1. What the Support Promise is
The GetMaster Support Promise describes how our team helps when something goes wrong with a job agreed through GetMaster. GetMaster is operated by Elias Build Limited (company number SC850533). The Support Promise is a commitment to provide help and mediation. It is not insurance, a warranty for the work, or a promise to pay compensation.
2. Which jobs it applies to
Jobs where the homeowner accepted a tradesperson's quote using the GetMaster website or app. Jobs arranged outside the platform are not covered.
3. How to report a problem
Use "Report a problem" on the job in My Jobs, the Help Centre, or contact support@getmaster.co.uk / +44 7449 513337. Please report problems as soon as possible. For jobs paid by card, report before confirming the job and within 24 hours of the tradesperson marking it finished; after that the payment is released to the tradesperson automatically.
4. What we will do
- Review the job details, quote, messages and photos on the platform.
- Contact you and the tradesperson and try to help you agree a solution.
- Where a card payment is still held by our payment provider, not release it while the problem is being reviewed.
- Help you request new quotes from other approved tradespeople if needed.
- Take action on the platform where appropriate, which may include suspending or removing a tradesperson.
5. What it does not cover
- Payments made directly to the tradesperson (for example cash or bank transfer). GetMaster does not hold this money.
- A fixed amount of compensation, or the cost of repairs, damage or injury. Responsibility for the work, and any damage or injury it causes, rests with the tradesperson who carried it out.
- Work, extras or changes agreed outside the platform.
6. Your legal rights
Nothing in these terms affects your statutory rights, including your rights against the tradesperson under the Consumer Rights Act 2015. We recommend keeping your own home insurance and asking tradespeople about their public liability insurance.
7. Changes
We may update these terms. The version on this page applies from the date shown above. See also our Terms of Service.