Customer Terms of Service

• Specific rules governing customers and service seekers.*

Notice for Service Seekers These Customer Terms form a binding agreement between you ("Customer") and Surework. They supplement our general Terms and Conditions.

1. Booking Services

As a Customer on Surework, you may book handymen for both fixed-price tasks and inspection-required jobs:

• Fixed-Price Services: The price displayed is inclusive of platform fees. You pay upon checkout, and funds are held in escrow until you approve the completed job.
• Inspection-Required Jobs: You may request an initial on-site inspection. The inspection fee (where applicable) is held in escrow. Following inspection, the handyman submits a tailored quotation for labor and materials. Once you accept the quotation and fund the escrow, work commences.

2. Escrow Protection and Payments

• All payments must be made strictly through the Surework platform using our secure payment gateway.
• Funds are safely held in escrow until the job status reaches completion and you confirm satisfactory delivery, or upon automatic confirmation after the inspection grace period.
• Off-Platform Payment Prohibition: Paying a handyman in cash or through personal bank transfers outside Surework voids all Surework guarantees, insurance coverage, and dispute mediation. Any customer engaging in off-platform payment risks account suspension.

3. Customer Obligations

When booking a handyman, you agree to:

• Provide accurate, detailed descriptions and photographs of the required work.
• Ensure safe, unobstructed access to the work site at the scheduled appointment time.
• Treat the handyman with courtesy, dignity, and respect.
• Timely inspect completed work and promptly confirm completion or raise an issue within 24 hours.

4. Cancellations and Rescheduling

• You may cancel a booking without penalty up to 2 hours before the scheduled start time or before the handyman is marked as "On the way".
• If you cancel after the handyman has arrived at your location, a nominal call-out / transport reimbursement fee may be deducted from your refund.
• Rescheduling can be coordinated directly with the handyman via in-app messaging.

5. Dispute Resolution

If you are dissatisfied with the quality of service:

• First, notify the handyman via the app to allow an opportunity for rectification.
• If unresolved, file a formal dispute through the Surework Help Center before releasing funds from escrow.
• Surework will review evidence (photos, communication logs, job notes) and issue a binding resolution, which may include partial refunds, re-assignment to another provider, or full refund.