Help & Support
Answers to the most common questions about booking, payment, and working with crews on Buddy and Premier Pros. Can’t find what you need? Email us — real humans read these.
Frequently asked questions
How do I book a job?
Open the Buddy or Premier Pros app, choose a service, pick a date and time, and confirm the quote. The full price — including any weekend, same-day, evening, or coverage uplifts — is shown before you confirm.
When am I charged?
Hourly services are charged after the work completes, based on the quoted total for the purchased hours. Fixed-price products are authorized for the full amount when you book and captured when the work completes. Builder-program jobs are billed against your purchase order instead.
Can I cancel a booking?
Yes — cancellation is free in the app any time before a crew accepts the job. Once a crew has accepted, contact support and our operations team will handle the cancellation and any refund with the crew.
What are coverage tiers?
Standard, Advanced, and Premium coverage adjust the price of the job and the level of protection applied to it. The uplift for each tier is shown in your quote before you book.
Who are the crews?
Independent local service businesses. Every crew and its workers pass identity and background screening through Checkr before they can accept work, and licensed job types require proof of the applicable license.
How do I talk to my crew?
Each job has a chat thread in the app. Use it for access details, timing, and anything about the work — our operations team can also see the thread if you need help.
Something went wrong with my job. What do I do?
Tell us within 48 hours through the job chat or by email. Job photos, clock records, and the audit trail let us review exactly what happened and make it right.
How do I delete my account?
Open the account screen in the app and choose delete account. Your personal information is removed except records we must keep, such as completed payment history.
I'm a crew — how do I get paid?
Payouts transfer to your Stripe account after a job completes and passes review. If a payout is held — for example when clocked hours differ sharply from purchased hours — the operations team reviews and releases it.