Dispute Policy
How disputes about a job are raised, reviewed and resolved.
Last updated: 19 September 2026
1. What this policy is — and what it is not
Get Trady is an independent intermediary platform. It connects customers with tradespeople. When you book a job, the contract for that job is between you and the tradesperson. Get Trady is not a party to it and does not carry out the work.
That shapes everything in this policy. Three points follow from it, and they apply throughout:
Get Trady does not hold your money. Payments are collected at booking and held by Stripe Payments UK Limited. Get Trady receives only its own platform commission, which is the amount retained in the platform Stripe balance after the balance of the payment is transferred to the tradesperson. Neither party’s funds pass through any account controlled by KT Partners Ltd before Stripe pays them out.
Get Trady does not decide who is right. It runs a structured process, gathers what both sides submit, and issues a recommendation. A recommendation is exactly that — a suggestion. It has no effect unless both parties accept it.
This policy does not create a right to a refund. The figures in it are indicative starting points used to keep recommendations consistent between one dispute and the next. They are not an entitlement and they do not replace or limit your legal rights.
If you would rather go straight to your legal rights, or to a court or an ombudsman, you may do so at any time. Using this process is not a precondition to anything.
2. Before you raise a dispute
Most problems are resolved without a formal dispute. Message the tradesperson through Get Trady first. Describe what is wrong, attach photographs, and give them a fair opportunity to put it right. Keep the conversation on the platform — it forms part of the record if a dispute follows.
Raise a formal dispute if that does not work, or if the problem is serious: a no-show, work that is clearly below standard, or damage to your property.
Time limits
| Job type | Window to raise a dispute |
|---|---|
| Standard job | 48 hours from the job being marked complete |
| Tier 4 (milestone) job | 72 hours from each milestone being marked complete |
Raising a dispute inside the window stops the payment release timer. Get Trady may consider a dispute raised after the window at its discretion, but late disputes limit what can be done through the platform. Your legal rights against the tradesperson are unaffected either way.
When funds are released
Funds are released when the customer confirms the job is complete. If the customer neither confirms completion nor raises a dispute within the review window set out above, release happens automatically at the end of that window.
3. What happens when a dispute is raised
The dispute is logged from your booking. Both parties are notified immediately. Every action from that point is timestamped and recorded in a dispute event log that neither party can alter. Both parties receive a copy of that log at the end of the process.
The money for the job stays where it is. Payments are collected and held by the Platform’s payment service provider, Stripe Payments UK Limited, and remain held there for the duration of the dispute. Funds are not moved to Get Trady, which does not receive, hold or control them, and cannot move them other than as set out in section 8.
4. The 30-day timeline
| Day | What happens |
|---|---|
| Day 0 | Dispute logged. Both parties notified. Event log opens. |
| Day 2 | The tradesperson should acknowledge the dispute. Failure to do so may result in a strike and escalation to Tier 2 review. |
| Day 5 | The tradesperson should submit a written response and supporting evidence — photographs, time logs, materials receipts. Failure to do so may result in a strike and escalation. |
| Day 10 | Get Trady issues a Tier 1 non-binding mediated recommendation, formed using the framework in sections 5 and 6. |
| Day 17 | Each party accepts or rejects the recommendation in the platform. |
| Day 23 | If the recommendation is rejected, Get Trady conducts a Tier 2 internal review. |
| Day 30 | Final decision. If both parties accept the Tier 2 outcome, the agreed distribution of the held funds is implemented. If either party rejects it, the dispute moves to the external routes in section 9. |
At no point in this timeline does Get Trady impose an outcome. Days 10 and 23 produce recommendations. Days 17 and 30 are where you and the tradesperson decide.
5. How a recommendation is formed — defect categories
To keep recommendations consistent, quality problems are sorted into categories. Each category carries an indicative range. The range is a starting point for a conversation, not a calculation of what you are owed.
| Category | Typical examples | Indicative range |
|---|---|---|
| Cosmetic only | Paint splashes, mess left behind, minor surface marks. The work functions as intended. | 5–10% of job value |
| Minor functional | The work functions but not fully or not reliably. Straightforward to correct. | 10–25% of job value |
| Major functional | A substantial part of the work does not do what it was supposed to do, or needs redoing. | 30–60% of job value |
| Complete failure | The work was not carried out, or is unusable as delivered. | 80–100% of job value |
| Property damage | Damage caused to your property during the job. | Not a refund band — see section 7 |
These ranges are indicative and non-binding. A recommendation may fall outside the range where the facts warrant it. Nothing in this table gives either party a contractual entitlement to any particular sum, and nothing in it affects your statutory rights.
6. Work that is only part-finished
Where a job stopped part-way and a dispute applies, the recommendation separates materials from labour.
Materials. Where the tradesperson has bought materials and produced receipts, the materials portion of the price is normally recommended for payment in full.
Labour. The labour portion is assessed against the stage the work reached, using the scale below.
| Stage reached | Description | Indicative labour share |
|---|---|---|
| Early | Work started, preparation done, little of the job itself completed. | 25% |
| Halfway | A substantial part of the job completed, a substantial part outstanding. | 50% |
| Near complete | Most of the job done; finishing or making good outstanding. | 75% |
As with section 5, this scale is an indicative aid to consistency. It is not a contractual formula.
