Guaranteed credits

If you share your personal number inside the app (in a chat message or call), no credit refund applies.

The chat closes automatically when the request is no longer active. This can be due to:

1. 24 hours pass without a response from the customer and no activity is recorded in the app, such as:
- A message from the customer in the chat.
- A call answered by the customer.
- A call made by the customer to your dingdoor number.
→ In this case, we refund the credits used and close the thread.

2. The customer cancels the request or changes provider.
→ If the customer indicates that they already completed the service with another provider, contact support so they can review the case and process the credit refund.

Didn’t solve your issue?
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This is dingdoor’s policy that refunds the credits used for a request when when the customer does not respond within the first 24 hours.
- When the count starts: from the moment you accept the request and the app sends the first automatic connection message.
- What doesn’t count: calls, messages, voicemails, or communications outside the app (WhatsApp, SMS, or direct calls).
- What is refunded: the credits used for that request (not the money you spent buying credits).
- How it applies: the refund is processed automatically once 24h pass without a customer reply.

Didn’t solve your problem?
Contact support.

The refund covers the credits used for that request. If within 24h the customer did not reply in the app chat or answer a call, we return the exact number of credits that request cost. If you see fewer credits, check the following:

- Compare correctly: only the credits used for that specific request are refunded, not the money you paid for credits or credits from other requests.
- Movements history: the credit adjustment may be correct, but your balance dropped due to other requests you accepted afterwards. Check the adjustment amount and the request cost in the details.
- Multiple requests on the same day: only the ones with no customer response within 24h are refunded.
- There was a reply in the app within 24h: in that case, the guarantee does not apply (no refund for that request).

Didn’t solve your problem?
Contact support.

Closing the chat does not mean you lose your credits.

- Once a successful connection is registered (message, call, or exchange inside the app), you have already fulfilled the contact requirement.
- The chat may close automatically after 24h, or if the customer cancels or chooses another provider.
- Credits are only consumed when you first accept the request and do not depend on how long the chat stays open.

Didn’t solve your problem?
Contact support.

A successful connection can occur even if you didn’t actually speak directly with the customer. For example:

- If the customer sent at least one message in the app chat.
- If the customer answered at least one call or made a call to the proxy number.
- If you shared your number inside the app (chat or voicemail).
- In those cases, the system marks the connection as successful and no refund applies.

Didn’t solve your problem?
Contact support.