Customer Terms

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

DRAFT — assumptions to confirm before publishing

Legal entity: BOB O JOB LTD, England and Wales. Replace placeholders with the actual entity details.

These Customer Terms apply alongside the Terms of Use, Privacy Policy, Acceptable Use Policy, Cookie Policy, and Cancellation & Refund Policy.

Customers set the price they are willing to pay for a job. The Platform may suggest a price; the Customer's choice is final.

Service fees charged by bob-o-job are included in the total price shown at booking and are not separately itemised. We reserve the right to change service fees on future bookings.

Funds are held by Stripe in escrow from the point of Customer payment until the job is completed, cancelled, or otherwise resolved.

Customers contract directly with Jobbers for the services they book. bob-o-job is not a party to that service contract.

Consumer rights under the Consumer Rights Act 2015 are preserved.

1. About these Customer Terms

These Customer Terms ("Customer Terms") apply to your use of the bob-o-job platform as a Customer — anyone who posts jobs or pays for services through the Platform.

They apply alongside our Terms of Use and the other documents listed in those Terms. Where these Customer Terms conflict with the general Terms of Use, these Customer Terms prevail for matters affecting Customers.

Words used here have the same meaning as in the Terms of Use unless otherwise stated.

By using the Platform as a Customer, you agree to these Customer Terms.

2. Who you contract with

The Platform is operated by BOB O JOB LTD ("bob-o-job", "we", "us", "our").

When you book a job through the Platform, you enter into two separate contracts:

With bob-o-job — for the use of the Platform. These Customer Terms (and the Terms of Use) govern this contract.
With the Jobber who accepts your job — for the actual service. This is a contract between you and the Jobber as independent parties. bob-o-job is not a party to it.

bob-o-job is not your contractor, employer, agent, or representative for the services performed by Jobbers.

3. Eligibility

To book a job as a Customer you must:

be at least 18 years old
have a verified email address and (where required) a verified phone number
have a valid payment method
be located in or booking services within the geographic areas the Platform serves
not have been previously banned from the Platform

If you are booking on behalf of a household, employer, or organisation, you confirm that you have authority to do so and that the payment method belongs to you or you have authority to use it.

4. Posting a job

4.1 What you tell us

When you post a job you must provide accurate information about:

the service you need
the location where the job will take place
when you need the job to be done
any specific requirements (skill level, equipment, scope)
the price you are willing to pay

4.2 Setting the price

You decide the price you are willing to pay for your job. The Platform may suggest a price based on similar jobs in your area; the final decision is yours.

The price you set is the total you will pay if a Jobber accepts. This total includes the service fee retained by bob-o-job; it is not added on top of your price.

4.3 Job descriptions

Your job description should give Jobbers enough information to decide whether to accept. You must:

describe the work honestly and completely
not omit material facts (e.g. presence of pets, accessibility constraints, scope that exceeds what a typical job in the category would cover)
not include personal data of third parties (e.g. other household members) unless they have consented
not include unlawful, offensive, or misleading content (see the Acceptable Use Policy)

You may upload photos to help Jobbers understand the job. By doing so you confirm you have the right to use those photos and that they do not show identifiable people without consent.

4.4 Right to refuse

We may refuse a job posting, or remove one already posted, if it:

breaches the Acceptable Use Policy
appears to be fraudulent
appears to involve illegal activity
relates to a service category we do not currently support
contains material risks to Jobber safety that cannot reasonably be mitigated

We will tell you why and refund any amounts paid.

5. Matching and accepting a Jobber

5.1 How matching works

When you post a job, our matching engine identifies Jobbers who are eligible based on factors including category, location, availability, equipment, and skill level. Eligible Jobbers are notified about your job. The first Jobber to accept the job is matched to it.

We do not guarantee that any particular Jobber will accept your job, or that any Jobber will accept it within any particular time. If no Jobber accepts, we will give you options — for example, to widen the search radius, adjust the price, change the timing, or cancel the post.

5.2 You are matched with the accepting Jobber

When a Jobber accepts your job, a service contract is formed between you and that Jobber on the terms set out in your job posting (price, location, timing, scope). bob-o-job facilitates this match but is not a party to it.

5.3 Jobber cancellations before the work

A Jobber may cancel after accepting but before they start travelling to you. If this happens we will normally find you another Jobber automatically. If we cannot find a replacement you will be fully refunded.

