Customer Standards

1. Your account

• You must be 18 or over to book through JobTackl.
• Use your real name and keep your contact details current.
• You are responsible for bookings made from your account.
• A service for a child, such as tutoring, must be booked and managed by their parent or legal guardian. The provider must communicate with the adult account holder, not privately with the child.

2. Describe the job accurately

Providers quote and plan based on what you tell them. An inaccurate description usually means a job that cannot be completed in the time booked, which costs both of you.

• Say what the job actually involves, including the awkward parts.
• Mention access constraints — stairs, parking, narrow doorways, no lift.
• Disclose hazards honestly: pets, damp, suspected asbestos, unsafe wiring, or anything else a provider should know before accepting. Some hazards or regulated work cannot be booked at initial launch.
• Say if the property is occupied by others, or if someone vulnerable will be present.

3. Provide safe access

• Be there at the agreed time, or make clear arrangements for access.
• Make sure the working area is reachable and reasonably clear.
• Secure pets that might get in the way or become distressed.
• Provide power, water or lighting where the job needs it.
• Share an exact address only through the confirmed booking. Use temporary access codes where possible, and change or revoke them when the booking ends or is cancelled.
• Do not ask a provider to work in conditions you would not accept yourself.

4. Changes to a job

If you want more done than was booked, agree it — and the price — before the provider starts. Asking someone to “just quickly” do extra work while they are there is how disputes begin. A provider is entitled to decline additional work. Record an agreed material change through JobTackl before the extra work starts so that the scope, price and payment record remain clear.

5. Payment

Pay through JobTackl for what you agreed. Payments are processed by Stripe.

• Do not ask a provider to take payment off the platform.
• Book repeat work with a provider introduced through JobTackl through the platform as well. Do not pressure a provider to accept cash, bank transfer, gift cards or a separate payment app.
• Do not withhold payment over something that was never part of the agreed scope.
• If you are genuinely dissatisfied, raise it through Report a Problem rather than simply refusing to pay.

6. Cancellations

Cancel as early as you can. A provider who has turned down other work and travelled to you has lost income.

• More than 24 hours before the start time — full refund of the service price and the booking fee.
• Within 24 hours — half the service price is refunded, half goes to the provider as compensation, and the 10% booking fee is not refunded.
• Once work has begun, or if you do not attend — no automatic refund. You can still raise a dispute.

These are the standard outcomes. Statutory rights, exceptional circumstances, safety concerns and an upheld dispute may require a different result.

Full detail is in the Refund & Cancellation Policy.

7. How you treat providers

Providers are entitled to end a booking and leave if they are treated badly. Specifically, do not:

• Harass, threaten or discriminate against a provider
• Make sexual remarks or advances toward someone working in your home
• Pressure anyone into unsafe or uncertified work
• Film or photograph a provider without their agreement
• Leave a child alone with a provider unless the service is permitted, the required Enhanced DBS check has been verified, and the arrangement is lawful and agreed in advance

8. Reviews

• Review only a completed or otherwise eligible booking linked to your JobTackl account.
• Be specific and fair. A review affects someone’s livelihood.
• Do not use reviews as leverage to obtain a discount or refund.
• Raise a genuine problem with us before leaving a review intended as a complaint — it usually gets a better outcome.
• Do not publish an address, access code, private message, personal contact detail or information about a child.

9. If standards are not met

The same proportionate approach applies as in the Community Guidelines, including a warning, content removal, limits, suspension or permanent removal. A credible safety, fraud or child-related concern may result in immediate temporary restriction while we investigate. Abuse of a provider is treated as seriously as abuse by one. The appeal process in the Community Guidelines applies.

10. Questions about these standards

Email customers@jobtackl.com for anything about booking and using services, or support@jobtackl.com if something has gone wrong.