Reviews Policy

You can leave a review for any tradesperson hired through OnCallFix once the work has started or completed, or after you have paid the first hour upfront on a booking. Reviews are tied to a specific completed job.

If you want to share an experience that does not meet those conditions, contact us at hello@oncallfix.com and we will look at it case by case.

Reviews should be honest, specific, and based on your real experience. When writing yours:

• Keep it to 1,000 characters or fewer.
• Focus on the work the tradesperson did.
• Comment on their professionalism and how they communicated.
• Stay constructive. Avoid accusations or offensive language.
• Stick to facts and be clear in your feedback.

Reviews can shape someone's livelihood. We ask you to be considerate, even when things didn't go as planned. Do not include:

• False, inaccurate, or misleading statements.
• Personal or private information about the tradesperson, their team, or anyone else (names, addresses, phone numbers, etc.).
• Offensive, vulgar, racist, discriminatory, hateful, or threatening language.
• Links or promotional material taking readers off the platform.

We publish reviews that meet this policy. We will remove a review if:

• No work has started and no payment has been made.
• The review is not linked to a real job posted through the platform.
• The customer has been paid or otherwise incentivised to post it.
• It contains personal or identifying information about any individual.
• It contains offensive, discriminatory, or illegal content.
• It is demonstrably false or misleading.
• The customer requests its removal.
• A court order requires us to remove it.
• It violates our Terms of Service.

Tradespeople can also dispute a review. We will investigate and remove it if it breaches this policy.

You can edit your review by logging into your account and finding it in your job history. To delete it entirely, contact us via our contact page and we will remove it.

To make sure only genuine reviews are published, we require:

• The review is linked to a job posted by a customer on OnCallFix.
• The tradesperson was hired via the platform for that job.
• The customer is logged into their account when posting.

We monitor all reviews, positive and negative, as part of our ongoing assessment of tradespeople on the platform.

In limited circumstances, we may also accept reviews from up to five customers who hired a tradesperson before they joined OnCallFix. These must be verified with a copy of the paid invoice and are only published once confirmed. This option exists to help new tradespeople get started, not as a loophole for paid reviews.

Sponsored, incentivised, or fake reviews are not allowed. Where we find them, they will be removed and the accounts involved may be closed.

After a job is signed off, the customer is prompted to leave a review by email and in the app. Reviews are rated on a 1 to 5 star scale, with 5 being the highest. A tradesperson's overall rating is the average across all their eligible reviews.

Responding professionally to reviews, particularly negative ones, is one of the strongest signals you can send to future customers. One low rating surrounded by high ones tells a much better story when you have responded calmly and addressed the issue.

When responding to a review:

• Keep it professional and constructive.
• Do not include personal details about the customer.
• Stick to the facts. Avoid accusations or offensive language.
• Do not use it to promote services or drive readers off the platform.

We may remove responses that breach this policy and will notify you if we do. If a review or a response is disputed, contact us at hello@oncallfix.com.

A review system that customers and tradespeople trust is the single most important thing for the platform's long-term health. We will update this policy from time to time to keep pace with industry standards and the law. The current version applies to all users alongside our Terms of Service.