Plumb Now Provider App: FAQ

If you log out and close the app completely, you will only be able to receive scheduled booking requests in the form of a SMS message or email and no on-demand requests. If you log back in and toggle your status to ‘online’, then you will be able to receive on-demand bookings.

Please note:- When the app is only minimised on your device while logged in, the app will run in the background. Q.

When signing up you can select from a range of services under the categories Plumber, Electrician and Carpenter. You can then select the services applicable to your business e.g. Boiler Service.

Yes. After the job completion at the additional charges screen, simply enter your discount before you submit bill and collect payment from customer.

Scheduled job booking reminder in the form of SMS and Email is sent to the provider 30 min before actual booking time.

Yes, providing the customer is willing to pay by card instead of cash for your completed job.

Yes you are able to accept cash jobs providing you add funds to your app wallet. At least £10.00 GBP.

We only charge 8% commission from the services you offer and any material fee included. So whatever service fee you set on your Provider App, the 8% commission will be deducted from the job total after job completion.

Please view the 'Service Provider: Payment' category for a more in-depth explanation.

Yes, you can set your radius by miles for any location (on the go) or a specified location.

It is up to you how far you set your work radius and where you want to travel.

For example, you can select your preferred radius of 20 miles and will only be shown to people within that distance.

Yes certainly. At the end of any job, you have the option to add additional material or misc. charges. These will be submitted to the customer’s app for them to approve or decline any additional charge.

This is a key area for Service Providers and here at Plumb Now we understand the importance of adding new materials especially for repair work.

It’s your responsibility to settle any disputes with the customer regarding workmanship or the bill.

To help improve the safety of our users, sending us a real-time photo of yourself will help us to verify that your account is yours, and is not being used by others. We can prevent unauthorised users from using accounts and account sharing.

As you know, sharing your account violates our guidelines, which states that allowing someone else to use your account is prohibited. This verification process helps us confirm that only you are able to access your account and go online. Together we can help create a safe environment for everyone.

No. The Plumb Now platform is not VAT registered.

We encourage Service Providers who are VAT registered (e.g. Self Employed) to submit their own VAT returns from any earnings via the app.

For example, you would only pay VAT on your total job earnings after any commission (platform fee) is deducted.

Yes. Only if you are VAT registered then enter your total hourly rate or fixed rate plus VAT.

VAT is a form of consumption tax – that is a tax applied to purchases of goods or services and other ‘taxable supplies’. VAT is a tax which is ultimately paid by the consumer.

Yes if you are VAT registered, then enter your total including VAT for any additional material costs.

Yes from time to time we may offer special promotions especially during festive seasons. The discount cost we (the platform) cover and this won’t ever impact your earnings for any job.

No. We as the platform are responsible for any promos issued to the public. Although they can be used on any jobs and seen on a job breakdown or bill, your final balance of earnings won’t be affected.

Please note:- If the job is a cash payment and the customer has paid the total with a discount (deduction on your bill) applied, we simply automatically use the outstanding owed amount to your account balance on the next payment run.

Please click ‘Start Journey’ when you are on route to the job location, otherwise you could run the risk of the job being expired if you arrive over 60 mins late. Just imagine you are an Uber driver, even if you are late you have to let the customer know that you’re already on your way to the location, that's why the ‘Start Journey’ button is vital. When you reach your destination, then swipe ’Slide To Arrive’.

You will always receive a reminder 30 mins by text/email before your job starts.

Commissions for cash jobs are taken from your wallet which is a debit.

Platform Promo Discounts for cash jobs are reimbursed in your wallet as a credit.

Service providers receive both debits and credits from their wallets when it comes to cash jobs.

When a user who’s within your job radius requests an on-demand service while you’re switched (toggled) online. Or this can simply be a scheduled request into the future (based on your working hours) which will arrive in the form of a SMS and email notification. You will only be notified if the user’s type of service request (e.g. boiler repair) matches one of your offered services.

Please untick all your availability in the app under “profile” and “my availability” and you will no longer receive any notifications. Once you are available again you can re-enter your availability and receive bookings/job requests.

If your application to join Plumb Now has been successful, then we already know you are great tradesperson. Getting your foot in the door can be difficult so a great introduction message on your Service Description (about) section is an essential part of success.Your message should let the customer know you are keen on the work and give a reason for them to choose you over the competition. An effective message should include:

For whatever reason and you wish to report an incident then email us at:
support@plumbnow.app

This only occurs when the customer has chosen “cash” mode payment method and has job cancellation charges applied to his account.

Yes very soon, we are opening our advertisement plans Spring 2024.

Please, select 'Profile' on your main dashboard, under 'General Settings' you can add your emergency contact.

