GetMaster Support Promise | Help If Something Goes Wrong

What we do

How our team helps

⚡

We respond quickly

Report a problem in My Jobs or through the Help Centre and our team picks it up straight away.

🤝

We talk to both sides

We review the job details, messages and photos, and work with you and the tradesperson to agree a fix.

⏸️

Held card payments stay held

If you paid by card and report the problem before confirming the job, the payment is not released while we look into it.

🔁

Help finding someone else

If the job can't be put right, we'll help you get new quotes from other approved tradespeople.

How to get help

Three things that make it easier

1
Accept your quote on GetMaster
We can only help with jobs agreed through the platform, so we can see the quote, messages and job history.
2
Keep messages and card payments on the platform
If you pay the tradesperson directly by cash or bank transfer, GetMaster does not hold that money.
3
Tell us quickly
Report problems as soon as you notice them. For card payments, report before you confirm the job, and within 24 hours of the tradesperson marking it finished, after which the payment is released automatically.

Good to know

Questions

Is this insurance?+

No. The Support Promise is our commitment to step in and help. It is not an insurance policy and does not pay a fixed amount of compensation. Keep your own home insurance, and ask tradespeople whether they have public liability insurance for your job.

Who is responsible for the work?+

The tradesperson you hire is an independent business and is responsible for the work they do. Your agreement for the work is with them. See our Terms of Service.

Does this affect my legal rights?+

No. Your statutory rights as a consumer (for example under the Consumer Rights Act 2015) are not affected.

How do I contact the team?+

Use "Report a problem" on the job in My Jobs, the Help Centre, email support@getmaster.co.uk or call +44 7449 513337.

Full details: Support Promise terms.