How do I report a problem with a job?

Report it on the order page before approving, and the payment stays on hold.

If the work wasn't done as agreed, report a problem before you approve the job. This keeps the payment on hold while it's sorted out.

How to report

  • Go to My tasks and open the order.
  • Select Report a problem.
  • Describe what's wrong and what you'd like to happen.
  • Add photos that show the issue.

You can report a problem until the payment is released, that is, within 7 days after the Hero marks the job as completed, unless you've already approved it.

What happens next

The Hero is notified, and you have 14 days to agree on a solution together in the chat. Common solutions are:

  • the Hero comes back to fix the work
  • a partial refund for the part that wasn't done
  • a full refund if the job wasn't carried out

If you can't agree, HomeHero's team steps in. See How are disputes resolved?

Damage to your home?

Accidental damage caused during the job is handled separately. See Damage protection.

Premium bookings

For Premium jobs, use the quality guarantee instead. See Premium quality guarantee.