a homeowner who does not follow through.
- Quote jobs always require explicit approval: Quote is the one job type where manual approval is not optional. It applies to every contractor on every Quote job. You may receive a Quote offer and submit your quote at zero cost. The platform fee is charged only when that specific homeowner explicitly selects you.
You never pay based on your acceptance alone. Official assignment is the trigger, and some request types include homeowner confirmation before that assignment is final.
If a dispute is filed against a job, it goes to Zwivio Ops for review, not an automated system.
- You can submit evidence as part of your dispute response
- A human may review the dispute before an outcome is applied
- You are not penalized by an algorithm acting alone
Verified completion evidence
After a job is marked complete, contractors can optionally submit a 30-Second Close packet with photo evidence and job outcome details. Verified packets help document the work, support dispute protection, and improve future routing. When rewards are enabled for that job type, verified packets can earn wallet credit for future assignments.
Your Reliability Score reflects your history, not a single bad day
- Tier placement is based on your overall track record, not any single incident
- A late cancellation or missed offer does not immediately change your tier
- Service businesses who build a consistent record of fast responses, accepted offers, and completed jobs without last-minute cancellations are the kind of partners Elite standing reflects. Tier placement is determined by Zwivio from your overall history and conduct.
Starter
Getting started
Trusted
Proven track record
Elite
Earlier offers / first call
We reward the pattern, not the exception.
You control when you are available
On-Call is business-controlled. Turn it on when your team can realistically respond, and use capacity controls when the day changes. Field Console lets you mark your team open, unsure, full for today, or available only during selected windows.
Accurate availability helps Zwivio avoid routing work to a team that cannot take it. If On-Call stays on while your team cannot engage, missed or late responses can affect reliability over time.
No background location tracking. Zwivio uses only the location you choose to share, such as a ZIP or city, to help with proximity and ETA context.
FULL is for today. Use FULL when your team is at capacity for new same-day work. Future service windows may still be considered if your On-Call and coverage settings allow them.
What happens if you miss your exclusive window
Exclusive windows are short by design. Homeowners need fast help, and the platform is built around that. But missing a window does not permanently remove you from consideration.
If your window expires and the job has not been filled yet, you can register late interest by text with your available arrival window. The platform will reconsider you at the next available opportunity in the routing flow. No guarantee, but you stay in play rather than being locked out entirely.
Two things that do not change when you register late interest:
- The expired window is still logged as a signal in your Reliability Score. Consistent fast responses are what builds Elite status. Late interest does not erase the miss.
- Your previous offer link remains expired. Late interest is a new signal to the platform, not a way to reopen an old offer.
Exclusive does not mean pay-to-view
When Zwivio uses an exclusive response window, one eligible business is first in line for that offer during that window. If the window expires, the job may continue routing to another eligible business.
That does not turn the request into a paid shared lead. You are not charged for receiving, viewing, declining, ignoring, or missing the offer. The platform fee applies only when the job is officially assigned under the rules for that request type.
Routing failures, stalled assignments, and dispute edge cases can have an Ops escalation path.
- Service businesses can reach Ops directly for billing questions, dispute evidence, and account issues
- Manual Ops intervention may be available when automation fails or a situation falls outside normal routing
- You are not navigating a help-desk chatbot when something goes wrong
Common business concerns
A few practical situations service businesses often ask about before they ever run their first Zwivio job.
Something looks off before I accept
If homeowner details or timing look inconsistent, use caution and contact Zwivio Ops before forcing a risky commitment.
The timing changes after assignment
If timing shifts, communicate clearly and early. If the assigned plan no longer works, Zwivio may need to help restart the workflow correctly.
The issue is different on arrival
If the actual problem differs from the routed details, document what changed and submit it through the dispute flow in the portal if the visit needs review.
I need help with reassignment or escalation
If your team can no longer fulfill the job properly, timing and documentation matter. Contact Zwivio as early as possible so the next step can be handled correctly.
I think something should be reviewed
Billing disputes, misleading details, homeowner no-shows, contact-release questions, and other edge cases can be reviewed by Zwivio Ops with evidence. Automation does not replace that review.
I accepted, but the job cannot move forward
If the job cannot move forward, cancel it properly first when that option is available so Zwivio can continue routing. File a dispute afterward if there are grounds.
Automation handles most dispatches. Humans may handle additional cases. When routing can't complete an assignment automatically, our team may coordinate follow-up to help get the job covered. Homeowners receive updates along the way, and service businesses aren't penalized for system-side gaps.
Still have questions before you apply?
Review the FAQ and protection details before you apply, or request a short walkthrough if you want help deciding.