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What does the call-out fee cover?

The call-out fee includes travel, diagnosis and the first hour of work. Each plumber sets their own call-out fee, and you see it before you book. Extra labour and parts are quoted on the day — you approve the quote before any work starts.

What's the £2 booking fee?

It's Callout's fee for arranging your booking, added when you book and shown before you pay and on your receipt. You get it back whenever you get a full refund; otherwise it's kept.

How does payment work?

Everything is paid by card in the Callout app, securely through Stripe. Pay the call-out + £2 booking fee to book. Anything extra (an approved quote for extra labour or parts) is paid in the app when the job's done. If the job's finished within the first hour, there's no second payment.

Can I cancel a booking?

Yes, in the app. 24 hours or more before your slot: a full refund, including the £2 booking fee. 12 to 24 hours before: half the call-out fee back. Less than 12 hours before, or if you're not in when the plumber arrives: no refund — the money kept goes to the plumber, who kept the slot free for you; Callout keeps only the £2. If the plumber declines or cancels, or nobody accepts your request in time, you get everything back. If something goes wrong before the job is done (for example, your plumber doesn't turn up) and you report it in the app, you get everything back, including the £2 booking fee. Problems with finished work go through our disputes process (14 days).

My plumber marked me as a no-show, but I was in — what do I do?

A plumber can only mark a no-show after the booked time and while they're at your address, and you'll get a notification and email if they do. Tap "Dispute this" on the booking in the app within 7 days — we'll review it and refund you in full, including the £2, if we agree.

I had an issue with the quality of work — what do I do?

Tap "Problem with the work?" on the booking in the app within 14 days of the job. Your plumber can offer to come back and fix it at no cost within 7 days — you choose whether to accept. If it isn't fixed, our team reviews it and decides on a full refund, a partial refund or no refund, and explains why. See our Terms & Conditions for the full process.

Are plumbers Gas Safe registered?

Plumbers on Callout must hold a valid Gas Safe registration for any work involving gas. We check each plumber's registration number on the Gas Safe Register before their account goes live, and can check it again at any time.

I've booked a plumber but haven't heard anything — what should I do?

You'll get a notification as soon as your plumber accepts. If nobody accepts within 24 hours, or before your slot starts, the booking is cancelled and you get a full refund automatically, including the £2 booking fee. If you're worried about a booking, email us at hello@bookacallout.com with your booking reference and we'll look into it straight away.

I'm a plumber — how do I join Callout?

Apply on our Founding Member page. It's free to sign up, and there are 30 founding spots per city. We'll verify your Gas Safe registration and get you set up before launch. You can see the plans on our plans page, or WhatsApp Leiwi on 07568 705843 with any questions.

Is Callout available outside my city?

We're launching in Sheffield, Leeds, Bradford, Birmingham, Nottingham, Liverpool, and Manchester on 1st December 2026. If your city isn't on the list, email us at hello@bookacallout.com — it helps us prioritise where we expand next.

How do I delete my account?

You can delete your account yourself in the app: customers go to Profile, then Delete Account; plumbers go to their dashboard, then Delete Account. You can't delete an account while a booking is still in progress or unpaid. Some booking and payment records are kept, without your personal details, because we're required to keep financial records; our Privacy Policy explains what's kept. If you can't get into the app, email hello@bookacallout.com with the subject "Delete my account".