What if the job turns out bigger than expected?

Sometimes a job turns out different from the description: more rooms, hidden damage, extra materials. Here's how to handle it fairly.

Talk first

Explain the situation to the customer in the private chat before doing any extra work. Be specific about what the extra work is and what it would cost. Photos help.

Make the change through HomeHero

Any price change must go through the platform so the extra amount is protected in the same way as the original booking. Never:

• ask for cash or a bank transfer for the extra work
• add charges on the day without the customer's agreement
• leave the original job unfinished to pressure the customer

If you can't agree

You can do the work that was originally agreed and leave it there, or both of you can agree to cancel. If a cancellation is mutual, the customer gets a full refund and the cancellation fee is charged to the Hero. See Cancellation and refunds.

Avoid it next time

Message the customer before you send your offer and state clearly in your offer what's included.