The Match Promise

A curated marketplace is only worth using if the platform actually stands behind its matches. This page is the platform's written promise to you.

The four guarantees

1. We re-match free if the tradie ghosts you

If the matched tradie doesn't respond within their committed window (typically 24 hours from match, 48 hours max), tell us. We re-match you to another vetted tradie the same business day where possible. Cost to you: zero.

The ghosted-original loses their next round of platform matches, and a strike goes on their record. Three strikes = removal.

2. We re-match free if they can't fit you in

Sometimes a vetted tradie quotes within the agreed window but their earliest availability is two weeks out. If your job is more urgent than that, tell us. We re-match to another vetted tradie with a faster slot.

You don't have to negotiate with the matched tradie or feel bad about saying no — that's our job. We do this dozens of times a month and the matched tradies expect it.

3. We audit the quote if it's wildly above the platform floor

The pricing page publishes platform-wide floor rates per service — the lowest any of our vetted tradies has quoted across hundreds of past jobs.

If the matched tradie's quote comes in >30% above the published floor for a job that looks comparable in scope, tell us. We audit the quote with them. Sometimes there's a legitimate reason (site difficulty, materials price, weekend rate) — we'll explain it. Sometimes the tradie was opportunistic — we get them to re-quote at the right number, or we re-match.

4. We chase workmanship issues on your behalf

If something goes wrong inside the tradie's workmanship warranty window (minimum 14 days on the platform; most offer 12 months on installation work), you don't have to manage the back-and-forth yourself.

Tell us via the contact form with photos. We contact the tradie with the documentation, escalate if they're unresponsive, and follow up until it's resolved.

We can't force a tradie to do anything — but the threat of platform removal + a public review tag is a strong incentive, and almost every issue resolves within a week of us getting involved.

What we can't do

We're honest about the limits:

• We can't force a tradie to drop existing bookings to fit you in faster (we can re-match you to someone else, which is usually what you want)
• We can't make you whole for a workmanship issue outside the tradie's warranty window (we'll suggest paths forward like VCAT, your home insurance, or your contents cover)
• We can't arbitrate disputes where both parties have different accounts of a verbal agreement during the job (we'll mediate but not adjudicate)
• We can't issue refunds because the platform never touches the money between you and the tradie — but we will help you pursue one from the tradie

How to claim under the match promise

Submit the contact form with:

• The original job's reference (or just the suburb + trade)
• What went wrong
• A photo if relevant
• What you'd like us to do (re-match? audit the quote? chase the tradie?)

We respond within the same business day. Genuine emergencies get a same-hour response.

What we ask of you

For the match promise to work, we need a few things from your side:

• Give the matched tradie a fair chance before claiming. A few hours of silence is normal; 48 hours without any response is ghosting.
• Don't change the scope mid-job without telling the tradie in writing. If the scope grew and the price grew with it, that's a separate conversation — not a match-promise claim.
• Be honest about what you agreed verbally. We can usually tell from how the issue's described whether the tradie was at fault or the customer changed expectations after the fact. Honest answers get faster resolution.

Why we publish this in writing

Most tradie directories hide behind disclaimers in the footer. "We just made the introduction — talk to them" is the standard reply when something goes wrong.

That doesn't work for the customer. By the time you're chasing a tradie who's gone quiet, you've already spent your time + sometimes money. The directory has zero accountability for the match they made.

Putting our match promise in writing — and actually honoring it — is the deal. We do the vetting up front, we re-match for free when our vetting was wrong, and we chase tradies on your behalf when workmanship slips. That's what makes us different to Airtasker, Hipages and Oneflare.

If we ever stop honoring this promise, walk away. The promise is the product.