This sends an alert to your near ones in case of an emergency. You can add up to five contacts.

All manual bookings created are set to 'cash mode'. This method is in place because the user would normally comply to add his/her card details to the app before any booking is made. Plumb Now do not have access to the customer's encrypted card details. Therefore at the end of job the customer has the option to pay either by cash, or their debit/credit card via your company/staff payment card reader to settle the bill. Note:- For both manual and re-assigned bookings, customers have the reassurance they can cancel a booking with any allocated engineer at any time until the start time shown has started.

We don't offer free estimates in our service list. We recommend adding a discount to the end of your job bill on the app - for any free estimate you wish to include before starting the job.

You will receive automated payouts fortnightly from Plumb Now into your designated bank account. Alternatively, you can request a payout at any time on your dashboard from our website as long as your balance reaches a threshold of £50.

Simply scroll down on your app menu to the Payment Section and select 'Bank Details'.

Then enter your bank account holder name, account number, sort code, bank name and location followed by the 'SUBMIT' button.

Yes sure you can. This could be an ideal remedy if sometimes the case the customer accidentally chooses Cash instead of Card on the app booking.

We only charge 8% commission from the services you offer and any material fee included. So whatever service fee you set on your Provider App, the 8% commission will be deducted from the job total after job completion.

Example
For a job with £100 fixed fee minus the £8.00 commission will leave you a paid total of £92.00.

An invoice receipt with a breakdown will be emailed to you after job completion.

Example on commission scenario:

Scenario 1
If you set a fixed fee of £100 then £8.00 commission (8%) will be deducted leaving £92.00. If your VAT registered then £15.33 will be the VAT amount, leaving net amount of £76.67 (excl. of VAT).

Scenario 2 – with additional material fee
If you set a fixed fee of £200 and your job included an additional material fee of £60 combining a total of £260, then £20.80 commission (8%) will be deducted leaving £239.20. If your VAT registered then £39.87 will be the VAT amount, leaving net amount of £199.33 (excl. of VAT).

A minimum of 1 hour is charged for hourly rate services and then charged by the minute for any remaining hours/minutes for the job.

For example, if a service was charged at £100 per hourly rate and your job took a total of 75 minutes, then the customer will be charged £125.

There is a counter timer available which can be paused for whatever reason.

You can view your earnings on the app or website under “bookings” for any day or select “Job Statistics” to view the year to date. This will also include your total jobs.

Card payments are instantly paid directly to us and then paid out to you fortnightly (automated cycle) or by manual request.

Following completion of any card payment transaction, the payment receipt including job breakdown will be emailed to yourself.

Cash payments are paid directly to you from the customer.

With cash payments you have the option to receive an invoice from us for the outstanding commission owed. You can also choose to deposit money into your wallet by card, then we will automatically deduct the commission from your wallet per job and save you the extra hassle.

Following completion of any cash job, the payment receipt including job breakdown will be emailed to yourself.

The wallet is a tool to save you extra time when taking cash payments. Just deposit money to your wallet and every commission taken from cash transactions will automatically be deducted.

Every service provider can set their own rates. We give you complete freedom to decide your own hourly rates and fixed rates. You also have an option to add material and misc. fees to your bill at the end of every job.

Yes. For any service if you are waiting over 30 minutes, the customer will pay a waiting charge of £1 per minute. E.g. If you are waiting 35 minutes after arrival before starting the job (‘Slide to Begin Job’) on your Provider app, the customer will have a £5 wait time fee added to his/her bill by the app.

If the customer does not approve your charges or is not willing to pay you, you will have to open dispute with them and talk to them directly. It’s your responsibility to settle any disputes.

The app will instruct you to submit payment a second time or mark the job complete accepting ‘Cash’ as alternative.

If you have NOT opted to collect ‘Cash’ as an alternative payment due to their card failure, then the Plumb Now Accounts Team will issue your customer a payment invoice by email that will follow-up your completed job.

Please inform support@plumbnow.app that they had an issue with their bank provider and instruct us to submit invoice.

If your journey takes you far from your current location you can discuss travel fees with the customer. Before you accept the job, you have the option to call or chat simply via the app with the customer and discuss additional costs.

There is no VAT included in your bill by our platform.

Yes, you may receive an invoice for any commission owed on a monthly basis only for cash jobs only. If you undertake any following jobs made by card, our system will automatically deduct what is owed from your balance.

Commissions for cash jobs are taken from your wallet which is a debit.

Platform Promo Discounts for cash jobs are reimbursed in your wallet as a credit.

Service providers receive both debits and credits from their wallets when it comes to cash jobs.

