You're self-employed. You choose which jobs to take, when to work, and how to do the work. Nobody here will ever tell you to be online, and declining jobs costs you nothing.
What we do expect is that when you accept a job, you honour it — and that you treat the people whose homes you walk into the way you'd want someone to treat yours. That's most of it. The rest of this page is the detail.
Turn up
A customer has planned their day around you. Arriving is most of the job.
- Be on time. If you're going to be late, say so in the chat before you're late, not after.
- Set off when you say you will. The customer is watching a live ETA — if it says eight minutes and you haven't left, they know.
- Don't accept work you can't get to. Check the distance and the time before you tap Accept, not after.
If something genuinely goes wrong — you're ill, your van won't start — cancel as early as you possibly can. Early cancellations have little or no impact. It's the late ones that hurt someone.
Do the work properly
- Work to the standard a competent professional in your trade would.
- Do what was agreed. If the job turns out to be bigger than described, propose extra time or extra cost in the app and let the customer approve it. Don't silently do half, and don't silently do double and expect to be paid for it.
- Bring your own equipment. If a job needs kit you don't have, decline it.
- Consumables — cleaning products, fixings, plants — are yours unless the customer agreed otherwise in advance, in writing, in the app.
- Follow health and safety law. If you can't do something safely, don't do it.
Take your before and after photos. Every time, even when it feels unnecessary. They protect you far more often than they protect anyone else.
Be someone people want back
- Introduce yourself. Say what you're going to do.
- Respect the house — shoes, pets, kids, other people trying to work.
- Clear up after yourself.
- If you break something, say so immediately. Honest mistakes get sorted out. Hidden ones end accounts.
- Reply to messages while a job is live.
No racism, sexism, homophobia, transphobia, ableism, slurs or harassment — in messages, in your profile, or in person. That's an immediate removal, not a warning.
Keep it on the platform
All bookings, payments and messages go through bob-o-job.
If a customer offers to pay you cash to avoid the app, or asks you to come back directly next month, the answer is no — and the reason isn't that we're protecting our margin. Off-platform, you have:
- no payment protection if they don't pay
- no dispute process if they claim you didn't do the work
- no record of the check-in, the photos, or what was agreed
- no cover from us if something goes wrong
Say "Book me through the app and you can request me by name — it's the same price and we're both covered." Customers can request you directly, so a happy customer costs you nothing to keep.
Taking work off-platform is grounds for removal.
Look after people's information
You'll learn things about customers — where they live, when they're out, sometimes a door code.
- Use it for the job and nothing else.
- Don't keep it after the job.
- Don't share it, don't post it, don't photograph anything you don't need for the job.
- Never photograph people, personal documents, or the inside of rooms you weren't asked to work in.
Safety — yours first
- If a situation feels unsafe, leave. Then tell us. Nobody here will second-guess you.
- Use the Emergency button on the job screen. It offers 999 and it alerts our team.
- Report hazards you can't manage safely to safety@bob-o-job.com.
- If you see something that suggests someone is being harmed — domestic abuse, modern slavery, a child at risk — call the police, then tell us at safety@bob-o-job.com.
In an emergency, always 999 first.
Reviews and ratings
Customers rate you after every job, and you rate them. Your average rating is public on your profile and it's one half of what unlocks bonus tiers.
Don't ask a customer to change a review, don't offer anything in exchange for a good one, and don't retaliate with a rating. If a review is genuinely unfair — abusive, or about something outside your control — raise it as a dispute and a human will look.
Keep your account yours
- Don't let anyone else use your account or do jobs in your name. Customers booked you, and you were the one vetted.
- Keep your documents current — insurance and certificates expire, and we'll warn you about 30 days before they do.
- Keep your details accurate. If you change how you work — sole trader to limited company — update Account → Tax details.
What happens if this goes wrong
Most problems are a conversation. Somebody misjudged a job, somebody had a bad week. We'd much rather sort it out than lose a good Jobber.
Serious or repeated breaches — dishonesty, off-platform payments, safety incidents, abuse — can mean suspension or removal. If that ever happens you'll be told why, and you can appeal to a human. See If things go wrong.
The full, formal version of everything on this page is in the Jobber Terms and the Acceptable Use Policy. Where this guide and the Terms differ, the Terms win.
Next: If things go wrong