7. Property damage
If a tradesperson damages your property while carrying out a job, that is an insurance matter, not a refund matter. Every tradesperson on Get Trady is verified as holding public liability cover of at least £1 million before they can take work. Insurance is the only check Get Trady carries out.
A property damage claim is against the tradesperson’s public liability insurer. Get Trady is not the insurer and is not liable for the damage. What Get Trady will do is give you what you need to bring the claim:
- the tradesperson’s insurance certificate;
- the insurer’s claims contact details;
- a written summary of the verified booking — who was engaged, for what, when, and at what price; and
- the dispute event log and any evidence submitted.
The payment for that job remains held pending the outcome of the insurance claim.
8. When and how money moves
This is the part of the policy that matters most, so it is set out plainly.
Get Trady does not hold the funds and does not have discretion over them. Every payment, release and refund is executed by Stripe. Payment for a job is collected at booking and held in the Stripe balance. When a job is released, Stripe transfers the Job Value less Get Trady’s commission to the tradesperson’s Connected Account, and pays it out to their bank account on Stripe’s standard payout schedule. Get Trady’s commission is the amount retained in the platform Stripe balance, which Stripe pays out to KT Partners Ltd on the same basis. Neither party’s funds pass through any account controlled by KT Partners Ltd before Stripe pays them out.
Funds for a disputed job move only in one of the following four circumstances:
| # | Trigger for a release or refund |
|---|---|
| 1 | The customer instructs it — for example by approving the work or agreeing to a release. |
| 2 | The customer and the tradesperson agree — including by both accepting a recommendation in the platform. |
| 3 | A court orders it. |
| 4 | A pre-defined platform rule published in this policy applies — the automatic release windows in section 2, and the last-resort rule in section 9. |
There is no fifth trigger. Get Trady does not release or refund money because it has formed a view about who is right. A recommendation that is not accepted by both parties moves nothing.
9. If the dispute is not resolved
If the 30-day process ends without agreement, the funds stay where they are and both parties receive a written summary of the dispute — the booking, the communications log, the evidence submitted, and the recommendations issued.
From there, either party may:
- reach a written agreement with the other party at any time;
- bring a claim through Money Claim Online, for claims under £10,000;
- bring a claim in the County Court; or
- use an alternative dispute resolution provider where one applies, including The Furniture & Home Improvement Ombudsman where Get Trady holds membership.
The last-resort rule
If 90 days pass from the date the dispute was raised, and neither party has accepted a recommendation, commenced court proceedings, or engaged in good faith with the dispute for a continuous period of 60 days within that window, the funds are released to the customer. Get Trady will give both parties 14 days’ written notice before the funds are released.
This is a published platform rule, applied automatically and identically in every case. It is not a finding about the merits of the dispute, and it does not prevent the tradesperson from pursuing a claim for payment through the courts.
A tradesperson may receive one strike where Get Trady reasonably determines they have failed to engage with the dispute process, regardless of the underlying merits.
Where a strike arises from a job or dispute that is subsequently resolved in the tradesperson’s favour, Get Trady removes that strike from their record automatically, without the tradesperson needing to appeal.
10. What is required of the tradesperson
The Day 2 and Day 5 steps are set out in the Worker Agreement. Failing either may result in a strike and escalates the dispute to Tier 2 review.
Strikes are counted on a rolling three-month window. Three strikes in any three-month window triggers a review of platform access, which may result in a warning, a restriction, or removal from the platform.
A tradesperson may appeal a strike within 14 days of it being recorded. Get Trady will review the appeal in good faith and respond within 14 days. That decision is final for the purposes of the strike record only — it does not affect any underlying contractual claim, which remains a matter for the courts.
11. Records and evidence
Everything submitted during a dispute is retained: messages, photographs, time logs, receipts, acknowledgements and decisions, each with a timestamp. The event log cannot be edited by either party or by Get Trady after the fact.
Both parties receive the full record at the close of the dispute, whether or not it settled. Retention periods are set out in the Get Trady Privacy Policy.
12. Your legal rights
Under section 49 of the Consumer Rights Act 2015, a tradesperson must carry out the work with reasonable care and skill. That obligation is owed by the tradesperson, who is the supplier of the work — not by Get Trady, which does not carry out the work.
Where workmanship falls below that standard you may be entitled to a repeat performance, a price reduction, or in serious cases to treat the contract as at an end. Those are statutory rights against the tradesperson and they exist independently of this policy.
Nothing in this policy limits, replaces or waives your statutory rights, and nothing in it requires you to use the platform process before exercising them.
13. Changes to this policy
Get Trady will give at least 30 days’ written notice by email and by notice in the platform before any change to this policy takes effect. A dispute already raised is dealt with under the version of the policy in force on the day it was raised.
14. Contact
Questions about this policy, or about a dispute in progress: hello@gettrady.co.uk
Get Trady is a trading name of KT Partners Ltd, a company registered in England and Wales.
Get Trady is a service of KT Partners Ltd, a company registered in England and Wales (company number 14433679, VAT number 524 1893 88). Registered office: 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE.
Questions about this page? Email hello@gettrady.co.uk.