Professional & Supplier Policy

This policy sets out the standards we expect from every Professional and Supplier ("Pro", "Professional", "Supplier") who registers to receive work through Propserv360, and explains how we vet, manage and pay our network. It's a condition of joining and continuing to receive bookings through the platform.

1. Who this applies to

This policy applies to any individual or business — tradesperson, cleaner, gardener, handyman, contractor, or supplier of materials/equipment — who applies to join, or is active on, the Propserv360 Pro network.

2. Onboarding and vetting

• All Professionals must complete our application/sign-up process and provide accurate information about their trade, experience, service areas and availability.
• Where relevant to the trade, we may ask for evidence of qualifications, certifications, licences, public-liability insurance and right-to-work documentation before activating an account.
• We reserve the right to carry out reasonable background and reference checks, and to decline or pause an application where we're not satisfied the standards below can be met.
• Information provided during onboarding must be kept up to date — please notify us promptly of any changes (e.g. lapsed insurance or certification).

3. Standards of work and conduct

• Carry out work to a professional standard, in line with relevant industry regulations, manufacturer guidance and health & safety requirements.
• Turn up on time for confirmed appointments, or give the customer and Propserv360 as much notice as possible if you're delayed or need to reschedule.
• Communicate clearly and courteously with customers, and treat their property and belongings with care and respect.
• Provide an honest assessment of the work required — including telling the customer (and us) if the scope turns out to be different from what was booked, before carrying out and charging for extra work.
• Never request payment outside the platform for work that was booked through Propserv360, except where cash-on-completion was the customer's chosen payment method for that booking.
• Hold valid public-liability insurance (and any trade-specific insurance/qualifications, e.g. Gas Safe, NICEIC, as applicable) for the duration of your time on the platform.

4. Suppliers

Where a Supplier provides materials, parts or equipment used in jobs booked through Propserv360, they're expected to: supply goods that are fit for purpose, of satisfactory quality and as described; meet agreed delivery times; and handle any returns, faults or warranty claims fairly and promptly in line with consumer-protection law.

5. Pricing, invoicing and payment

• Where Propserv360 facilitates payment for a job, payouts to Professionals are processed in line with the payment schedule communicated at onboarding (typically after the job is marked complete and any customer payment has cleared).
• Professionals are responsible for their own tax affairs, including registering as self-employed or operating through their own business as appropriate, and for accounting for any VAT or other taxes due on their earnings.
• Any fees, commission or service charges that apply to using the platform will be set out clearly when you join, and we'll give reasonable notice of any changes.

6. Customer reviews and ratings

Customers may rate and leave feedback on completed jobs. Reviews help other customers choose a Pro with confidence and help us maintain quality across the network. We may take consistently low ratings, substantiated complaints, or evidence of poor conduct into account when deciding whether a Professional continues to receive bookings.

7. Health, safety and insurance

Professionals are responsible for working safely, using appropriate PPE and equipment, complying with relevant health & safety legislation, and holding adequate insurance for the work they undertake. Propserv360 is a booking platform and does not supervise on-site work — Professionals remain independently responsible for the safety and quality of the work they perform.

8. Conflicts, complaints and disputes

If a customer raises a complaint about your work, we'll pass on the details and give you a fair opportunity to respond and put things right. Please engage with any complaint promptly and professionally — most issues can be resolved quickly through good communication. Where a dispute can't be resolved directly, we may step in to help mediate.

9. Suspension and removal

We may suspend or remove a Professional or Supplier from the platform — temporarily or permanently — where we reasonably believe there's been a serious or repeated breach of this policy, fraudulent or unsafe conduct, lapsed insurance/qualifications, or behaviour that puts customers, the public or Propserv360's reputation at risk. Where possible, we'll explain our reasons and give you a chance to respond first.

10. Changes to this policy

We may update this policy from time to time to reflect how the platform and our network operate. We'll post the revised policy here with an updated "Last updated" date, and let active Professionals know of any material changes.

11. Contact us

Questions about joining the network, your account, or this policy? Email propserv360@gmail.com.

See also our Terms & Conditions and Privacy Policy.