Help Centre

When you raise a dispute, Bob O Job holds your payment while we review the evidence — our team looks at every dispute within 2 business days. If your dispute is upheld, how quickly you see the money depends on whether it had actually been taken from your account. If it had not — your card was only authorised — we release the hold instead, and the pending amount drops off your statement, usually within a few days depending on your bank. If it had already been taken, we issue a refund to your original payment method, which typically appears within 5–10 business days. You can track it under Payment History in your account.

If your Jobber cancels before setting off, we put your job straight back out to other Jobbers and keep your booking alive — your payment is untouched and you won't be charged until someone completes the work. If they cancel after setting off, the job is cancelled and you get every penny back automatically. In almost every case nothing had been taken from your account yet, so we simply release the hold and the pending amount drops off your statement, usually within a few days depending on your bank; if the money had already been taken, the refund typically appears within 5–10 business days. You can rebook straight away either way.

Once a customer confirms the job is complete (or after the automatic 240-minute confirmation window passes), your earnings are released from escrow. From there it's paid into your bank on Stripe's standard schedule — usually 1–2 business days once your account is established. Your first payout can take a little longer while Stripe finishes its checks. You can view your payout status in Settings → Payouts. If a payout looks stuck, contact support.

After your job is confirmed complete, you'll see a prompt in the app to rate your experience. You can also go to My Jobs, find the completed job, and tap 'Leave a review'. Reviews must be submitted within 14 days of job completion and appear on your Jobber's public profile.

A Jobber's reliability score (shown on their profile as a number from 0 to 1) reflects how consistently they complete booked jobs. The score decreases when a Jobber cancels a job they've accepted — and the closer to the booked start time they cancel, the bigger the drop, because that's when you're most likely to be left waiting. Cancelling well ahead of time has little or no impact; a last-minute cancellation or no-show has the most. Jobbers who fall below a threshold are flagged for review by our team. The score can recover over time with consistent, on-time job completions.

If your Jobber is running late, message them from the job screen. If they still haven't arrived 15 minutes past your booked start — or 15 minutes after they accepted, on an on-demand job — open the job, tap 'Help with this job' and choose 'My Jobber hasn't turned up'. You get a full refund, with no fee of any kind, and it's recorded against the Jobber. You do not have to use Cancel for this, and you shouldn't: cancelling is priced as though you changed your mind.

What you get back depends on how far your Jobber has got, not on the clock. Before they set off, cancelling is free. Once they are on their way, the first 2 minutes are still free. After that they keep a share of the job for the journey they have made, rising with the minutes they have actually travelled and capped at 15% of the job or £10, whichever is lower — so a Jobber who has just set off costs you nothing, and one who has driven a long way is compensated fairly. After they have arrived and started, you pay only for the part of the job actually carried out and the rest is refunded. Once your Jobber marks the work finished, cancelling is no longer available — if something is wrong, report a problem instead and we hold your payment while we review it, which can end in a full refund. If a Jobber cancels on you, you are always refunded in full. Emergency cancellations can be appealed via our support team.

You earn £10 credit when someone you refer signs up and completes their first booking. Credits are applied automatically at checkout to reduce your booking cost. They do not expire, and they cannot be transferred or withdrawn as cash. Your balance is shown on your home screen, and you can find your referral link in Account → Refer a Friend.

Go to Account → Settings to update your name, phone number, and profile photo. To change your email address, contact support — we'll verify your identity first for security. Jobbers can update their bank account details for payouts in Settings → Payouts.

Call us on 020 4652 8283, Monday to Saturday, 8am to 8pm. It is a London number charged at your normal rate — we make nothing from the call — and it takes calls only, so please don't text it. That is our only support number: if anyone gives you a different one claiming to be us, it isn't. You can also reach us through the Help section in the app (tap your profile → Help → Contact Us) or by emailing hello@bob-o-job.com; both arrive in the same inbox, and we aim to reply within 1 business day and to review a dispute or a report about a job within 2 business days. Outside our opening hours the line will tell you when we open and take a message. For urgent safety issues during an active job, tap Safety on the job screen and then Emergency, and call 999 if anyone is in danger — our line is not an emergency service.