Community Guidelines

Last updated: 21 May 2026

Community Guidelines

Last updated: 21 May 2026 Effective from: [LAUNCH DATE — update at go-live]

DRAFT — assumptions to confirm before publishing

  1. These Guidelines are a plain-English companion to the Acceptable Use Policy. They are not separately binding — the Acceptable Use Policy is the enforceable document.
  2. Tone is intentionally warmer and less legalistic than the AUP.
  3. References to BOB O JOB LTD, addresses, and contact emails match the placeholders used in the other policies.

What we're trying to build

bob-o-job exists to connect Londoners with brilliant, reliable local service providers — Jobbers — for the everyday work that keeps homes, gardens, and events running. We started in Fulham, Hammersmith, Kensington, and Chelsea because that's where we know best, and we want every job booked through the Platform to feel like a small win: for the Customer, for the Jobber, and for the neighbourhood.

These Guidelines describe how we want people to behave on the Platform. They're written in plain English. The full enforceable rules are in our Acceptable Use Policy — if there's ever a conflict, the AUP wins. But most of the time, "be the person you'd want to hire" or "be the customer you'd want to work for" covers it.

For everyone

Be honest

  • Say what you mean. Describe the job accurately if you're a Customer, your skills accurately if you're a Jobber.
  • If something goes wrong, own it. Honest mistakes get sorted; dishonesty gets accounts closed.
  • Reviews should reflect what actually happened. Don't post fakes, don't pay for puffery, don't post a 1-star review because you didn't read the description properly.

Be kind

  • Most people on the Platform are people you'd nod at in the street. Treat them like neighbours.
  • No racism, no sexism, no homophobia, no transphobia, no ableism, no slurs, no harassment. Not in messages, not in profiles, not in reviews.
  • Bad day? Take a breath before you send the message. The other person is probably having a bad day too.

Be safe

  • Look after yourself first. If a situation feels off, get out and tell us — safety@bob-o-job.com, or 999 if it's urgent.
  • Tell each other about hazards. Customers — warn about loose stair carpets, aggressive dogs, anything that might go wrong. Jobbers — flag risks you can't safely manage.
  • Photograph before-and-after when the category asks for it. It protects you, it protects the other person, and it makes disputes ten times easier.

Keep it on the Platform

  • All bookings, payments, and chats happen through bob-o-job. That's how we keep everyone protected — payment escrow, dispute resolution, identity verification only work if the booking sits with us.
  • We get it: a Jobber does great work, you want them back next month. Brilliant — book them again through the app. You can request them by name.
  • If someone asks you to "do it cash off-app", say no. It's not just our rules — it puts both of you outside the safety net.

Respect privacy

  • Don't share other people's details. A Customer's address is not a story to tell. A Jobber's last name is not for a public review.
  • Don't take photos that aren't for the job. No filming people's homes, kids, or rooms unless that's literally what was hired.
  • If you spot personal data in messages or profiles that shouldn't be there, flag it via privacy@bob-o-job.com and we'll remove it.

For Customers

Write a clear job

  • Say what you need, where, when, and roughly how big the job is. Photos help.
  • If the job's tricky — narrow stairs, no parking, three flights up — say so. Jobbers thank you for it.
  • If you've got pets, say so. Even friendly ones change how a Jobber works.

Be there when you said you'd be

  • The Jobber's on their way. Be at the address, with the check-in code ready.
  • Running late? Message in the app — Jobbers usually understand if you let them know.
  • Not at home at all? That's a no-show on your side; see the Cancellation & Refund Policy.

Pay fairly

  • The price you set is what gets offered. Don't post low to lure jobbers and then add scope on arrival. Use the in-app material-change flow if the job grows.
  • Tips are optional and lovely. They go entirely to the Jobber.

Leave a useful review

  • Reviews help other Customers and they help Jobbers do better. A specific paragraph is worth ten "5 stars, great" reviews.
  • If something went wrong, raise a dispute before leaving a one-star review. Most problems can be fixed; an angry public review locks both sides into a corner.

