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.

What the Guarantee is

The London Heroes Guarantee is payment protection. It covers the full price of the job you booked: there is no cap and nothing extra to buy.

It is not an insurance policy and not a workmanship guarantee, and we will not describe it as one. What it does is simple and mechanical - it keeps the money out of your Hero's hands until you say the work is done.

Step by step

You accept a quote and pay. The job shows as Booked and protected.
Your Hero works. The job timeline records en route, on site and complete, with before, during and after photographs attached to the record.
Your Hero marks the work complete. Nothing has been paid out at this point.
You confirm. Only then does the payment release.

If something is wrong

Raise it before you confirm. That freezes the money while a named member of our team investigates, and the outcomes include a partial or a full refund.

Disputes are settled on the record rather than on memory. What was requested, what was quoted, what was done and what was paid are all documented against the job, along with the photographs, so nobody has to be taken at their word.

If you cancel before work starts, you get a full refund.

Your card details

Payments are processed by Stripe. We never see or store your card number. We hold the transaction record - what was paid, when, for which job, the platform fee, and any refund.

Each Hero authorises us to collect payment on their behalf, as their agent for payment collection only. In plain terms: paying London Heroes discharges what you owe your Hero for that job, even though the money has not reached them yet. That is written into the Terms of use.

How verification, reviews and disputes fit together: Trust and safety.

Common questions

When does my Hero actually get paid?

When you confirm the work is complete. Until that moment the money is held by the platform, not by the Hero.

Is the Guarantee an insurance policy?

No. It is payment protection: your money is held until you confirm, and it freezes if you raise a dispute before confirming. It is not workmanship insurance and we never present it as such.

Can I get a refund if I cancel?

Cancelling before work starts is a full refund. Once work has started, raise the issue before confirming and our team investigates; outcomes include a partial or a full refund.

Still need a person?

Anything this page does not answer becomes a tracked support ticket with a human on it.

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Last checked against the platform: 22 September 2026. All help topics.