At OnCallFix we connect customers with skilled tradespeople for on-demand maintenance services. To make that work, every tradesperson on the platform agrees to the standards below. These exist so customers know what to expect, and so tradespeople know what is expected of them.
1. Respect your customers
Tradespeople must always act professionally, both in app messages and in person at the job. After completing a job, the work area must be left clean and safe.
OnCallFix expects respectful communication from both sides at all times. Verbal abuse, physical aggression, or discriminatory language of any kind is grounds for immediate removal from the platform.
2. Honour your commitments
When you accept a job, you commit to:
- Arriving on time for the appointment.
- Sticking to the agreed hourly rate or quoted price, unless additional work or materials are needed and the customer agrees to the change upfront.
- Completing the job to the best of your ability within the scheduled time.
If something unexpected stops you attending (illness, vehicle failure, family emergency), you must notify the customer through the app as early as possible and offer to reschedule. Repeated last-minute cancellations may result in account suspension.
3. Clear and transparent pricing
OnCallFix operates on an hourly pricing model for most services. Before you start a job, the customer must understand:
- Your hourly rate. The rate displayed in your profile excludes materials.
- That if the job needs more time or extra materials, you will inform them and get their approval before continuing.
- For larger or more complex jobs, you will provide a detailed scope and pricing breakdown before proceeding.
The platform supports approval prompts inside the app for any time or cost increases. Use them. This protects both you and the customer if the work scope changes mid-job.
4. Professional communication
Every message, quote, and update should be clear, professional, and easy to understand. Quotes should state the hourly rate, any VAT (if applicable), and accepted payment methods.
If a job is running longer than estimated, communicate as soon as you know. Surprises at the end of a job are the most common cause of complaints. Most can be avoided with a five-minute update partway through.
5. Deliver high-quality work
Only accept jobs you are confident you can complete properly. If during the job you discover something you are not equipped to handle safely, stop and explain the situation to the customer rather than pressing on.
Keep the customer informed about progress and any issues that arise. Proactive communication is the single biggest factor that separates highly-rated tradespeople from poorly-rated ones.
If you are unsure about any aspect of a job, contact OnCallFix support at hello@oncallfix.com.
6. Compliance with these standards
By using OnCallFix as a tradesperson, you agree to follow these standards. If a complaint is filed against you, we will investigate per our complaint policy, which may result in advice, restrictions, or removal from the platform.
See also our Complaints policy, Resolution process, and Reviews policy.