Booking Policy

A Pekerly booking is a contract for services between you and an independent professional. Pekerly is the platform that checks the professional's identity, prices the visit, holds the payment and mediates problems. Pekerly is not the professional's employer and does not perform the work.

Pricing is server-authoritative. The total you see at confirmation — service time, any urgency premium, platform fee and applicable tax — is the total we charge. Of the service portion, 75% goes to the professional and the remainder funds identity checks, support and payment processing.

Pekerly does not currently provide insurance or a damage-protection programme. The professional is responsible for their own work and for any insurance they carry.

If something goes wrong, open the visit in the app and use Report a problem within 72 hours of the visit finishing, with photographs and any relevant quote. We acknowledge reports within 2 business days. Where Pekerly took the payment, we can refund all or part of it to the card or account you paid from, and we will help you raise the matter with the professional.

Before a professional can accept work, we do the following:

• Identity check. They complete a government photo ID check, normally with our identity verification partner, Persona. A small number of earlier Pekerly Runners had their government ID reviewed by our team instead. The result is recorded before approval.
• Phone verification. We send a code to their number and they enter it, so the number that reaches you on a masked call is one they control.
• Two references. They name two references. We send each referee a private link. A reference counts only after the referee has replied and a member of our team has reviewed and approved that reply. We record the referee's answers; we do not independently verify a referee's employment history.
• Service-by-service approval. A professional is approved for named services individually by a member of our team, and can only be matched to those. That approval is our judgement on their application and any documents they chose to attach — it is a decision, not a check against a register.
• Payout identity. Stripe independently verifies them before any money can be paid out, which is a second check on who they are.

Criminal background checks are not currently active. When they are introduced for applicable roles, a completed check will appear on a professional's Trust Passport only after staff approval, with the check name and completion date. Until then, and whenever no completed check is shown, you should not assume that professional has passed one.

We do not currently confirm right to work or interview applicants. Certificates or documents a professional adds to their profile are submitted by them and are not checks completed by Pekerly. A Trust Passport shows what we have actually checked and when — it is a record of those checks and not a guarantee of anybody's future conduct.

If your professional cancels, is running more than 30 minutes late, or does not arrive, tell us from the visit screen. We re-dispatch the request to other qualified, available professionals in your area at the same agreed price.

If we cannot fill the visit within 2 hours of the scheduled start, the booking is cancelled at no cost to you and any authorised payment is released in full. Pekerly Plus members are prioritised in re-dispatch. Backup cover replaces the visit — it does not compensate for consequential costs such as missed work or alternative childcare.

You may reschedule or cancel free of charge up to 2 hours before the scheduled start. Inside that window a late-cancellation fee of 25% of the pre-tip service subtotal applies and is paid to the professional, who has held the slot.

Once a visit is in progress it cannot be cancelled in the app — message your professional to agree how to end the visit early; you are charged for the time worked, rounded up to the nearest hour. A visit that is unscheduled ("as soon as possible") can be cancelled free of charge at any time before a professional accepts.

If the professional cancels, you are never charged a fee and backup cover in section 4 applies. Repeated late cancellation by either side may result in removal from the platform.

Payment is collected when you book. Cards are authorised — money is held, not taken — and captured when the visit is marked complete. If a booking is declined, expires or is cancelled inside the free window, the authorisation is released and never captured.

Refunds after a completed visit:

• Professional did not arrive: full refund, including the platform fee.
• Visit ended early: refund of the untouched hours, rounded up to the nearest hour worked.
• Work not performed as booked: partial or full refund at the outcome of the dispute in section 7.
• Tips: paid in full to the professional and non-refundable once sent.

Approved refunds are issued to the original payment method. Your bank typically posts them within 5–10 business days; that timing is theirs, not ours.

Raise a dispute from the visit screen within 72 hours of the visit finishing. Include what happened, what you expected and any photographs. The booking is placed in a disputed state and payout to the professional is paused while we review.

1. We acknowledge within 1 business day and ask the professional for their account.
2. Both sides have 3 business days to respond with evidence.
3. We decide within 5 business days of receiving responses and write to both parties with the outcome and any refund or partial payout.
4. You may ask for one review of the decision within 7 days if you have new evidence.

Safety incidents are not disputes. Use the SOS control in the app or contact local emergency services first; we investigate immediately and may suspend an account during the investigation. Nothing in this policy limits rights you have under the consumer law of your country.

Questions about a booking, claim or dispute: support@pekerly.com. This policy forms part of our Terms of Service.