You can simply apply the exact discount amount with the service cost on the additional charges screen to cancel out the booking for both you and the customer. Zero cost will be charged to the customer. Alternatively, the Plumb Now support team can reset the job if you are not charging the customer.

If you have missed the opportunity to cancel, then contact us at support@plumbnow.app

Customers can pay by debit/credit card through the app, or in cash directly to you which also can include via your own payment reader device (note: your own reader for cash jobs only).

All manual bookings created are set to 'cash mode'. This method is in place because the user would normally comply to add his/her card details to the app before any booking is made. Plumb Now do not have access to the customer's encrypted card details. Therefore at the end of job the customer has the option to pay either by cash, or their debit/credit card via your company/staff payment card reader to settle the bill. Note:- For both manual and re-assigned bookings, customers have the reassurance they can cancel a booking with any allocated engineer at any time until the start time shown has started.

Usually for our fortnightly payment cycle an individual service provider would enter their own details. Because you are entering a range of staff (service providers), please enter your same company bank account details for each account. Any earnings (from customer card payments) for any period will be collated for all your listed service providers and deposited into your designated bank account.

Simply scroll down on your app menu to the Payment Section and select 'Bank Details'. Then enter your bank account holder name, account number, sort code, bank name and location followed by the 'SUBMIT' button.

Commission for cash jobs are transferred directly from your wallet to Plumb Now which is known as a debit. Adjustment of site earning with job number and amount will always appear for any completed cash job on your wallet transaction history. Any promo discounts used for cash jobs are re-imbursed inside your wallet will displayed as credit.

Bookings on demand must be accepted within 90 seconds. Scheduled appointments can be accepted at anytime.

When signing up you can choose your availability. You can change this anytime on your Provider App under “profile” and “my availability”. You will only be shown to customers during your selected time slots.

Yes the customer can provide you a rating from 1 to 5 stars and can optionally leave a review.

Yes, if you are a service provider who is registered on behalf of a fleet (company), then your organisation’s designated admin controller can manually assign jobs on the company’s behalf. For example, if they receive a call into the office, they can simply assign a new job via their dashboard (with filled job details), and this will then notify your provider app.

No this is strictly prohibited and against our policy.

If you wish to cancel an ongoing job on the premises select cancel job at the top right. Enter the reason for cancellation.

When the “additional charges” section appears, you have the option to not charge the customer at all, if you were unable to execute the job. Add the amount that should be deducted from the bill under “Service Provider Discount” if you deducted everything your final bill will be £0 and the customer won’t be charged.

Submit those changes and the job will have ended successfully.

You can contact the user (potential customer) via text through the app or call them. If you can’t reach them, you have the option to cancel the booking.

Your availability is completely up to you. You can work anytime that's convenient for you, simply set your availability when signing up and clients will be able to book you. You can change your availability on your profile under “availability”.

It is up to you how far you set your work radius and where you want to travel. You can select your preferred radius of 15 miles and will only be shown to people within a 15 mile radius from your location.

The customers are able to call and text you through the app and see your name and distance from their location. They will not be able to see any of your personal details.

For voice calls we have voice masking in place on both public and provider apps.

Once you’ve accepted the job, clients can track your route. When you have finished the job or offline no one will be able to live track you.

Please allow enough time for your journey to your job location.

We would recommend 45 minutes to 1 hour if you are carrying out local jobs.

A reminder will be sent to your phone and email 30 minutes before the booking time.

On your app please click ‘Start Journey’ when you are on route to the job location and then swipe ’Slide To Arrive’. Otherwise you could run the risk of the job being expired if you arrive over 60 mins late.

Every service provider is vetted by a member of our team to ensure high standards. Our review usually takes 24-48h to approve a service provider.

You have to upload your documents when signing up in order to be approved by the admin team. Once approved you are able to start accepting job requests on your app.

When signing up you will need to upload proof of your identity and proof of the relevant qualifications for the services you offer. If you decide to change and add services at a later point this may need to be approved again and you may have to prove that you have the relevant certificates for your new offered service.

You can change your selected services under “profile” and “manage services” by selecting the relevant services from the subcategories.

Plumb Now only functions as a booking platform. It doesn’t change your employment status. We accept self-employed service providers or limited companies. We act simply as a marketplace gateway connecting the public to service providers.

Yes, it is possible to register with us as a company and sign up all your staff. You can only register as a company via our web portal at:
https://plumbnow.net/sign-up

Instructions on how to sign up as a company with adding your own staff of service providers can be found here:
https://online.fliphtml5.com/ucuiv/rqfg/

Yes sure you can, first you would sign up as a company fleet manager here: https://www.plumbnow.net/sign-up

View the guide on how to add register as company and assign your staff:
https://online.fliphtml5.com/ucuiv/rqfg/