Our Guarantee
There are two layers of guarantee on every job booked through Services Victoria — ours (about the matching) and the tradie's (about the workmanship). They cover different things.
Layer 1 — The Services Victoria guarantee
About the matching itself:
1. Every listed tradie is vetted before you ever talk to them
The vetting process explains the 6 checks. Floor: ≥4.5★ Google rating, ≥20 reviews, valid ABN, public liability insurance, photo portfolio, sub-1-hour typical callback. We say no to 60% of applications.
2. We match within the hour during business hours
If we miss the hour during business hours (Mon–Sat 8am–5pm), the match still goes ahead but we waive any tradie introduction fee — your job becomes a freebie for the tradie. Almost never happens, but the rule keeps us honest.
3. We re-match free if the tradie doesn't deliver
The full match promise lives on /match-promise/. In short:
- Tradie ghosts → free re-match
- Tradie can't fit the job in → free re-match
- Tradie quotes wildly above the platform floor → we audit + re-quote
- Workmanship issue inside the warranty window → we chase the tradie on your behalf
4. We track every job through to completion
48 hours after the booking date we email you for a one-question review. Bad outcomes feed back into the tradie's platform record. The vetted pool stays vetted because we're constantly re-vetting based on real-job evidence.
Layer 2 — The matched tradie's guarantee
About the work itself:
1. Fixed quote before any work
Every tradie on the platform agrees to fixed-quote-before-work as a condition of listing. If they try to bill you outside the quoted amount, tell us — they lose their listing.
2. Photo-documented work
Before/after pics texted on completion. Standard on the platform.
3. Public liability insurance
Every tradie's certificate of currency is on their platform profile. You can request a copy before booking.
4. Minimum 14-day workmanship warranty
Most tradies on the platform offer longer (handyman / installation work usually 12 months on workmanship; appliance warranties separately). The 14-day minimum is the floor.
5. Written guarantee from the tradie directly
Tradies issue their own written guarantee with each quote. We hold a copy too, so if you lose it we can re-send.
What's NOT covered
By us:
- Workmanship after the tradie's warranty window expires (talk to the tradie directly)
- Disputes over scope creep when both you and the tradie agreed verbally to extra work
- Acts of God after the job's done (storms, falling trees, flooding)
By the tradie:
- Pre-existing damage (they photo-document it before starting and flag it on the quote)
- Customer-supplied materials that fail (they'll quote replacement at cost)
- Make-good for damage caused by other tradespeople
How to claim under either guarantee
Submit the contact form with the original job details + a photo of the issue. We'll triage within the same business day:
- If it's a matching issue (ghosting, wrong-fit tradie, slow response) — we re-match
- If it's a workmanship issue inside the tradie's warranty — we contact the tradie on your behalf with documentation
- If it's outside both — we tell you honestly + suggest what to do (e.g. VCAT, your home insurance)
Why we put both guarantees in writing
Most tradie directories hide behind the tradie. "We just made the introduction — talk to them." We've found that doesn't work for customers: by the time you're chasing a tradie who's ghosting, you've already paid.
Putting our re-match promise in writing forces the platform to actually stand behind the vetting we did. If our vetting was rubbish, we wear the cost of re-matching, not you.
It also lets us enforce standards on tradies — they know that a bad job triggers a strike, and three strikes triggers removal. So the standard self-reinforces.