The Cabin Guarantee

1. What Is the Cabin Guarantee?

When you book a tradesperson through Cabin, you're protected by the Cabin Guarantee. If something goes wrong, we'll make it right.

The Cabin Guarantee is included free with every booking made through the Cabin platform.

2. Protected Payment

Your payment is held securely by Cabin until you confirm the job is complete.

• You pay through the Cabin app when you book
• We hold the funds securely via Stripe
• Once you mark the job as complete, we release payment
• If there's a problem, funds stay protected while we resolve it

3. No-Show Cover

If your tradesperson doesn't turn up without notice, we'll find you a replacement.

What we'll do:

• Contact the tradesperson immediately
• If uncontactable within 30 minutes, source a replacement
• Aim to find a replacement within 2 hours
• If we can't find one, you get a full refund

What counts as a no-show:

• Doesn't arrive within 30 minutes of agreed time
• Cancels with less than 2 hours notice
• Uncontactable on the day

4. Workmanship Promise

If you're not satisfied with the quality of work, we'll send someone to put it right at no extra cost.

How it works:

1. Report the issue within 24 hours of job completion
2. Provide photos showing the problem
3. We'll review and respond within 24 hours
4. If valid, we arrange remedial work at our cost

What's covered:

• Work not completed as described
• Visible defects in workmanship
• Work that doesn't meet reasonable standards

What's not covered:

• Change of mind about the work requested
• Issues reported more than 24 hours after completion
• Pre-existing problems not caused by the tradesperson
• Cosmetic preferences (e.g., "I wanted it slightly lighter")

5. Damage Protection

All tradespeople on Cabin carry public liability insurance. If a tradesperson damages your property, we'll help you make a claim against their insurer.

• Report damage immediately (within 24 hours)
• Document with photos
• We facilitate the claim with the tradesperson's insurer
• We support you through the process

6. Guarantee Limits

For claims exceeding £500, we'll help you pursue the tradesperson's insurance.

7. How to Make a Claim

1. Report: Open Cabin → Your booking → "Report a Problem". Select issue type, describe it, add photos.
2. Review: We acknowledge within 2 hours (business hours). We contact you and the tradesperson.
3. Resolution: No-show: Replacement or refund. Workmanship: Remedial work or credit. Damage: Insurance claim facilitated.

8. What's Not Covered

• Bookings outside Cabin — Pay through the app or you're not covered
• Change of mind — Deciding you don't want the work after completion
• Scope disputes — Be clear about requirements when booking
• Late reporting — Must report within 24 hours
• Consequential losses — Lost earnings, accommodation, etc.
• Pre-existing issues — Problems before the tradesperson arrived
• Force majeure — Weather, strikes, pandemics
• Fraudulent claims — False reports result in account suspension

9. Your Responsibilities

To be eligible for the Cabin Guarantee:

1. Book through Cabin — Paid via the app
2. Be available — For tradesperson access
3. Describe the job clearly — When booking
4. Report promptly — Within 24 hours
5. Cooperate — Provide evidence, allow remedial access

10. Tradesperson Standards

We hold tradespeople accountable:

• Identity verified via government ID (Stripe KYC)
• Insurance verified — Valid public liability cover required
• Certifications verified — Gas Safe, Part P where applicable
• Ratings monitored — Below 3.5 stars triggers review
• Complaint response — Must respond within 24 hours

Repeated failures result in suspension and removal from Cabin.

11. Disputes

Not satisfied with our decision?

1. Appeal — Email guarantee@getcabin.co.uk within 7 days
2. Senior review — Different team member reviews
3. Final decision — Within 7 working days

This doesn't affect your statutory rights under the Consumer Rights Act 2015.

12. Your Statutory Rights

The Cabin Guarantee is in addition to your statutory rights. Under the Consumer Rights Act 2015, services must be:

• Performed with reasonable care and skill
• Completed in a reasonable time
• Provided at a reasonable price (if not agreed upfront)

Nothing in this policy limits those rights.

13. Quick Reference

14. Contact

Cabin Guarantee Support

Email: guarantee@getcabin.co.uk

In-app: Profile → Help → Guarantee Claim

Response times:

• Urgent (no-show, safety): 1 hour
• Standard claims: 4 hours (9am–6pm, Mon–Sat)