Resolution Process

Before any work starts, both customer and tradesperson agree to the terms in the app: the hourly rate (or quoted total), the scope of work, and the arrangement for any additional charges if the job runs over.

Acknowledgement happens inside the app, which timestamps the agreement. The customer is shown clearly that the final price may be higher than the original estimate if the scope changes, but only with their explicit approval.

Once a job is in progress, the app tracks key events with timestamps: arrival, start of work, photo uploads, and completion. Both parties can see this information in real time on the job page.

If the tradesperson's time exceeds the original estimate, the app prompts the customer for explicit approval before extra time is logged. This stops surprises at the end and keeps billing transparent.

If a customer is concerned about the time taken, the quality of the work, or the final pricing, the resolution flow is:

1. In-app conversation first. Use the messaging on the job to raise the concern directly with the tradesperson. Many disputes are resolved here, often within minutes, because both sides simply needed to talk it through.
2. Formal resolution request. If messaging doesn't reach a resolution, the customer can open a formal request from the job page. They give a reason ("job took longer than estimated", "quality of work below standard", "pricing not as agreed", or similar) and any supporting evidence.
3. Tradesperson response. The tradesperson is notified and can respond with their side, including time logs, photos of the completed work, and any context they want considered.
4. Support team mediation. Our team reviews all the evidence: the original agreement, the message history, photos, time logs, location data, and any documents either party uploaded. We aim for a fair, evidence-based decision rather than picking sides.

After reviewing the evidence, possible outcomes include:

• No change: the work was completed to the agreed standard and the original charge stands.
• Adjusted final charge: if the tradesperson took longer due to factors outside their control, an adjustment may be agreed with the customer's consent, recorded clearly in the app.
• Partial refund: if the work was below the agreed standard, a portion of the customer's payment may be refunded from the held funds before final release.
• Full refund: in cases of seriously substandard or incomplete work, the full payment may be refunded.
• Discount on future service: as a goodwill gesture, a discount on future bookings may be offered in borderline cases.

When you can raise a dispute: within 72 hours of the job being marked complete. After 72 hours, payment is considered final and the in-app dispute route closes. You can still leave a review and pursue external remedies through Citizens Advice, Trading Standards, or the courts, see our Complaints page for those routes.

How quickly we respond: our support team acknowledges within 24 hours. The full review and final decision is provided within 5 working days, longer if either party needs more time to provide evidence.

The app supports uploading documents and photos throughout the dispute. The more evidence we have, the better the decision. Useful items typically include:

• The original quote and any in-app agreements
• Photos of the work area before, during, and after
• Message history (already attached to the job automatically)
• Time logs and location pings (already attached to the job automatically)
• Receipts for any materials
• Any external correspondence relevant to the dispute

Once we reach a decision, both parties are notified inside the app and by email. The notification includes the outcome (refund, adjusted charge, no change), the reasoning, and any next steps. If the decision results in a refund or adjustment, the app handles the payment change automatically.

If you disagree with our decision, you can request a one-time review by a senior member of our team. Beyond that, you may pursue external routes including Citizens Advice, Trading Standards, your bank's chargeback process, or the small-claims court. See our Complaints page for the full list.