Frequently Asked Questions
Answers about provider availability, evidence review, fees, booking records, Stripe payments, disputes and invoices.
When does EBZY request payment?
Requesting or accepting a service quote does not collect payment. EBZY service-job milestone payments and provider payouts are not available yet. Agree payment terms directly with the provider before work begins.
Can I cancel a booking and receive a refund?
For a service quote, discuss cancellation and any payment made outside EBZY directly with the provider. EBZY does not hold service-job funds or process service-job refunds yet.
Do customers pay any booking or discovery fees on EBZY?
No. EBZY charges customers RM 0 in platform booking fees, discovery fees, or transaction surcharges. You only pay the agreed service price and applicable Malaysian SST. There are zero hidden fees or drip pricing under the Consumer Protection Act 1999.
What is the provider platform commission rate?
The provider fee shown for an accepted booking covers the platform service. Stripe processing and any provider insurance are separate matters unless the checkout or provider agreement expressly says otherwise.
How does EBZY verify service provider credentials and registrations in Malaysia?
Regulated providers must submit applicable credentials such as SSM business registration, Suruhanjaya Tenaga certificates (Wireman PW1-PW4), SPAN plumbing permits, or CIDB contractor registration before verification.
How does EBZY show provider checks for different services?
EBZY displays relevant evidence including SSM registration, identity verification, technical competency certificates, and insurance status on provider profiles.
What happens if a job is defective, incomplete, or damaged?
If work does not meet the accepted scope, you can submit a dispute with supporting evidence through the booking record. Any payment pause, refund or card dispute follows the accepted booking terms, Stripe processing and applicable law; EBZY does not guarantee a 48-hour outcome.
Are providers protected against fraudulent customer chargebacks?
Booking messages, photos, receipts and compliance documents can help either party respond to a payment dispute. Stripe and the card network decide chargebacks; EBZY cannot guarantee an outcome.
Do I receive a valid Tax Invoice and receipt for every booking?
Every paid booking generates a digital receipt and itemized invoice detailing the provider's details, transaction amount, and SST component (where the provider is registered for SST).
Can registered businesses claim these expenses under LHDN tax deductions?
Generated invoices and receipts include official transaction references suitable for corporate expense claims and accounting records according to LHDN guidelines.
How are service providers paid during the pilot?
EBZY does not collect service-job payments or pay out service providers yet. The customer and provider must agree the payment method and timing directly before work begins.
What documents are required to join EBZY as a licensed trade provider?
Providers submit an ABN and the identity, licence or insurance evidence applicable to the services they want to offer. Evidence is marked pending until the relevant review is complete; requirements can vary by service and jurisdiction.
Still Have Questions?
Contact EBZY for help with quote scopes, provider evidence statuses, account access and payment records. Response times depend on current support capacity.