Booking, payments and the Guarantee
What happens to your money between booking and confirmation, what a job actually costs, how to follow one from start to finish, and what to do when it will not wait.
How the London Heroes Guarantee protects your payment
You pay when you book, the money is held securely, and it is released to your Hero only when you confirm the work is complete. Raising an issue before you confirm freezes the money while a named member of our team investigates.
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Prices, quotes and fees: what you actually pay
The quote you accept is the price. There are no booking fees, no call-out charges to receive a quote and no platform emergency premiums, and an accepted quote can only change through a variation you approve in the app first.
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Tracking your job from booking to completion
Every protected job has a live tracking link that moves through five states: booked and protected, Hero en route, on site, work complete, confirmed and closed. You can share the link with anyone, and they do not need an account to watch.
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Emergencies, gas safety and urgent jobs
If you can smell gas: do not touch electrical switches, ventilate, leave the property, and call the National Gas Emergency line on 0800 111 999 - free, 24 hours. For urgent repairs, requests are taken 24/7 at /emergency.
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