Don't ask for things outside the deal

  • Don't ask a cleaner to do childminding, a gardener to fix your plumbing, or a dog-walker to deliver groceries to your mum across town. If the scope grew, propose a change in the app.
  • Don't ask Jobbers to do anything illegal, unsafe, or that requires a qualification they haven't claimed.

For Jobbers

Show up

  • The biggest thing you can do for your rating is turn up when you said you would, with the equipment you said you'd bring.
  • If you're running late, message in the app. Customers nearly always understand if they hear from you.
  • If something's gone wrong on your side and you can't make it, cancel as early as possible. The customer can be re-matched.

Do the work you accepted

  • Read the description before you accept. Don't accept and then back out because the job's bigger than you thought.
  • Stay within scope. If the Customer asks for extra work mid-job, use the material-change flow — don't take cash on the side.
  • Leave the place at least as tidy as you found it.

Be honest about what you do

  • Only claim qualifications you actually have. Customers may ask to see evidence; you need to be able to provide it.
  • Only take jobs you can actually do safely. Saying no to a job that's outside your skills is the right call.
  • Equipment list on your profile should match what you actually own.

Handle the personal side with care

  • You're in someone's home, garden, or event. That comes with trust. Don't snoop, don't take photos beyond the agreed before/after shots, don't share what you saw with anyone outside the job.
  • If you encounter something concerning during a job — signs of abuse, neglect, modern slavery, a child in distress — leave safely if you need to, then tell us at safety@bob-o-job.com and the relevant authorities. Your safety first; vulnerable people's safety close behind.

Build your reputation

  • A few brilliant reviews are worth more than a hundred mediocre ones. Take pride in the work and the relationship.
  • If a Customer leaves an unfair review, respond calmly through the app's reply feature. Don't message them off-platform.
  • If you have a dispute, walk us through what happened with photos and context. Our trust-and-safety team isn't trying to catch you out — we want to get to the right answer.

What's not OK

A non-exhaustive list of behaviour that will get accounts suspended or terminated:

  • Fake reviews, sock puppets, multiple accounts
  • Off-platform payment or off-platform repeat booking after a Platform introduction
  • Misrepresenting qualifications, insurance, or right to work
  • Harassment, hate speech, discrimination, threats
  • Sexual content or solicitation
  • Predatory behaviour, especially toward vulnerable people
  • Using a Customer's home or data for any purpose other than the agreed job
  • Pressuring anyone into a particular review, refund, or outcome
  • Sharing other users' contact details, photos, or stories without consent
  • Anything illegal

The Acceptable Use Policy spells these out in detail with the enforcement consequences.

How we handle problems

If you report something

  • Use the in-app Report button for content or behaviour you've seen
  • For safety-critical issues, safety@bob-o-job.com (or 999 if urgent)
  • For privacy concerns, privacy@bob-o-job.com
  • For disputes about a specific job, the Open Dispute function in your job history

We treat reports confidentially. We won't normally share that you reported someone with the person being reported.

If we contact you

  • We'll explain what we're following up on and ask for your side
  • We aim to be fair and proportionate — first-time small breaches usually get a warning, not a ban
  • You can always appeal at appeals@bob-o-job.com within 14 days of a decision

If we get it wrong

A note on the platform we're building

We're early — we launched in 2026 and we're starting in four boroughs. That means we'll get things wrong, we'll fix them, and we'll iterate. If something on the Platform is broken, confusing, or just feels off, tell us at hello@bob-o-job.com. Genuine feedback shapes what we build next.

bob-o-job works because real people trust each other enough to let a stranger into their home, their garden, their event. Don't take that lightly. Most of the people you'll meet through the Platform are doing their best. Match it.

Contact

For emergencies, 999.

We use essential cookies for sign-in and payments, and optional analytics cookies (PostHog) to improve the site. Privacy Policy · Cookie Policy · Cookie settings