5.4 Information about Jobbers

We verify Jobbers' identities through Stripe Identity and require them to confirm right to work in the UK. We do not perform DBS or other background checks unless explicitly stated for a particular category. You are responsible for reading the Jobber's profile, ratings, and reviews, and for using common sense and the safety features of the Platform (check-in codes, before/after photos, in-app messaging).

6. Payment

6.1 How you pay

You pay the total price for the job at the point of booking. Payment is processed by Stripe through the Platform. We do not store your full card details.

Funds are held by Stripe (in escrow) until the job is completed, cancelled, or otherwise resolved through a dispute. They are not released to the Jobber until the job is completed.

6.2 What's included in the price

The total price you see at booking includes any service fee retained by bob-o-job and any VAT we are required to charge on our fee. Where the Jobber is VAT-registered and required to charge VAT on the service itself, this is the Jobber's responsibility to manage; we will display any pricing inclusive of VAT where we are aware of the Jobber's VAT status.

6.3 Payment failures

If your payment fails (insufficient funds, card declined, etc.) the job will not be posted. You can try again with a different payment method.

6.4 Receipts

A receipt is emailed to you after the job is completed and funds are released. You can also access past receipts in your account.

6.5 Currency

All amounts are in pounds sterling (£ GBP).

7. Changes to a job after posting

7.1 Material changes (require Jobber approval)

The following changes are material and require the Jobber to approve before they take effect, once a Jobber has accepted:

changing the address
changing the date or time
changing the scope of the work (e.g. number of rooms, addition of tasks)
changing the price
changing the number of Jobbers required

When you propose a material change:

The change goes into a "pending" state — the Jobber sees the new version, you see what you proposed
The Jobber is notified and asked to Accept or Decline
Accept — the change is applied; both parties continue with the updated terms
Decline — you choose whether to revert to the original or to cancel the job (subject to the Cancellation & Refund Policy)

7.2 Minor changes (no approval needed)

The following changes do not require approval:

typo fixes to the description
adding or removing photos
clarifying notes that do not change scope, location, time, or price

7.3 Disagreements

If you and the Jobber cannot agree on a proposed change you may cancel the job. The refund and any Jobber compensation are determined by the Cancellation & Refund Policy depending on the stage the job is at.

8. Cancellations and refunds

Cancellation rights and refund amounts depend on the stage the job is at when you cancel. The full rules are set out in the Cancellation & Refund Policy. In summary:

No Jobber assigned yet — full refund
Jobber assigned but not on their way — full refund
Jobber on their way, more than 15 minutes from arrival — full refund
Jobber on their way, 15 minutes or less from arrival — partial refund; the Jobber receives a partial payment
Jobber has arrived (checked in) — smaller refund; the Jobber receives a larger payment
Work in progress — no refund; the Jobber is paid in full

See the Cancellation & Refund Policy for the exact amounts and edge cases. We may apply different rules in clearly exceptional circumstances (for example, a documented serious safety concern raised through the dispute process).

9. While the work is happening

9.1 Access

You must give the Jobber reasonable access to the location, any equipment or facilities you have agreed to provide, and information needed to perform the job safely.

9.2 Check-in code

When the Jobber arrives, they will ask for a check-in code shown in your app. This confirms they have arrived at the agreed location. Share the code only with the matched Jobber.

9.3 Photos

For some categories the Jobber will take before and after photos. These are stored against the job record and are available to you, the Jobber, and our trust-and-safety team if disputed.

9.4 Scope changes during the job

If the Jobber identifies additional work that is outside the agreed scope, they should propose this to you through the in-app messaging and (if you agree) submit it as a material change. Cash payments outside the Platform for additional work are not allowed (see the Acceptable Use Policy).

10. After the work

10.1 Marking the job complete

Once the work is finished the Jobber marks the job as complete. You will be prompted to confirm and to leave a review.

If you do not confirm within 48 hours of the Jobber marking the job complete, and have not raised a dispute, the job is automatically treated as complete and funds are released to the Jobber.

10.2 If the work is not satisfactory

If the work is not what you agreed:

First try to resolve it with the Jobber directly through in-app messaging.
If that fails, open a dispute through the Platform within 72 hours of the Jobber marking the job complete. Disputes raised after this window may not be eligible for refunds.
Our trust-and-safety team will review the dispute, may request photos, messages, or other evidence, and will issue an outcome — which may include a partial or full refund, a discount on a future job, or a finding in the Jobber's favour.
Our outcomes are intended to be fair to both parties but are not legally binding on either of you. You retain your right to pursue legal action.

10.3 Reviews and ratings

You can rate and review the Jobber after the job is completed. Reviews must:

be based on your actual experience
be honest and not misleading
avoid personal attacks, discriminatory language, or anything that would breach the Acceptable Use Policy
not include personal data of the Jobber beyond what is appropriate to the context

We may remove reviews that breach these rules. We do not edit reviews to change their substance.

The Jobber may also rate you. This rating is visible to other Jobbers when they are deciding whether to accept your future jobs.

10.4 Repeat bookings

You may want to book the same Jobber again. To do so, book through the Platform — you can request a specific Jobber by name in your job posting and we will try to match them to you. Booking the same Jobber directly off-platform, bypassing the Platform, is a breach of the Acceptable Use Policy.

11. Your responsibilities

You are responsible for:

the accuracy of the information you provide
the safety of the location where the job takes place (warning the Jobber of any hazards, securing pets, etc.)
valuables, documents, and personal data left at the location during the job
household members, guests, or other third parties at the location and their behaviour towards the Jobber
your interactions with the Jobber, which must comply with our Acceptable Use Policy
ensuring that the work you commission is lawful and that you have the right to commission it (e.g. you own or are entitled to use the property)

You agree to treat Jobbers respectfully and not to discriminate against them on the basis of any characteristic protected by the Equality Act 2010.

12. Insurance and liability

12.1 Jobber insurance

Jobbers are independent self-employed providers. They are responsible for arranging their own insurance for the work they do, including public liability insurance where applicable. We do not provide insurance covering the work itself or its consequences.

If you have particular insurance requirements (for example for high-value items or works affecting building fabric), check with the Jobber before booking.

12.2 Your insurance

You are responsible for your own household, contents, and any other relevant insurance. Service bookings through the Platform do not extend your insurance unless your insurer has confirmed they do.

12.3 Liability between you and the Jobber

Any liability the Jobber has to you for the service they provide arises under the contract between you and them, not under any contract with us. We may assist with mediation through the dispute process but we are not liable for the Jobber's acts or omissions.

12.4 Our liability to you

Our liability to you is set out in the Terms of Use and is subject to the cap and exclusions there. Nothing in these Customer Terms limits or excludes:

our liability for death or personal injury caused by our negligence
our liability for fraud
your rights as a consumer under the Consumer Rights Act 2015 and other consumer protection legislation
any other liability that cannot be limited or excluded under English law

13. Trust and safety

We provide a number of features to help keep you and Jobbers safe:

Identity verification of Jobbers through Stripe Identity
Check-in codes to confirm Jobbers arrive at the right place
Before and after photos for relevant categories
In-app messaging that we may review in the event of a dispute
Live location during travel to the job
Escrow of funds until completion
Ratings and reviews
Dispute resolution mediated by our trust-and-safety team

You can also report concerns directly to safety@bob-o-job.com or, in an emergency, to the police on 999.

14. Suspension and termination

We may suspend or terminate your Customer account in the circumstances set out in the Terms of Use, including for breach of these Customer Terms.

If your account is terminated:

jobs not yet started are cancelled and refunded
jobs in progress are handled on a case-by-case basis through the dispute process
ratings and reviews you have left remain on the Platform (we may anonymise your displayed name)

You may close your Customer account at any time through your account settings. See the Privacy Policy for what happens to your data.

15. Changes to these Customer Terms

We may change these Customer Terms from time to time. When we do, we will:

update the "Last updated" date
notify you by email or in-app if the changes are material
give reasonable notice before material changes take effect

Continued use of the Platform after a change means you accept the updated Customer Terms.

16. Governing law and jurisdiction

These Customer Terms are governed by the laws of England and Wales. The Terms of Use set out the position on jurisdiction and your rights to bring claims in other UK or EU jurisdictions where applicable.

17. Contact

Bookings, payments, refunds: hello@bob-o-job.com
Disputes: through the Platform's "Open Dispute" function, or disputes@bob-o-job.com
Trust and safety: safety@bob-o-job.com
Privacy: privacy@bob-o-job.com
Legal: legal@bob-o-job.com
Post: BOB O JOB LTD, [Registered office address]

For emergencies call 999.